SUMMARY
The Clinical IT Analyst provides advanced technical and workflow support for clinical and telehealth systems, ensuring uninterrupted patient care and exceptional customer experience. This role serves as a key liaison between clinical users, customers, and internal IT, Engineering, and Product teams, resolving complex technical issues while translating clinical and customer needs into effective technical solutions. This position supports enterprise healthcare customers and providers, manages escalated technical cases, and plays a critical role in system reliability, workflow optimization, and customer satisfaction.
General Hours of Work: 40 hours per week
Exempt/Nonexempt: Exempt - Full Time
Department/Unit: IT
Hours/FTE: 40 hours per week/1.0 FTE
Reports To: Director of Clinical Informatics
ESSENTIAL FUNCTIONS
1. Provides advanced technical support for clinical and telehealth systems (including EMRs, PACS, dictation, telehealth platforms, and device integrations) to ensure continuity of patient care and customer operations.
2. Troubleshoots, analyzes, and resolves complex software, hardware, connectivity, and workflow issues, including escalated cases from Tier 1 support teams, using structured problem-solving methodologies.
3. Serves as a primary liaison between clinical users, customers, and internal teams (IT, Engineering, Product, Hosting, and Customer Success) to coordinate issue resolution and communicate status updates clearly.
4. Creates, documents, tracks, and manages support cases in ticketing systems, maintaining accurate timelines, findings, root cause analysis, and resolution steps.
5. Performs system monitoring, application log analysis, and issue reproduction to support root cause identification, vendor escalation, and long-term corrective actions.
6. Supports system upgrades, go-lives, configuration changes, and workflow enhancements, including providing virtual or on-site support during critical implementations as needed.
7. Translates clinical and customer workflow needs into effective technical solutions that improve system reliability, efficiency, and user experience.
8. Delivers individual or small-group training on clinical systems, workflows, and best practices, and contribute to knowledge base articles and support documentation.
9. Supports critical incident response during scheduled working hours, handling time-sensitive issues with professionalism, urgency, and composure.
10. Advocates for customers and clinical users by identifying recurring issues, operational risks, and improvement opportunities, and communicating these insights to leadership to support continuous improvement.
REQUIRED EDUCATION and/or EXPERIENCE
• Experience in supporting healthcare, clinical, or enterprise software systems in a customer-facing role is required.
• Strong troubleshooting skills across applications, operating systems, devices, and integrations is required.
• Excellent written and verbal communication skills with clinical, technical, and executive stakeholders is required.
• Ability to work independently in fast-paced, interruption-prone environments is required.
• Strong analytical thinking and structured problem-solving skills is required.
CERTIFICATION, LICENSURE, and/or REGISTRATIONS
• Healthcare IT, informatics, or EMR-related certifications (e.g., Epic, CAHIMS, CPDHTS), preferred.
ABOUT AVEL eCARE
Avel eCare is a nationally recognized leader in telemedicine, operating one of the most extensive virtual healthcare networks in the world. Based in Sioux Falls, South Dakota, Avel partners with more than 650 health systems, rural hospitals, clinics, and facilities to deliver innovative telehealth solutions. Our services span Behavioral Health, Critical Care, Emergency, Hospitalist, Pharmacy, Specialty Clinic, Senior Care, and School Health — impacting nearly two million patients annually.
For three decades, Avel has been at the forefront of healthcare innovation, developing telehealth solutions that reduce costs, save time, and remove barriers to quality care. Join our mission-driven team and help reshape the future of healthcare.
MISSION
“Every person and every community deserves access to high quality care. Avel’s experts collaborate with local clinicians through telemedicine, to deliver high quality care when and where it’s needed.”
VISION
“Avel eCare serves as a catalyst for change. We are creating a future of health care without boundaries through Service, Quality, Collaboration, and Innovation.”
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