Remote IT Clinical Support Representative - FT/On-Call/Weekends in at ACCESS PHYSICIANS MANAGEMENT SERVICES ORGA

Who We Are

Access TeleCare is redefining how hospitals and health systems deliver Specialty Care—closing access gaps, improving patient outcomes, and supporting overburdened clinical teams through best-in-class telemedicine solutions.

As the nation’s largest provider of telemedicine technology and acute clinical services, our Telemed IQ platform enables life-saving care across behavioral health, psychiatry, and beyond. We are proud to be the first acute telemedicine provider to earn and continuously maintain The Joint Commission’s Gold Seal of Approval.

We love what we do and if you want to know more about our vision, mission and values go to accesstelecare.com to check us out.

The Opportunity

The IT Clinical Support Representative Tier 2 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 to achieving our company’s care philosophy. This role supports a 24/7 healthcare environment and requires flexibility to participate in an occasional on-call rotation, as well as provide support during weekends and holidays as needed to ensure uninterrupted service and exceptional patient care.

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
• Work with infrastructure and product engineering to develop pre- and post- patching process to ensure proper implementation without any outages
• Coordinate patch schedule with infrastructure management, security operations, governance, and clinical operations
• Create and document operational metrics, report project status as required for all recurring and non-recurring efforts
• Test new releases of products to ensure compatibility and minimize user impact
• Develop and document technical processes and procedures as needed
• Must be able to work on-call shift in a round robin setting with other teammates
• Assist with other relevant projects as assigned
• Serve as an escalation path for Tier 1 Clinical Support Representatives
• Other duties as assigned

What You’ll Bring

• Bachelor’s Degree in Technical Management, Computer Science, Engineering or related field, or equivalent work experience
• 2 years 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 preferred
• Proficient with support software, databases, networking, and remote control
• Exemplary project management capabilities, able to develop, manage and execute through completion
• Knack for optimization of reporting and tracking systems for performance measurement
• Demonstrated track record in collaborating and communicating with a diverse and distributed team environment
• Ability to monitor system performance and determine appropriate times to intervene as to not impede clinical care
• Highly organized with exceptional attention to detail
• Capable of working effectively under deadlines and self-manage multiple projects simultaneously
• Strong analytical, organizational, and time management skills
• Flexibility and adaptability in a fast-paced environment
• Ability to thrive in 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

Why Join Access TeleCare

• 100% Remote Work
• Health Insurance (Medical, Dental, Vision)
• Comprehensive benefits — health, dental, vision, life, and 401(k)
• Flexible vacation and wellness days — we value performance and balance
• Culture of ownership, transparency, and results — where the best ideas rise
• Directly impact patient access nationwide

Access TeleCare, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances.