Clinician Technical Operations Support Specialist

Job not on LinkedIn

🔥 47 minutes ago

🇺🇸 United States – Remote

💵 $75k - $92k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Array Behavioral Care

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Array Behavioral Care is a leading virtual psychiatry and therapy practice providing integrated behavioral health services across the continuum of care. The company delivers telehealth-based mental health care to individuals and partners with hospitals, clinics, payors, and health systems to expand access, improve outcomes, and reduce costs. Accredited by The Joint Commission with over 25 years of experience, Array offers virtual clinicians, at-home services, and partnership programs for organizations while accepting insurance.

📋 Description

• Serve as the primary point of contact for clinicians requiring technical or operational assistance related to the OnDemand service delivery model • Troubleshoot and resolve routine issues involving system access, authentication, connectivity, remote access, clinical applications, and related workflows • Escalate complex or high-impact issues to appropriate internal or external resources • Coordinate real-time incident response activities with internal and external stakeholders • Support scheduled and unscheduled system downtime events using established communication, escalation, and continuity procedures • Develop and maintain troubleshooting documentation, response protocols, operational playbooks, and technical resource libraries • Monitor issue resolution progress and ensure follow-up to minimize recurring disruptions and clinician downtime • Track support requests, incidents, and service interruptions and communicate recurring issues to leadership • Compile and interpret basic support metrics and recurring issue trends • Design, implement, and oversee clinician technical support workflows covering intake, triage, escalation, communication, and resolution • Communicate outages, service interruptions, support updates, and escalation notifications to clinicians and stakeholders • Collaborate with Clinical Operations, Access Center leadership, Clinical Training, Information Technology, Technical Support, Implementation, Client Success, and partner organizations • Support clinician onboarding and training by ensuring technology access, system readiness, and awareness of support resources and downtime procedures • Participate in operational reviews and process improvement initiatives • Perform other duties as assigned

🎯 Requirements

• An associate or bachelor’s degree in healthcare administration, information systems, business administration, operations management, or a related field; or a combination of relevant experience and education • 3–5 years of proven experience in healthcare operations, technical operations, service delivery, IT support, or a related field • Experience working with cross-functional teams in a fast-paced operational environment • Demonstrated experience troubleshooting technology issues and managing operational escalations • Strong analytical, organizational, and problem-solving abilities • Experience with ticketing systems, incident management processes, and support workflows • Ability to independently manage multiple requests, assess urgency and impact, coordinate across teams, and follow issues through resolution • Excellent written and verbal communication skills • Experience supporting clinicians, providers, or healthcare service delivery operations • Familiarity with electronic health record platforms such as Epic, Oracle Health/Cerner, MEDITECH, or similar systems • Experience working with Citrix environments and remote access technologies • Knowledge of healthcare technology workflows and operational support models • Experience using reporting tools, ticketing systems, or support dashboards • Project management, Lean, or process improvement experience • Must reside in the United States • Must be legally eligible for employment in the United States • Position is based in CST preferred

🏖️ Benefits

• Medical, dental, and vision insurance • Employer-paid life and long-term disability insurance • Voluntary short-term disability insurance • Voluntary employee, spousal, and child life insurance • Accident, critical illness, hospital, or confinement insurance • Flexible spending accounts (FSA) • Health savings account (HSA) contributions • 15 days of accrued PTO annually • 8 paid holidays • 3 floating holidays • 401(k)