Specialist, Clinical Applications Support

Clinical Applications Support Specialist

The Clinical Applications Support Specialist will act as a key contributor to the configuration and buildout of eClinical

Works for Arch Well Health. This role will actively partner and support end users across Arch Well Health's markets, acting as a subject matter expert for core clinical applications. The ideal candidate will have experience with implementations of eClinical

Works in medium to large-scale environments, be a strong communicator, and demonstrate flexibility in a growing and ever-changing environment.

Duties/Responsibilities:

• Deliver support via eCW Virtual Support Line and Service Now ticketing platform to resolve incidents or fulfill requests from market end users
• Onboard users in eClinical
  
  Works environment(s) and other clinical applications
• Assist in the change management process such as importing pharmacies, activating lab and DI orders as directed by leadership
• Perform system configuration in support of enterprise standards and assist in effort relating to change management process
• Ability to troubleshoot and support in collaboration with the Information Technology team on Medical Devices, integrations and interfaces connected to eClinical Works
• Assist and act as core clinical applications subject matter expert for market end users
• Participate in planning for, testing, and supporting changes as a result of core clinical systems upgrades
• Collaborate with team members and vendors to provide a resolution issues from market end users

Required Skills/Abilities:

• Ability to build rapport with end users, excellent customer service, and known to work well in fast pace, high need, sometimes high stress situations
• Strong subject matter expertise, technical knowledge, and analytical skills
• Experience managing a high volume of problem tickets and support line entries from end users to resolve application and product issues.
• Demonstrated ability to track issues, test fixes, and perform post-resolution follow-ups to ensure problems have been adequately resolved
• Communicate application problems and issues to key personnel
• Identify and learn appropriate software applications used and supported by the organization
• Partners with Market Enablement and the IT teams in reviewing requirements, specifications, testing, support to ensure they are in line with business objectives and clinical standards on projects
• Experience with integration and medical troubleshooting strongly preferred
• Proficiency and experience with providing eClinical
  
  Works support to include basic workflow support, testing, troubleshooting, analysis, and support function
• Proficiency with new user account provisioning
• Experience with Support Ticket management internally and with vendors
• Experience with working in, and knowing the differences, with Production vs. non-production environments
• Experience with testing related to eClinical
  
  Works upgrades, patches to eClinical
  
  Works, and companion products
• Aptitude to learn and master new support and help desk tools, systems, and solutions
• Ability to think critically and effectively apply problem-solving techniques
• Understanding of eClinical
  
  Works installations
• Demonstrated ability to maintain productivity in a work-from-home environment

Minimum Qualifications:

• Bachelor's degree preferred, or equivalent experience
• Understanding of process and change management
• Clinical support experience
• Efficient communication skills
• Minimum of one (1) year of experience supporting eClinical
  
  Works within a medium to large-scale organization implementations of eClinical
  
  Works (including, but not limited to, eClinicalWorks builds, testing, go-live support, optimizations) for providers and staff (front office and clinical)
• Minimum of one (1) year of experience managing eClinical
  
  Works issues from end users by resolving them on your own or by working with eClinical
  
  Works support
• Knowledge of quality programs (MIPS, HEDIS, ACO, etc.) within eClinical
  
  Works preferred
• Embodies and serves as a role model of Arch Well Health's Values:

• Be compassionate
• Strive for excellence
• Earn trust
• Show respect
• Stay resilient
• Always do the right thing

About Arch Well Health:

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