Application support engineer (clinical)

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details

The Application Support Engineer for Clinical Applications is responsible for the daily maintenance, troubleshooting, issue triage, and administration of various applications necessary for the company to function. They minimize disruptions to daily business workflow by identifying known errors through triage and troubleshooting techniques based on familiarity of the systems and finding solutions to overcome issues permanently where applicable. The Application Support Engineer provides expert advice on best practices within systems, as well documenting and creating a knowledgebase of systems and application support. They work closely with vendors, clients and stakeholders, such as development or operations teams, to provide support, expertise, or be a bridge of communication to users. Application Support Engineer have a wide degree of independence and are expected to prioritize tasks with less day-to-day oversight from management, both in a self-directed manner and collaboratively as a team member.

Responsibilities

Primary Functions: 90% of Time

• Support internal and external end-user requests by providing desktop-like support assistance within the scope of necessity to troubleshoot supported applications. Perform analysis and triage of issues.
• Create end-user accounts, terminate access, and change access based on established procedures.
• Escalate issues to development or technical operations teams as needed through company incident management protocols, while communicating back to the end user groups with respect to outages or service announcements via telephone, email, instant-messaging, or Status Page.
• Continuous follow up on open requests to push them forward to resolution.
• Monitor and Maintain applications to ensure there are no outages or major productivity issues.
• Communicate with client account and client success groups with respect to approvals and established processes, noticed recurring trends for efficiencies, and regular communication with respect to issues.
• Attend periodic meetings, demonstrations, or other collaborative efforts to bridge support and development objectives. Prepare evaluations of applications and recommend improvements or upgrades.
• Communicate issue trends, problems, and proposed solutions to management.
• Contribute to and maintain system standards, documentation, policies, and procedures.
• Clearly document description of issues and troubleshooting work done for escalation, review, and audit purposes. Utilize technical skills, historical records and knowledgebase to analyze and diagnose issues.
• Enable users of the applications to utilize them to their full potential by making suggestions of queues or reports to monitor or steps to follow to ensure proper use of the applications.

Secondary Functions: 10% of Time

• Manage ticketing systems: create, update, and close incidents
• Assist with support of Windows-based Active Directory environment as needed
• Support after-hours incidents within team scheduled rotation
• Provide insight into process improvement/success, and daily/monthly feedback to direct manager

Education & Experience

• Bachelor’s degree preferred
• 5+ years of experience in a healthcare-based help desk or support environment required
• Proficiency with healthcare software, terminologies, EMRs or EHRs
• Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail

OTHER SKILLS and ABILITIES:

• Atlassian: JIRA, Confluence and/or Status Page
• Windows 7/10 and Microsoft Office 2013/2016/365
• Managing remote applications like LogMeIn and RDP
• Demonstrated experience with SME-level support of at least one application
• IT Service Management and change management methodologies
• Attention to detail, along with exceptional written and oral communication skills
• Exceptional interpersonal skills, including listening and asking beneficial questions
• Demonstrated proficiency working with non-technical personnel
• Exceptional customer service orientation
• Flexible and adaptable to change
• Have an internal sense of drive, self-motivation, a team player, action and results oriented
• Ability to handle stress and prioritize multiple issues in a fast-paced environment
• Excited & motivated to learn new technologies and advance personal skillset

WORKING CONDITIONS:

Will work remotely and will be required to be on call 1 week per month. May need to work evening or weekend hours in addition to standard business hours based on delivery deadlines. May occasionally need to travel to offices in various locations.

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.