Clinical Applications Support Specialist

Job Summary: 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

About ArchWell Health:

At ArchWell Health, we’re creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship, routine wellness, and staying active, our members enjoy a higher level of care and better quality of life after the age of 60. Everything we do is for seniors. We believe seniors should be heard, listened to, and given ample time by their physicians to live well later in life. Our value-based care model is designed to prevent illnesses while keeping members healthy and happy in every aspect of their life. We deliver best-in-class primary care at comfortable, accessible neighborhood centers where older adults can feel at home and become part of a vibrant, wellness-focused community. We’re passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.