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Clinical Application Support Technician

Join One Wise Tech and Help Improve Healthcare Through Technology Rocky Mountain Care is seeking a Clinical Application Support Technician to join our One Wise Tech team. OneWiseTech is the technology services team supporting Rocky Mountain Care and its affiliated facilities. This role supports the technology systems that caregivers, clinicians, and business staff rely on every day to provide exceptional resident and patient care. 

The Clinical Application Support Technician serves as a first-line resource supporting electronic health records (EHR), clinical applications, business applications, referral portals, and user access management. This position works closely with operational leaders, application owners, vendors, and healthcare professionals to ensure reliable, secure, and effective technology solutions throughout the organization. 

For scale: our application support team handled roughly 230 calls and 550 tickets a month. The most common requests are account creations and deactivations. 

What You'll Do 

Application Support 

In this role, you will help employees use the clinical and business applications they depend on to complete their work. This may include helping a caregiver access an assigned system, troubleshooting a workflow that is not working as expected, coordinating with a vendor on an application issue, or helping a department understand how to use an application correctly. 

• Provide support for clinical applications across Rocky Mountain Care. 

• Respond to application-related service requests and operational issues. 

• Troubleshoot application access and functionality issues and gather the details needed to escalate integration issues. 

• Escalate complex issues appropriately and coordinate with vendors when needed. Open and track routine vendor cases under the direction of the Application Administrator. 

User Access Management 

You will help ensure that employees have the appropriate access to the systems they need for their job roles. Examples include setting up access for a new employee, updating access when an employee changes positions, removing access when an employee leaves the organization, and helping users resolve login or multi-factor authentication issues. 

• Create, modify, audit, and disable user accounts in accordance with established procedures. 

• Support role-based access, authentication processes, MFA, password management, and account troubleshooting. 

• Maintain accurate access records and supporting documentation. 

• Complete onboarding and offboarding access tasks within the timeframes set by RMC procedure, and confirm in writing when access has been removed. 

Referral Portal Support 

Rocky Mountain Care receives hospital and health-system referrals through roughly 25 external referral portals across the states we serve. Each portal has its own accounts, credentials, and verification requirements. Keeping those accounts accurate and up to date is a day-to-day responsibility of this role, and it directly affects whether referrals reach our buildings. 

• Create, update, and disable referral portal accounts during employee onboarding, role changes, and offboarding. 

• Perform password resets, account unlocks, and MFA assistance for portal users. 

• Complete routine site verifications and account re-attestations before external deadlines, which are time-sensitive and can suspend access if missed. 

• Maintain the register of portals, accounts, and assigned users so that access can be reliably reviewed and removed. 

Customer Service and Technical Support 

Provide front-line support to caregivers, nurses, therapists, business office staff, and other team members who rely on technology to perform their daily work. This may include helping a nurse access a resident's chart, troubleshooting an application that is not functioning properly, assisting a new employee with system access, or helping users navigate software workflows. 

The Clinical Application Support Technician is responsible for responding to support requests, communicating with users throughout the troubleshooting process, and ensuring issues are resolved promptly. The technician documents the problem reported, the troubleshooting steps performed, and the final resolution in the IT ticketing system so that issues can be tracked, reported on, and referenced in the future. 

This position also maintains support documentation, knowledge articles, and standard procedures to improve consistency and deliver better service to our users. 

Security and Compliance 

Because Rocky Mountain Care operates in a healthcare environment, protecting resident and patient information is a critical responsibility of this position. The Clinical Application Support Technician helps ensure that employees have appropriate access to the systems they need while protecting sensitive information from unauthorized access. 

Daily responsibilities may include creating and removing user accounts, reviewing security settings, assisting users with multi-factor authentication (MFA), troubleshooting access issues, and producing access and account reports for the Application Administrator's review. This role works closely with application owners and vendors to adhere to RMC procedures for HIPAA privacy and security requirements. 

Continuous Improvement 

This role also helps identify recurring issues and opportunities to improve support processes. The technician may assist with application testing, training materials, knowledge sharing, and support readiness activities so users receive consistent and reliable help.

Benefits 

• Medical, Dental, and Vision Insurance 

• Paid Time Off (PTO) 

• Paid Holidays 

• Employee Assistance Program 

• Professional Development and Training Opportunities 

• Healthcare Technology Career Growth Opportunities 

• On-demand access to earned wages before payday 

Why Join OneWiseTech? 

At Rocky Mountain Care, technology directly supports our mission of delivering exceptional resident and patient care. As a member of the One Wise Tech team, you'll work with clinical systems, healthcare technologies, and innovative solutions that make a meaningful impact across our organization. 

This position offers an excellent opportunity for someone looking to build a career in healthcare technology, clinical application support, healthcare IT, or healthcare informatics. 

One Team. One Mission. OneWiseTech. 

Required Qualifications 

• High School Diploma or GED. 

• One (1) year of experience in Information Technology, Healthcare Technology, Application Support, Help Desk Support, or a related field. 

• Strong customer service and communication skills. 

• Ability to learn and support multiple software applications and adapt to frequent changes. 

• Ability to work effectively in a healthcare environment while maintaining confidentiality. 

• Ability to pass a background check and complete HIPAA and security awareness training prior to receiving system access. 

• Accuracy and follow-through on repetitive access tasks. This role is a control that protects patient information, and consistency matters more than speed. 

Preferred Qualifications 

• Associate's or Bachelor's degree in Information Technology, Healthcare Informatics, Clinical Operations, or a related field. 

• Experience supporting Electronic Health Record (EHR) systems. 

• Experience with MatrixCare (Brightree), PointClickCare, ExaCare, Ethizos 

• Experience with hospital or payer referral portals, or with account administration across multiple external systems. 

• Experience working in healthcare, long-term care, post-acute care, or senior care environments. 

• CompTIA ITF+, A+, Network+, Security+, or equivalent certifications. 

• Healthcare experience such as CNA, Medical Assistant, or similar clinical background. 

Knowledge, Skills and Abilities 

• Strong troubleshooting and analytical skills. 

• Excellent verbal and written communication skills. 

• Understanding of user account management and authentication concepts. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Strong documentation and organizational skills. 

• Ability to work independently and collaboratively across departments. 

• Commitment to customer service excellence and continuous improvement. 

• Comfort working to deadlines set by outside organizations, such as portal verification windows.