Clinical Application Administrator Support II

The Support Engineer II, Clinical Apps

The Clinical Applications Support Engineer II will provide second-level support for clinical applications and EHR systems used in occupational medicine. This position ensures optimal performance, availability, and integration of patient management platforms and connected devices. The role collaborates with IT teams, clinical staff, and third-party vendors to resolve issues, ensure security compliance, and deliver excellent service to end users.
Key Responsibilities:

• Clinical Application Support
  
  • Provide daily support for Electronic Health Records (EHR) and other clinical systems, including patient management applications and integrated medical devices.
  • Resolve system access, configuration, and functionality issues in coordination with end-users, vendors, and IT support teams.
• Issue Resolution and Troubleshooting
  
  • Investigate and troubleshoot system incidents using application logs, SQL, and system diagnostic tools.
  • Analyze integration failures and data flow issues between systems to maintain interoperability and reliability.
• Security and Compliance
  
  • Implement and maintain HIPAA-compliant practices for user access, data handling, and system updates.
  • Conduct periodic application access reviews and assist with remediation efforts in line with IT and regulatory policies.
• Documentation and Knowledge Sharing
  
  • Log incidents and resolutions in ServiceNow; maintain up-to-date records of recurring issues and resolutions.
  • Create and maintain user guides, technical documentation, and quick-reference training materials.
• Training and Onboarding Support
  
  • Support new user onboarding, including account setup, EHR access provisioning, and clinical systems training.
  • Deliver user training sessions and assist clinical staff in leveraging applications effectively.
• System Monitoring and Optimization
  
  • Proactively monitor system performance, logs, and application metrics to identify trends or performance bottlenecks.
  • Recommend process improvements or system configuration changes to enhance user experience and operational efficiency.

Qualifications:

• Education: Bachelor's degree in Health Informatics, Information Systems, or a related field preferred.
• Experience:
  
  • 2+ years of experience supporting clinical applications or EHR systems.
  • Experience with any EHR system (Epic, Cerner, Allscripts, etc.) is acceptable.
  • Familiarity with database query tools (e.g., RapidSQL) and log analysis.
  • Understanding of HIPAA and IT security best practices.
• Skills:
  
  • Strong troubleshooting and analytical skills.
  • Effective written and verbal communication skills, especially with clinical users and vendors.
  • Proficiency with ITSM tools like ServiceNow.
  • Ability to create technical and user-facing documentation.
  • Comfortable working in a cross-functional team environment.

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Benefit package


Benefits
Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts