Clinician Technical Operations Support Specialist

Role overview

Act as the primary point of contact for clinicians delivering care through a virtual behavioral health service, providing responsive technical and operational support. The role blends hands‑on troubleshooting with clinician‑facing operations coordination, helping practitioners stay productive so patient care is uninterrupted.

• Serve as the first line of support for clinicians needing help with system access, authentication, connectivity, clinical applications, and related workflows; escape complex issues to the right internal or external resource.
• Coordinate real‑time incident response and partner with internal and external stakeholders to resolve technical disruptions affecting clinical operations.
• Support scheduled and unscheduled downtime events by executing established communication, escalation, and continuity procedures.
• Maintain troubleshooting documentation, response protocols, partner‑specific technical requirements, and operational playbooks.
• Track support requests, incidents, and recurring issues; compile basic metrics and surface trends with recommended improvements to leadership.
• Participate in process improvement initiatives and provide feedback about clinician support needs and recurring technical challenges.

• Bachelor's degree in information systems, business administration, operations management, or a related field, or equivalent relevant experience.
• Three to five years of proven experience in healthcare operations, technical operations, service delivery, IT support, or a closely related field.
• Experience working with cross‑functional teams in a fast‑paced operational environment.
• Demonstrated experience troubleshooting technology issues and managing operational escalations.
• Strong analytical, organizational, and problem‑solving abilities.
• Hands‑on experience with ticketing systems, incident management processes, and support workflows.
• Ability to independently manage multiple requests, assess urgency and impact, coordinate across teams, and follow issues through resolution.
• Excellent written and verbal communication skills.

• Experience supporting clinicians, providers, or healthcare service delivery operations.
• Familiarity with electronic health record platforms such as Epic, Oracle Health/Cerner, MEDITECH, or similar systems.
• Experience working with Citrix environments and remote access technologies.
• Knowledge of healthcare technology workflows and operational support models.
• Experience using reporting tools, ticketing systems, or support dashboards.
• Project management, Lean, or process improvement experience.

• Remote position, with a preference for candidates based in the Central Time Zone.
• Exempt, full‑time employment reporting to the Director of OnDemand Operations.
• Pay range of $75,000 to $92,000 per year, depending on skills, experience, education, and other job‑related factors.
• Medical, dental, and vision insurance, plus employer‑paid life and long‑term disability coverage.
• Voluntary benefits including short‑term disability, supplemental life, accident, critical illness, hospital, and confinement insurance, plus FSA and HSA contributions.
• 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays.
• 401(k) retirement plan.