Application Support Liaison (PACE, Rx Kiosks)

exactcare; United States; Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Flexible spending options

Company-paid life insurance

Short-term disability

Retirement savings plan

Paid time off and paid holidays

Job summary

ExactCare is seeking a role that acts as the operational bridge between business users, technical teams, and application support for PACE operations and automated prescription-kiosk environments. The role translates business needs into support requirements, coordinates incidents, monitors service delivery, and improves user experience.

This position is remote but involves substantial onsite engagement, hands-on troubleshooting, and travel to client or regional locations; up to 40% travel may be

Qualifications

• Bachelor’s degree in CS/IS/Engineering or equivalent experience.
• At least two years in healthcare IT application support or systems analysis.
• One to two years of direct PACE support or extensive PACE EHR experience.
• Experience with automated prescription kiosks and healthcare terminology.
• Strong analytical, organizational, and communication skills with business impact.

Responsibilities

• Serve as the primary liaison between business units and technical support, ensuring SLAs.
• Coordinate cross-functional response to high-priority incidents with clear status updates.
• Monitor queues to identify systemic issues and usability improvements.
• Visit sites to assess performance, troubleshoot with users, and build relationships.
• Support readiness and knowledge transfer for major launches; keep docs current.
• Identify opportunities to automate support processes and communicate changes.

Skills

Analytical skills

Organizational skills

Communication skills

Problem-solving

Education

Bachelor’s degree in Computer Science / Information Systems / Engineering

Tools

ARxium

StatSafe

ESI

PACE EHR software

Job description

Role overview

Act as the operational bridge between business users, technical teams, and application support for PACE operations and automated prescription-kiosk environments. The role translates business needs into support requirements, coordinates high-impact incidents, monitors service delivery, and improves the user experience. It is remote but includes substantial onsite engagement, hands-on troubleshooting, and travel to client or regional locations.

Responsibilities

• Serve as the primary contact between business units and technical support teams, ensuring services meet operational expectations and agreed service levels.
• Coordinate cross-functional response to priority incidents and provide concise, non-technical status updates during outages or disruptions.
• Monitor support queues and ticket patterns to identify systemic problems, workflow friction, and opportunities to improve application usability.
• Visit operational sites to assess system performance, observe real-world workflows, troubleshoot directly with users, and build trusted relationships.
• Support business readiness and enhanced support periods for major application launches, while keeping training and knowledge-base materials current.
• Identify opportunities to automate support processes and communicate application changes, expectations, and improvement recommendations to stakeholders.

Requirements

• Bachelor’s degree in computer science, information systems, engineering, or an equivalent combination of education and experience.
• At least two years of healthcare IT application support or systems-analysis experience.
• One to two years of direct PACE support or extensive experience with specialized PACE electronic health-record software.
• Technical experience with automated prescription kiosks, such as ARxium, StatSafe, or ESI, and familiarity with healthcare terminology.
• Strong analytical, organizational, communication, and problem-solving skills, including the ability to explain technical issues in terms of business impact.
• Ability to work independently, manage competing priorities, adapt to change, and remain effective in a fast-paced environment.

Benefits and work setup

• Full-time remote position, generally averaging 40 hours per week, with occasional availability outside standard hours.
• Up to 40% travel may be required for onsite visits, client engagements, meetings, conferences, or special events.
• Full-time benefits include medical, dental, and vision coverage; flexible spending options; company-paid life insurance and short-term disability; voluntary benefits; retirement savings; paid time off; and paid holidays. Medical, dental, and vision coverage begin the first day of the month after hire.