Application Support Liaison (PACE, Rx Kiosks)

Role overview

Act as the operational bridge between business users, technical teams, and application support for PACE operations and automated prescription-kiosk environments. The role translates business needs into support requirements, coordinates high-impact incidents, monitors service delivery, and improves the user experience. It is remote but includes substantial onsite engagement, hands-on troubleshooting, and travel to client or regional locations.

Responsibilities

- Serve as the primary contact between business units and technical support teams, ensuring services meet operational expectations and agreed service levels. - Coordinate cross-functional response to priority incidents and provide concise, non-technical status updates during outages or disruptions. - Monitor support queues and ticket patterns to identify systemic problems, workflow friction, and opportunities to improve application usability. - Visit operational sites to assess system performance, observe real-world workflows, troubleshoot directly with users, and build trusted relationships. - Support business readiness and enhanced support periods for major application launches, while keeping training and knowledge-base materials current. - Identify opportunities to automate support processes and communicate application changes, expectations, and improvement recommendations to stakeholders.

Requirements

- Bachelor’s degree in computer science, information systems, engineering, or an equivalent combination of education and experience. - At least two years of healthcare IT application support or systems-analysis experience. - One to two years of direct PACE support or extensive experience with specialized PACE electronic health-record software. - Technical experience with automated prescription kiosks, such as ARxium, StatSafe, or ESI, and familiarity with healthcare terminology. - Strong analytical, organizational, communication, and problem-solving skills, including the ability to explain technical issues in terms of business impact. - Ability to work independently, manage competing priorities, adapt to change, and remain effective in a fast-paced environment.

Benefits and work setup

- Full-time remote position, generally averaging 40 hours per week, with occasional availability outside standard hours. - Up to 40% travel may be required for onsite visits, client engagements, meetings, conferences, or special events. - Full-time benefits include medical, dental, and vision coverage; flexible spending options; company-paid life insurance and short-term disability; voluntary benefits; retirement savings; paid time off; and paid holidays. Medical, dental, and vision coverage begin the first day of the month after hire.