IT Clinical Support Representative

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🕒 4 days ago

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Access TeleCare

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

⚕️ Healthcare Insurance

📡 Telecommunications

🏥 Healthcare

Healthcare Insurance • Telecommunications • Healthcare

Access TeleCare is the largest provider of acute specialty telemedicine services in the United States, serving over 216 million people across nearly 15,000 zip codes. The company partners with hospitals and healthcare systems to deliver clinically excellent telemedicine programs in various specialties, including behavioral health, neurology, cardiology, and infectious disease. Access TeleCare integrates advanced technology with dedicated pools of licensed specialty physicians to enhance patient care and streamline clinical operations, bridging the gap between virtual and bedside care.

📋 Description

• Analyze customer needs and provide 24/7/365 remote and hands-on technical support with a clinical sense of urgency for end users in hospitals, clinics, and other healthcare settings • Solve complex technical issues involving hardware, software, scripts, packages, and networking in clinical, patient, business, and home office environments • Manage, update, troubleshoot, and escalate systems to ensure clinical care can be provided at all times • Deliver exceptional customer service and address stakeholder concerns in high-pressure clinical situations • Serve as the first line of defense for fault isolation, resolution, root cause, and cost/benefit analysis with detailed event documentation • Install, configure, maintain, repair, and troubleshoot hardware, peripherals, third-party software applications, and proprietary scripts in compliance with SLAs, security policies, and HIPAA/PHI protection • Own support cases, resolve issues promptly, and maintain excellent documentation • Respond to inquiries and requests, prioritizing issues affecting clinical efficiency and outcomes • Perform periodic onsite installation of hardware, software, and upgrades and test connectivity in clinical environments • Collaborate with medical staff, clinical leadership, technology vendors, and executives to test, configure, launch, and maintain telemedicine support systems • Maintain technical knowledge of OEM hardware/software enhancements, networking environments, and security practices • Contribute to problem-resolution approaches, operational procedures, training documents, and escalation plans • Validate configurations, configuration-management processes, workflows, third-party releases, firmware, hardware, and peripherals • Assist with relevant projects and other assigned duties

🎯 Requirements

• Bachelor's Degree in Technical Management, Computer Science, Engineering, or a related field, or equivalent work experience • 1 year of experience in information technology application or other IT support operations • Previous experience in the medical device industry, healthcare technical support, enterprise networking, Apple hardware, Mac OS and iOS, or Salesforce.com preferred • Technical proficiency in operating systems, hardware, software, and networking • Exceptional critical thinking, problem analysis, troubleshooting, customer service, and communication skills • Ability to monitor system performance and determine appropriate intervention times without impeding clinical care • Solid project management capabilities, including developing, managing, and executing projects through completion • Solid analytical and problem-solving skills • Demonstrated ability to use good judgment under pressure • Collaborative team member and strong verbal and written communication skills • Self-starter, initiator, and self-directed contributor • Ability to thrive in a high-growth, fast-paced, 100% remote environment • Ability to remain in a stationary position 50% of the time • Occasional travel for meetings and collaboration • Availability for A Shift: 6:00 AM–6:00 PM CST, Sunday through Tuesday, and every other Wednesday

🏖️ Benefits

• 100% Remote Work • Health Insurance (Medical, Dental, Vision) • Comprehensive benefits including health, dental, vision, life, and 401(k) • Paid Time Off, Sick Leave, and wellness days • Culture of ownership, transparency, and results where the best ideas rise • Opportunity to directly impact patient access nationwide