Clinical Applications Support Specialist

Job Description:

• Serve as a primary support contact for healthcare customers using clinical and oncology applications
• Troubleshoot application issues, incidents, and service requests by gathering information, understanding clinical workflows, and identifying potential causes
• Work directly with clinicians, hospital IT teams, and clinical application users to resolve issues and provide application guidance and education
• Support issues involving clinical workflows, treatment planning, orders, documentation, application configuration, and user access
• Investigate application and integration issues involving FHIR, APIs, databases, interfaces, and clinical data workflows
• Maintain end-to-end ownership of customer tickets, communicating status and next steps and ensuring issues are followed through to resolution
• Determine whether issues relate to application functionality, configuration, integration, or infrastructure, and escalate appropriately to Tier 2/Tier 3 teams
• Maintain detailed case documentation and develop knowledge base articles, troubleshooting guides, and support documentation
• Collaborate with Product, Engineering, Clinical Applications, and Implementation teams during customer onboarding, testing, go-live, and issue resolution

Requirements:

• 2+ years of experience supporting clinical applications, healthcare software, or healthcare IT systems
• Experience working directly with clinicians, healthcare users, hospital IT teams, or clinical application teams
• Experience troubleshooting production application issues and supporting Tier 1/Tier 2 incidents
• Strong understanding of clinical workflows and ability to translate user problems into a structured troubleshooting process
• Experience with clinical applications or EMR/EHR systems, such as Epic, Cerner, Meditech, Varian ARIA, Elekta MOSAIQ, or similar platforms
• Oncology, radiation oncology, clinical informatics, EMR/EHR, PACS/RIS, or other clinical application experience is preferred
• Familiarity with HL7, FHIR, REST APIs, SQL, or healthcare interfaces is a plus
• Basic understanding of networking concepts including TCP/IP, DNS, VPNs, and firewalls
• Strong communication, customer service, documentation, and problem-solving skills, with a commitment to owning customer issues through resolution
• Ability to work independently in a remote environment and effectively coordinate with Tier 2/Tier 3 technical teams when escalation is required

Benefits:

• Vacation, six holidays, and four floating holidays each calendar year (prorated the first year)
• Health and wellness plans, including medical, dental, vision, basic life, and disability coverage
• Family coverage options on many benefit plans, subject to eligibility requirements
• Retirement/401(k) plan
• Other voluntary programs and opportunities for work/life support