Clinician Technical Operations Support Specialist

Role overview Act as the primary point of contact for clinicians delivering care through a virtual behavioral health service, providing responsive technical and operational support. The role blends hands-on troubleshooting with clinician-facing operations coordination, helping practitioners stay productive so patient care is uninterrupted.

Responsibilities - Serve as the first line of support for clinicians needing help with system access, authentication, connectivity, clinical applications, and related workflows; escalate complex issues to the right internal or external resource. - Coordinate real-time incident response and partner with internal and external stakeholders to resolve technical disruptions affecting clinical operations. - Support scheduled and unscheduled downtime events by executing established communication, escalation, and continuity procedures. - Maintain troubleshooting documentation, response protocols, partner-specific technical requirements, and operational playbooks. - Track support requests, incidents, and recurring issues; compile basic metrics and surface trends with recommended improvements to leadership. - Participate in process improvement initiatives and provide feedback about clinician support needs and recurring technical challenges.

Requirements - Bachelor's degree in information systems, business administration, operations management, or a related field, or equivalent relevant experience. - Three to five years of proven experience in healthcare operations, technical operations, service delivery, IT support, or a closely 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. - Hands-on 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.

Nice to have - 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.

Benefits and work setup - Remote position, with a preference for candidates based in the Central Time Zone. - Exempt, full-time employment reporting to the Director of OnDemand Operations. - Pay range of $75,000 to $92,000 per year, depending on skills, experience, education, and other job-related factors. - Medical, dental, and vision insurance, plus employer-paid life and long-term disability coverage. - Voluntary benefits including short-term disability, supplemental life, accident, critical illness, hospital, and confinement insurance, plus FSA and HSA contributions. - 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays. - 401(k) retirement plan.