Clinical EHR/EMR Application Support Specialist

Application Support & Maintenance - Healthcare Provider - Clinical EHR/EMR Specialist Responsibilities: • The role requires working from the designated ODCs in Noida, Bangalore, or Hyderabad and adhering to the assigned 24x7 shift roster. Incident & Problem Management: Investigate, troubleshoot, and resolve L2/L3 incidents for COTS healthcare applications, ensuring timely restoration of services and adherence to SLAs; perform root cause analysis for recurring issues. • Application Monitoring & Maintenance: Proactively monitor application health, interfaces, and batch jobs; perform regular maintenance, patch validation, and upgrades in coordination with vendors and internal teams. • Change & Release Support: Assess, implement, and validate application changes (configurations, patches, upgrades) through controlled release processes, including impact analysis and rollback planning. • Stakeholder & Vendor Coordination: Act as a liaison between business users, IT teams, and third-party vendors for issue resolution, enhancements, and escalations, particularly for regulated healthcare workflows. • Compliance & Documentation: Maintain knowledge articles, runbooks, and audit documentation; ensure adherence to healthcare regulations (e.g., HIPAA), security standards, and data privacy requirements Skillset Description- • Mandatory Skill Set: Experience working within the US Healthcare Provider domain, with a strong understanding of hospital workflows and operational support. • Provide L2/L3 production support for EMR, EHR, HIS, and other healthcare applications, ensuring high availability, stability, and system reliability. • Monitor application performance, investigate incidents, troubleshoot issues, and resolve problems within defined SLA targets. • Manage Incident, Request, Problem, Change, and Release Management activities in accordance with ITIL best practices. • Diagnose and resolve application, interface, data, integration, and workflow-related issues using logs, database queries, and system analysis. • Collaborate with physicians, nurses, technicians, and administrative staff to support clinical, operational, and business workflows. • Coordinate with vendors, infrastructure, database, and development teams to drive timely issue resolution and continuous service improvements. • Support application upgrades, patch deployments, release validation, system testing, and configuration management activities. • Perform Root Cause Analysis (RCA) for recurring issues and implement corrective and preventive actions to improve system stability. • Develop, maintain, and update operational documentation, SOPs, knowledge base articles, and support procedures. • Ensure compliance with healthcare regulations, security standards, privacy requirements, and organizational policies. • Participate in on-call support rotations and provide production support for mission-critical healthcare applications. • Support healthcare interoperability and integrations involving EMR/EHR systems, laboratory, radiology, pharmacy, billing, and other clinical applications. Experience Level Mid Level