Sr. Support Engineer, Clinical Apps Admin

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Sr. Support Engineer, Clinical Applications Administration is responsible for the management and support of clinical applications utilized within Concentra. This role involves troubleshooting complex issues that arise within these applications, ensuring that they operate efficiently and effectively to meet the needs of healthcare professionals. The specialist conducts regular system updates and maintenance to ensure optimal performance, while also implementing security measures to protect sensitive patient data. Additionally, they are tasked with monitoring application performance metrics, analyzing data trends, and making recommendations for improvements based on user feedback and system analytics.

• Troubleshoot clinical application - Responsible for diagnosing and resolving issues related to clinical applications, including analyzing error logs, conducting root cause analysis, and collaborating with software vendors to implement fixes. They will also provide support for system upgrades and ensure that all clinical applications are functioning optimally for end-users.
• Perform system updates - Tasked with performing regular system updates, applying patches, and conducting maintenance checks on clinical applications to ensure optimal performance and security. This includes troubleshooting issues that arise during updates and collaborating with other IT teams to resolve any conflicts or dependencies.
• Monitor application performance - Continuously monitoring the performance of clinical applications, analyzing performance metrics, troubleshooting issues, and implementing solutions to optimize application efficiency. This includes using diagnostic tools to identify bottlenecks and collaborating with development teams to address software- related problems. Implement security measures for data and maintain security protocols to safeguard sensitive patient data, including encryption, access controls, and regular audits. Collaborate with IT teams to ensure compliance with healthcare regulations and standards.
• Collaborate with healthcare professionals - Engage with healthcare professionals to gather feedback on clinical applications, identify issues, and suggest improvements. Conduct regular meetings to discuss user experiences and facilitate training sessions to enhance application usage.
• Analyze data trends for system - Collect and analyze system performance data, identify trends, and recommend improvements for clinical applications. This includes using analytical tools to assess data integrity, monitoring application usage patterns, and collaborating with cross-functional teams to implement changes that enhance system efficiency.
• Provide technical support - Provide advanced technical support to end-users by troubleshooting and resolving issues related to clinical applications, ensuring timely responses and effective solutions. Collaborate with crossfunctional teams to identify root causes of problems and implement corrective actions. Maintain documentation of support activities and user interactions for future reference.
• Document troubleshooting processes - Diagnose and resolve complex issues related to clinical applications, including analyzing error logs, performing root cause analysis, and implementing effective solutions. This role requires collaboration with cross-functional teams to ensure seamless integration of applications and adherence to compliance standards.
• Train staff on clinical applications - Conduct training sessions for clinical staff on the usage of various clinical applications, ensuring they understand functionalities and best practices. Develop training materials and user guides tailored to different user levels. Provide ongoing support and troubleshooting during training.
• Participate in project planning and implementation of new systems - Collaborate with cross-functional teams to assess project requirements, define technical specifications, and contribute to the implementation of new clinical applications. This includes gathering user feedback, testing system functionality, and ensuring seamless integration with existing platforms.

• Education Level: Bachelor’s Degree; Major: Computer Science (Experience in lieu of required education is acceptable)
• Must have at least 8 years of experience providing technical support for clinical applications, troubleshooting issues, and assisting end-users with software functionality
• Familiarity with electronic health records (EHR) systems and healthcare IT infrastructure is essential.
• Perform system updates
• Monitor application performance
• Experience implementing security measures
• Extensive experience in supporting clinical applications, including troubleshooting, configuration, and user training.
• Analyze data trends for system
• Provide technical support to end-users
• Extensive experience in diagnosing and resolving issues related to clinical applications, including
• EHR systems, patient management software, and medical device integrations. Familiarity with SQL databases and application performance monitoring tools is essential.
• Train staff on clinical applications

Job-Related Skills/Competencies

• Communication - Effective verbal and written communication skills, actively listen to clients, and effectively convey technical information in a clear and concise manner. They should also be able to collaborate with cross-functional teams and provide exceptional customer service.
• Problem Solving - Proven analytical skills, critical thinking, and the ability to troubleshoot complex issues effectively. They should be able to assess situations quickly, identify root causes, and develop practical solutions while collaborating with cross-functional teams.
• Team Collaboration - Excellent interpersonal skills, actively participate in team meetings, effectively communicate with colleagues and stakeholders, and contribute to a positive team environment. They should be able to resolve conflicts amicably and support team objectives through collaboration.
• Customer Service - Demonstrate strong communication skills, empathy, problem-solving abilities, and the capacity to handle customer inquiries effectively. They must be able to provide clear guidance and support to users of clinical applications, ensuring a positive experience.
• Adaptability - Flexibility in adjusting to new processes, technologies, and environments. They must effectively manage shifting priorities and remain open to feedback while collaborating with diverse teams.
• Time Management Skills - Ability to prioritize tasks effectively, manage multiple support requests simultaneously, and meet deadlines consistently. Strong organizational skills and the ability to adapt to changing priorities are essential.
• Attention to Detail -Solid organizational skills, thoroughness in documentation, and the ability to spot errors or inconsistencies in clinical applications. They should be able to meticulously follow procedures and ensure accuracy in all tasks related to support and administration of clinical applications.
• Conflict Resolution - Strong interpersonal skills, the ability to listen actively, and the capacity to mediate disputes effectively. They must be able to analyze conflicts, understand different perspectives, and facilitate constructive discussions to reach a resolution.