ABOUT THE ROLEThe Clinician Technical Operations Support Specialist serves as the primary point of contact for clinicians seeking technical and operational assistance while delivering care through Array's OnDemand service model. This position provides responsive support for system access, authentication, connectivity, clinical applications, and other technology-related issues that impact clinician readiness, productivity, and patient care.
The role blends hands-on technical support with clinician-facing operations coordination. Working with a high degree of independence within established processes, the specialist triages and resolves routine issues, coordinates escalations, supports clinicians in maintaining access to required systems and applications, serves as a subject matter expert for clinician-facing technology workflows, maintains accurate support resources, and identifies recurring issues that may require broader process or system improvements. The position partners closely with Access Center leadership, Clinical Training, Information Technology, Technical Support, Implementation, Client Success, and external partners to deliver a reliable and positive clinician support experience.
WHAT YOU'LL DO Clinician Technical Operations & Support- Serve as the primary point of contact for clinicians requiring technical or operational assistance related to the OnDemand service delivery model, providing clear, professional, and service-oriented support.
- Ensure clinicians have reliable access to systems, applications, and resources required to deliver uninterrupted patient care by troubleshooting and resolving routine issues involving system access, authentication, connectivity, remote access, clinical applications, and related workflows; escalate complex or high-impact issues to the appropriate internal or external resource.
- Support established service standards and recommend practical refinements that improve response consistency and the clinician experience.
Incident Management & Service Continuity- Coordinate real-time incident response activities and partner with internal and external stakeholders to resolve technical disruptions affecting clinical operations.
- Support scheduled and unscheduled system downtime events by executing established communication, escalation, and continuity procedures.
- Develop and maintain troubleshooting documentation, response protocols, and operational playbooks and provide updates as needed.
- Monitor issue resolution progress and ensure appropriate follow-up to minimize recurring disruptions and clinician downtime.
- Recognize repeat incidents or unresolved risks and elevate trends to leadership with relevant context and recommended next steps.
Partner Configuration & Knowledge Management- Maintain centralized documentation of partner-specific technical requirements, workflows, system configurations, and support procedures.
- Create and maintain technical resource libraries, including access requirements, authentication processes, downtime procedures, escalation paths, and partner contact information.
- Identify recurring support needs and recommend updates to support resources and documentation.
Reporting, Analytics & Continuous Improvement- Track support requests, incidents, and service interruptions and communicate recurring issues to leadership.
- Compile and interpret basic support metrics and recurring issue trends, and communicate observations to leadership and cross-functional partners. Identify recurring issues and recommend potential improvements to support processes and resources.
- Participate in process improvement initiatives and provide feedback regarding clinician support needs and recurring technical challenges.
Support Operations & Communication Management- Design, implement, and oversee clinician technical support workflows, including intake, triage, escalation, communication, and resolution processes that promote timely issue resolution and service continuity.
- Utilize established intake, triage, routing, escalation, and status communication procedures.
- Assist in communicating outages, service interruptions, support updates, and escalation notifications to clinicians and stakeholders.
- Promote transparency and accountability by ensuring visibility into issue ownership, status, and resolution progress.
Stakeholder Collaboration- Collaborate with Clinical Operations, Access Center leadership, Clinical Training, Information Technology, Technical Support, Implementation, Client Success, and partner organizations to support clinical service delivery.
- Support clinician onboarding and training by ensuring appropriate technology access, system readiness, and awareness of support resources and downtime procedures.
- Participate in operational reviews to identify risks, clarify ownership, and develop preventive solutions that strengthen service delivery.
- Perform other duties as assigned.
WHAT WE'RE LOOKING FOR - 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 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.
Preferred Qualifications- 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.
Physical Requirements- Constantly operate at a computer and other related peripherals such as a keyboard, mouse, headset, etc.
- Must remain in a stationary position most of the time working.
- Frequent communication via remote meeting software, softphones, or cell phones.
- Predominantly working in the employees' home, indoor, office setup.
POSITION LOGISTICS - Position is Remote, based in CST preferred
- Exempt, Full-time employment
- Reports to Dir, OnDemand Operations
COMPENSATION AND BENEFITS - The pay range for this role is $75,000 - $92,000 per year. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual's skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law.
- Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions
- 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays
