Specialist, Clinical Applications Support
Nashville, TN, USA ● Virtual
The Clinical Applications Support Specialist will act as a key contributor to the configuration and buildout of eClinicalWorks for ArchWell Health. This role will actively partner and support end users across ArchWell Health’s markets, acting as a subject matter expert for core clinical applications. The ideal candidate will have experience with implementations of eClinicalWorks 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 ServiceNow ticketing platform to resolve incidents or fulfill requests from market end users
Onboard users in eClinicalWorks 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 eClinicalWorks
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 eClinicalWorks 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 eClinicalWorks upgrades, patches to eClinicalWorks, 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 eClinicalWorks 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 eClinicalWorks within a medium to large-scale organization implementations of eClinicalWorks (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 eClinicalWorks issues from end users by resolving them on your own or by working with eClinicalWorks support
Knowledge of quality programs (MIPS, HEDIS, ACO, etc.) within eClinicalWorks preferred
Embodies and serves as a role model of ArchWell Health’s Values:
Be compassionate
Strive for excellence
Earn trust
Show respect
Stay resilient
Always do the right thing
