Description
• Serve as the primary technical lifeline for more than 200 clinical facilities and 150+ physicians who rely on Skilled Wound Care’s mobile and desktop platforms every day. You will triage, diagnose, and resolve hardware, software, and network issues across iOS, Android, Windows, and macOS environments, ensuring zero disruption to patient care.
• Own the end-to-end ticket lifecycle in our help-desk system (Freshservice/Zendesk or similar). From initial intake through root-cause analysis and post-resolution follow-up, you will document every interaction, maintain a 95 %+ first-contact resolution rate, and turn recurring pain points into knowledge-base articles that scale our support capacity.
• Provide multi-channel, patient-centric support via phone, secure text, email, and live chat during core business hours (7 a.m.–7 p.m. Pacific) and rotating on-call coverage for urgent after-hours escalations. You will adapt your communication style to clinicians with varying technical fluency, translating complex workflows into clear, actionable steps.
• Partner daily with Clinical Quality Assurance to ensure that EHR data integrity issues are resolved within 24 hours, protecting both regulatory compliance (HIPAA, HITECH) and reimbursement accuracy. You will run SQL queries or EHR-specific reports to identify anomalies and coordinate hot-fix deployments with our engineering team.
• Collaborate with Medical Billing to troubleshoot claim rejections tied to missing or mis-coded wound measurements. You will trace data lineage from point-of-care capture to clearinghouse submission, correcting mappings and training end-users on best-practice documentation.
• Act as the voice of the customer in sprint-planning sessions alongside Product, Engineering, and UX. You will surface top ticket drivers, propose usability enhancements, and validate fixes in staging environments before they reach production.
• Deploy, configure, and maintain 500+ mobile devices (iPhone/iPad and Android tablets) using MDM solutions such as Jamf, Intune, or AirWatch. You will enforce encryption, app whitelisting, and certificate management policies while enabling seamless single sign-on for clinicians who move between facilities.
• Design and deliver monthly “Tech Tips” webinars and quick-reference guides that reduce ticket volume by at least 15 % quarter-over-quarter. Topics range from EHR shortcuts and camera calibration for wound photography to secure messaging etiquette under HIPAA.
• Monitor system health across AWS-hosted applications, third-party integrations (LabCorp, Epic MyChart, DrFirst), and on-premise servers at headquarters. You will respond to PagerDuty alerts, perform failover tests, and coordinate disaster-recovery drills twice per year.
• Champion continuous improvement by maintaining an internal wiki, mentoring junior support agents, and participating in ITIL-based process reviews. Your insights will directly influence SLAs, escalation matrices, and customer-satisfaction KPIs that define Skilled Wound Care’s reputation in post-acute care.
• Exhibit unwavering professionalism and empathy when supporting clinicians who are often under time pressure at the bedside. Your ability to de-escalate frustration and restore confidence in our technology translates into better patient outcomes and stronger provider retention.
• Embrace a fully remote, yet highly collaborative culture. You will join daily stand-ups via Zoom, contribute to Slack channels that span engineering, clinical, and billing teams, and travel up to 10 % annually for on-site training or major go-lives at new partner facilities.