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Technical Support Engineer

Athelas

Athelas

IT, Customer Service
Remote
Posted on Friday, June 7, 2024

Every day, it feels like healthcare becomes less about the practice of medicine. Hospitals and private practices operate on razor-thin margins, caught between the bureaucracy of insurance companies and ballooning administrative costs. And technological advancements — from electronic health record systems to dictation software — have failed to live up to their promise of making the lives of all healthcare staff easier.

Athelas' mission is to once again make health the focus of healthcare by using AI and automation to eliminate distractions and keep providers connected to their patients throughout the care journey.

The Athelas suite of automated and AI-enabled hardware, software, and services results in happier and healthier patients, less time wasted on administrative tasks, safer staff, and more reliable insurance reimbursements. Since merging with Commure, our growing suite of solutions now includes:

  • Patient Engagement - Commure Engage empowers providers to connect with their patients throughout the care journey, reducing no-shows and improving health outcomes

  • Workflow Automation - PatientKeeper and other workflow tools automate repetitive tasks, allowing healthcare workers to spend more time with patients

  • Staff Safety - Commure Strongline protects staff from workplace violence by empowering them to call for help to de-escalate potentially violent situations

  • At-Home Monitoring - Athelas Care Management offers a suite of remote sensors that allow doctors to bring healthcare into the home, saving lives through early intervention

  • Billing Solutions - Athelas RCM offers AI-driven, full-cycle revenue cycle management solutions that optimize claims submission, ensuring insurers pay every dollar they owe for work performed by healthcare providers

  • Automated Dictation - Athelas Scribe utilizes the power of LLMs to record and automatically summarize appointments, saving doctors countless hours every day

Athelas takes a provider-focused approach to healthcare and the healthcare industry has noticed. We’ve grown more than 500% year over year for three consecutive years. We support more than 250,000 clinicians and staff and hundreds of thousands of patients across hundreds of care sites. And we’re just getting started. Backed by General Catalyst, Sequoia, and many other leading investors, Athelas & Commure is positioned to be the defining healthcare tech company of the next 15 years.

If you're eager to advance our mission to make health the focus of healthcare, come join us!

Role Summary:

Commure + Athelas is seeking a Technical Support Engineer II to join our Technical Support Team. You will provide both technical and operational support for the PatientKeeper product line, focusing on customer satisfaction and efficient support operations. With a data-driven and customer-focused mindset, you'll be viewed as a key liaison with the functional teams and clients.

This full-time remote position will work with PatientKeeper’s clients to troubleshoot and resolve technical and usage issues on both the frontend and backend of the application. A combination of exceptional technical aptitude, analytical skills, customer service orientation and communications skills are crucial for success in this position. You will play a vital role in ensuring the quality and reliability of PatientKeeper client systems, directly impacting the quality of care for hundreds of thousands of patients every day across the US, Canada and UK.

Responsibilities

  • Provide technical support for healthcare software applications via phone, email, and remote sessions, focusing on resolving client issues and ensuring optimal system performance.

  • Troubleshoot and resolve application issues, including system errors, data discrepancies, network connectivity, and interface problems.

  • Document and maintain support cases in the company CRM system (Salesforce), tracking all support activities and resolutions.

  • Develop and maintain support documentation and knowledge base articles in Jira/Confluence

  • Collaborate with clients to understand their workflows and provide guidance on system usage and best practices.

  • Work closely with Engineering and Product teams to identify and resolve software defects and implement software updates.

  • Assist with system upgrades, configuration changes, and optimizations to maintain system integrity and performance.

  • Conduct training sessions for internal teams and clients to enhance their understanding and utilization of the software applications.

  • Participate in on-call rotations to provide 24x7 client support.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, Healthcare Administration, or a related field, or equivalent work experience.

  • 1-3 years of experience in a technical support role, preferably within the healthcare industry.

  • Strong analytical and problem-solving skills.

  • Excellent verbal and written communication skills.

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

  • Experience with SQL and database management.

  • Understanding of healthcare workflows and clinical documentation processes.

Preferred Skills

  • Understanding of web technologies (such as Apache, Tomcat, JSP, PHP, HTML, XML, or JavaScript)

  • Knowledge of HL7, FHIR, and other healthcare data exchange standards.

  • Prior experience in Healthcare IT either in a provider setting or with a company providing healthcare information systems

  • Previous experience working in a healthcare provider setting.

  • Exposure to Meditech or other HIS is a plus

The salary range that Commure/Athelas reasonably expects to pay for this position is $80,000 to $95,000. Actual salary offered will vary depending on factors including but not limited to: location, education, experience, skills, and qualifications. In addition to your salary, Commure also offers many competitive elements in our total compensation package for employees such as equity, a comprehensive benefits package, and flexible time off.

Why You’ll Like Working with Athelas

  • Execution focused, driven team: Join a team with an incredible record - we are the smallest, fastest company in history to receive FDA hematology clearance. We are also the largest Remote Patient Monitoring company in the US, with a fast-growing SaaS Revenue Cycle Management business as well

  • Technology Focus: Revolutionizing how technology can be used in the healthcare industry

  • Strong Backing: $132M Series B raised from the likes of Sequoia, General Catalyst, Tribe, Y Combinator

  • Mission Driven: We are changing the way healthcare is provided, bringing it directly to the people who need it with technology-enabled solutions

  • Incredible Growth: Revenue growth of 5x over the past 6 months and we're just getting started!

  • Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off.

Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization.

Employees will be required to attest to these requirements upon hire and on an annual basis.