Clinician Technical Operations Support Specialist

Hidden Jobs; United States; Remote; USD 75,000 - 92,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan

Paid time off (PTO)

Holidays

Job summary

array-behavioral-care is hiring for a remote role focused on providing frontline technical and operational support to clinicians delivering virtual behavioral health services. You will serve as the primary contact, troubleshoot access and workflow issues, and coordinate incident responses to minimize disruptions to patient care.

The role requires 3–5 years in healthcare operations or IT support, strong problem-solving, and collaboration with cross-functional teams.

Qualifications

• Bachelor's degree or equivalent relevant experience
• 3-5 years in healthcare operations, technical operations, service delivery, IT support, or related field
• Experience with cross-functional teams in a fast-paced operational environment
• Troubleshooting technology issues and managing operational escalations
• Strong analytical, organizational, and problem-solving abilities
• Hands-on experience with ticketing systems, incident management processes, and support workflows
• Ability to independently manage multiple requests, assess urgency and impact, coordinate across teams, and follow issues through resolution
• Excellent written and verbal communication skills

Responsibilities

• Serve as the first line of support for clinicians needing help with system access, authentication, connectivity, clinical applications, and related workflows; escalate complex issues to the right internal or external resource
• Coordinate real-time incident response and partner with internal and external stakeholders to resolve technical disruptions affecting clinical operations
• Support scheduled and unscheduled downtime events by executing established communication, escalation, and continuity procedures
• Maintain troubleshooting documentation, response protocols, partner-specific technical requirements, and operational playbooks
• Track support requests, incidents, and recurring issues; compile basic metrics and surface trends with recommended improvements to leadership
• Participate in process improvement initiatives and provide feedback about clinician support needs and recurring technical challenges

Job description

Role overview

Act as the primary point of contact for clinicians delivering care through a virtual behavioral health service, providing responsive technical and operational support. The role blends hands‑on troubleshooting with clinician‑facing operations coordination, helping practitioners stay productive so patient care is uninterrupted.

Responsibilities

• Serve as the first line of support for clinicians needing help with system access, authentication, connectivity, clinical applications, and related workflows; escape complex issues to the right internal or external resource.
• Coordinate real‑time incident response and partner with internal and external stakeholders to resolve technical disruptions affecting clinical operations.
• Support scheduled and unscheduled downtime events by executing established communication, escalation, and continuity procedures.
• Maintain troubleshooting documentation, response protocols, partner‑specific technical requirements, and operational playbooks.
• Track support requests, incidents, and recurring issues; compile basic metrics and surface trends with recommended improvements to leadership.
• Participate in process improvement initiatives and provide feedback about clinician support needs and recurring technical challenges.

Requirements

• Bachelor's degree in information systems, business administration, operations management, or a related field, or equivalent relevant experience.
• Three to five years of proven experience in healthcare operations, technical operations, service delivery, IT support, or a closely related field.
• Experience working with cross‑functional teams in a fast‑paced operational environment.
• Demonstrated experience troubleshooting technology issues and managing operational escalations.
• Strong analytical, organizational, and problem‑solving abilities.
• Hands‑on experience with ticketing systems, incident management processes, and support workflows.
• Ability to independently manage multiple requests, assess urgency and impact, coordinate across teams, and follow issues through resolution.
• Excellent written and verbal communication skills.

Nice to have

• Experience supporting clinicians, providers, or healthcare service delivery operations.
• Familiarity with electronic health record platforms such as Epic, Oracle Health/Cerner, MEDITECH, or similar systems.
• Experience working with Citrix environments and remote access technologies.
• Knowledge of healthcare technology workflows and operational support models.
• Experience using reporting tools, ticketing systems, or support dashboards.
• Project management, Lean, or process improvement experience.

Benefits and work setup

• Remote position, with a preference for candidates based in the Central Time Zone.
• Exempt, full‑time employment reporting to the Director of OnDemand Operations.
• Pay range of $75,000 to $92,000 per year, depending on skills, experience, education, and other job‑related factors.
• Medical, dental, and vision insurance, plus employer‑paid life and long‑term disability coverage.
• Voluntary benefits including short‑term disability, supplemental life, accident, critical illness, hospital, and confinement insurance, plus FSA and HSA contributions.
• 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays.
• 401(k) retirement plan.