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Avel eCare · 2 hours ago

Clinical IT Analyst

United States

Full-time

Remote

Mid Level

Avel eCare is a nationally recognized leader in telemedicine, operating one of the most extensive virtual healthcare networks in the world. The Clinical IT Analyst provides advanced technical and workflow support for clinical and telehealth systems, ensuring uninterrupted patient care and exceptional customer experience.

Health CareHospitalMedical

Responsibilities

Provides advanced technical support for clinical and telehealth systems (including EMRs, PACS, dictation, telehealth platforms, and device integrations) to ensure continuity of patient care and customer operations

Troubleshoots, analyzes, and resolves complex software, hardware, connectivity, and workflow issues, including escalated cases from Tier 1 support teams, using structured problem-solving methodologies

Serves as a primary liaison between clinical users, customers, and internal teams (IT, Engineering, Product, Hosting, and Customer Success) to coordinate issue resolution and communicate status updates clearly

Creates, documents, tracks, and manages support cases in ticketing systems, maintaining accurate timelines, findings, root cause analysis, and resolution steps

Performs system monitoring, application log analysis, and issue reproduction to support root cause identification, vendor escalation, and long-term corrective actions

Supports system upgrades, go-lives, configuration changes, and workflow enhancements, including providing virtual or on-site support during critical implementations as needed

Translates clinical and customer workflow needs into effective technical solutions that improve system reliability, efficiency, and user experience

Delivers individual or small-group training on clinical systems, workflows, and best practices, and contribute to knowledge base articles and support documentation

Supports critical incident response during scheduled working hours, handling time-sensitive issues with professionalism, urgency, and composure

Advocates for customers and clinical users by identifying recurring issues, operational risks, and improvement opportunities, and communicating these insights to leadership to support continuous improvement

Qualification

Healthcare IT supportTroubleshooting skillsAnalytical thinkingEMR-related certificationsCustomer advocacyTraining deliveryCommunication skillsProblem-solving skills