Senior Client Support Specialist

Contexture

. Serve as Subject Matter Expert in assigned subject areas .

Posted 11/5/2026full-timeUnited StatesSenior💰 $5,147 - $5,833 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer service and operational support within health information technologies, with a strong focus on troubleshooting, data workflows, and effective communication. Capable of mentoring team members and managing competing priorities in a dynamic environment.

Highest-signal resume keywords

Technical Customer Service ExperienceHealth Information Technologies SupportKnowledge of HL7 StandardsAdvanced Microsoft Office SkillsAnalytical and Organizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Health Data Hub (HDH)Mirth ConnectConnexionHelpdesk ProcessesBasic Computing HardwareMicrosoft WindowsMicrosoft Office / Office 365HL7 v2.xHL7 v3.xClinical Code Sets

Soft Skills

Excellent Written CommunicationExcellent Oral CommunicationAttention to DetailRelationship BuildingCreative Problem-Solving

Tools & Technologies

CRM SoftwareOktaMicrosoft TeamsVideo TechnologiesDesktop Technologies

Certifications & Qualifications

A+ CertificationMicrosoft Certifications

Industry Keywords

HealthcarePatient Requests for Information (ROIs)Data WorkflowsTechnical SupportOnboarding

About the role

Key responsibilities & impact

Serve as Subject Matter Expert in assigned subject areas
Provide helpdesk and technical support for consumers, participants, and internal partners using Contexture’s platforms
Mentor and train Client Support Specialists
Collaborate with the Manager, Client Support, on training plans
Review patient queues for errors and reprocess files as needed
Serve as a tier-two escalation point for complex tickets and questions
Distribute outage notifications to participating organizations
Troubleshoot platform access, alert/notification, migration, data, and technical issues
Manage users in the appropriate environment
Assist with onboarding new hires and on-the-job training
Maintain effective working relationships with participants
Document support outcomes in the ticketing system
Manage patient consent status in appropriate platforms
Process patient Requests for Information (ROIs)
Respond to support requests by email, ticketing system, or phone within SLA guidelines
Provide regular and ad-hoc reports to internal and external customers
Monitor and maintain the support queue
Identify and escalate situations requiring urgent attention
Provide after-hours support through an on-call rotation
Evaluate, research, and determine appropriate responses to issues
Track, route, and document problem resolutions
Participate in the design, review, and influence of critical technology projects
Support implementation projects involving interface specifications and HL7 messages/CCDA documents
Collaborate with technical resources on system changes and assist with interface/tool testing and validation
Manage competing projects and initiatives through timely decision-making and creative problem-solving
Support maintenance and validation of system upgrades
Provide tier-one internal helpdesk support for Contexture employees and escalate tier-two issues as needed

Requirements

What you’ll need

Minimum of 4+ years’ experience in technical customer service
Experience in operational support of health information technologies, customer service, and healthcare required
Strong working knowledge of Health Data Hub (HDH), Mirth Connect and Connexion
High School Diploma or GED required
Bachelor’s Degree in Information Technology, Computer Science, Business Administration or another related field preferred
Working knowledge of helpdesk processes and procedures
Strong working knowledge of basic computing hardware, including laptops and desktop computers
Strong working knowledge of Microsoft Windows and Microsoft Office / Office 365
Advanced knowledge of Microsoft Word, Excel, PowerPoint, and CRM software
Knowledge of HL7 v2.x, HL7 v3.x, C-CDA, webservices relating to XDS.b, XCA standards and protocols, and IHE
Knowledge of basic database structures
Knowledge of clinical code sets such as LOINC, CPT, ICD9/ICD10, and RxNorm
Advanced skills in understanding data workflows and diagnosing root cause or points of failure
Knowledge of desktop, laptop, telephone, and video technologies
Understanding of Okta or other multi-factor authentication tools
Knowledge of Microsoft Teams
Strong analytical and organizational skills
Excellent written and oral communication skills
Strong attention to detail
Ability to build and maintain respectful, professional, and productive relationships with internal and external stakeholders
Ability to manage competing priorities in a complex and dynamic environment
Entry-level technical certifications such as A+ or Microsoft certifications preferred

Benefits

Comp & perks

Local work from home opportunities
Comprehensive benefits package
After-hours support compensated as applicable under employment terms (not otherwise specified)