Healthcare Technical Support Specialist
4 weeks ago
In today's healthcare landscape, the focus on patient care often gets overshadowed by administrative challenges and technological hurdles. Athelas is dedicated to restoring that focus by leveraging AI and automation to streamline processes and enhance provider-patient connections throughout the healthcare journey.
Our Vision:
At Athelas, we aim to transform healthcare by utilizing a suite of automated and AI-driven solutions that lead to improved patient experiences, reduced administrative burdens, and enhanced staff safety. Our offerings include:
- Patient Engagement Solutions - Commure Engage fosters stronger connections between providers and patients, minimizing missed appointments and promoting better health outcomes.
- Workflow Automation Tools - PatientKeeper and similar tools help automate routine tasks, allowing healthcare professionals to dedicate more time to patient care.
- Workplace Safety Initiatives - Commure Strongline equips staff with tools to manage potentially dangerous situations effectively.
- Remote Monitoring Services - Athelas Care Management provides remote sensors that enable healthcare providers to monitor patients at home, facilitating timely interventions.
- Revenue Cycle Management - Athelas RCM employs AI to enhance the claims process, ensuring that healthcare providers receive the full compensation for their services.
- Automated Documentation - Athelas Scribe uses advanced language models to document and summarize patient interactions, saving valuable time for healthcare professionals.
At Athelas, we prioritize a provider-centric approach, and our growth reflects the positive impact we have made in the healthcare sector. With the support of leading investors, we are poised to become a transformative force in healthcare technology.
Position Overview:
We are looking for a Technical Support Engineer II to join our dedicated Technical Support Team. In this role, you will deliver both technical and operational assistance for the PatientKeeper product line, with a strong emphasis on client satisfaction and effective support operations. Your analytical mindset and customer-oriented approach will make you a vital link between our functional teams and clients.
This remote position involves collaborating with PatientKeeper's clients to diagnose and resolve technical and usage challenges across both the frontend and backend of our applications. Success in this role requires a blend of technical expertise, analytical thinking, and exceptional communication skills, as you will be instrumental in ensuring the reliability and quality of PatientKeeper systems, ultimately enhancing patient care across multiple regions.
Key Responsibilities:
- Deliver technical support for healthcare software applications through various communication channels, focusing on resolving client issues and optimizing system performance.
- Diagnose and rectify application-related issues, including system errors, data inconsistencies, network connectivity, and interface challenges.
- Maintain detailed records of support cases in our CRM system, tracking all support activities and resolutions.
- Create and update support documentation and knowledge base articles.
- Engage with clients to understand their workflows and provide guidance on best practices for system usage.
- Collaborate with Engineering and Product teams to identify and address software defects and implement updates.
- Assist with system upgrades and configuration changes to ensure system integrity and performance.
- Conduct training sessions for internal teams and clients to enhance their understanding of software applications.
- Participate in on-call rotations to provide 24/7 client support.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Healthcare Administration, or a related field, or equivalent experience.
- 1-3 years of experience in a technical support role, preferably in the healthcare sector.
- Strong analytical and problem-solving capabilities.
- Excellent verbal and written communication skills.
- Ability to manage multiple tasks in a dynamic environment.
- Experience with SQL and database management.
- Familiarity with healthcare workflows and clinical documentation processes.
Preferred Qualifications:
- Knowledge of web technologies (e.g., Apache, Tomcat, JSP, PHP, HTML, XML, JavaScript).
- Understanding of healthcare data exchange standards such as HL7 and FHIR.
- Prior experience in Healthcare IT, either in a provider environment or with a company offering healthcare information systems.
- Experience with Meditech or other Health Information Systems is a plus.
Compensation:
The expected salary range for this position is $80,000 to $95,000, with actual salary depending on various factors including location, education, experience, skills, and qualifications. In addition to salary, we offer a competitive benefits package that includes equity, comprehensive health benefits, and flexible time off.
Why Join Athelas?
- Dynamic and driven team: Be part of a team recognized for its rapid growth and innovation in healthcare technology.
- Focus on Technology: Engage in revolutionizing healthcare through cutting-edge technology.
- Strong Financial Backing: Benefit from the support of prominent investors.
- Mission-Driven Culture: Contribute to changing the healthcare landscape through technology-enabled solutions.
- Significant Growth Opportunities: Join us as we continue to expand and enhance our services.
- Comprehensive Benefits: Enjoy unlimited PTO, medical, dental, vision, and generous parental leave policies.
At Athelas, we are committed to fostering a diverse and inclusive team. We welcome applicants from all backgrounds and levels of experience, believing that great talent can come from anywhere. We also provide reasonable accommodations throughout the application process.
Employees are expected to adhere to the organization's information security policies, ensuring the protection of assets from unauthorized access and reporting any potential security risks.
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