Remote IT Clinical Support Representative - Full-Time

The Tier 1 Clinical Support Representative serves as a key member of the Clinical Support team, providing technical support and patch management with a clinical sense of urgency. The efficient and stable operation of our infrastructure is crucial in maintaining the high availability and performance of our solution and services, and the Tier 1 Clinical Support Representative is on the front line of our continued efforts to provide the most reliable and easiest-to-use telemedicine experience available.

Schedule Requirement: This role requires availability to work the A Shift, 6:00 AM - 6:00 PM CST, Sunday through Tuesday, and every other Wednesday.

What You’ll Do

• Analyze customer need to provide 24/7/365 remote and hands-on technical support with a clinical sense of urgency for end users in hospitals, clinics and other healthcare settings
• Solve complex technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business and home office environments
• Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at all times
• Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high pressure clinical situations
• Serve as the first line of defense for initial fault isolation, optimal resolution, root cause and cost/benefit analysis with detailed event documentation
• Install, configure, maintain, repair and troubleshoot all applicable hardware, peripherals, third-party software applications and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI
• Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation
• Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes
• Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments
• Collaborate with medical staff, clinical leadership, technology vendors and other executives to successfully test, configure, launch and maintain telemedicine support systems
• Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments and security practices that may enhance or impede the ability to practice via telemedicine
• Contribute to problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime
• Help validate new configurations and configuration management processes, workflows and procedures, as well as third party releases, firmware, and new hardware and peripherals
• Assist with other relevant projects as assigned
• Other duties as assigned

• Bachelor’s Degree in Technical Management, Computer Science, Engineering or related field, or equivalent work experience
• 1 year of experience in information technology application or other IT support operations
• Previous experience in the medical device industry, healthcare technical support, enterprise networking or with Apple hardware, Mac OS and iOS, or Salesforce.com preferred
• Technical proficiency in operating systems, hardware, software and networking
• Exceptional critical thinking, problem analysis, troubleshooting, customer service and communication skills
• Ability to monitor system performance and determine appropriate times to intervene to not impede clinical care
• Solid project management capabilities, able to develop, manage and execute through completion
• Natural problem solver with solid analytical skills
• Demonstrated ability to use good judgement under pressure to resolve issues and allay fears.
• Collaborative team member and strong communicator with excellent verbal and written communication skills
• Must be a self-starter, initiator and self-directed contributor
• Proven ability to thrive in a high growth, fast-paced organization and 100% Remote based environment
• Must be able to remain in a stationary position 50% of the time
• Occasional travel for meetings and collaboration

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Why Join Access TeleCare
• 100% Remote Work
• Health Insurance (Medical, Dental, Vision)
• Comprehensive benefits including health, dental, vision, life, and 401(k)
• Paid Time Off, Sick Leave, and wellness days - because we value both performance and balance
• Culture of ownership, transparency, and results where the best ideas rise
• Opportunity to directly impact patient access nationwide

Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. The Access TeleCare technology platform, Telemed IQ, enables life-saving patient care through telemedicine and empowers healthcare organizations to build telemedicine programs in any clinical specialty. We provide healthcare teams with industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health. We are proud to be the first provider of acute clinical telemedicine services to earn The Joint Commission’s Gold Seal of Approval and has maintained that accreditation every year since inception.