ExactCare

Application Engineer

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details

The Application Support Engineer for Clinical Applications is responsible for the daily maintenance, troubleshooting, issue triage, and administration of various applications necessary for the company to function. They minimize disruptions to daily business workflow by identifying known errors through triage and troubleshooting techniques based on familiarity of the systems and finding solutions to overcome issues permanently where applicable. The Application Support Engineer provides expert advice on best practices within systems, as well documenting and creating a knowledgebase of systems and application support. They work closely with vendors, clients and stakeholders, such as development or operations teams, to provide support, expertise, or be a bridge of communication to users. Application Support Engineer have a wide degree of independence and are expected to prioritize tasks with less day-to-day oversight from management, both in a self-directed manner and collaboratively as a team member.

Responsibilities
 
Primary Functions: 90% of Time

- Support internal and external end-user requests by providing desktop-like support assistance within the scope of necessity to troubleshoot supported applications. Perform analysis and triage of issues.

- Create end-user accounts, terminate access, and change access based on established procedures.

- Escalate issues to development or technical operations teams as needed through company incident management protocols, while communicating back to the end user groups with respect to outages or service announcements via telephone, email, instant-messaging, or Status Page.

- Continuous follow up on open requests to push them forward to resolution.

- Monitor and Maintain applications to ensure there are no outages or major productivity issues.

- Communicate with client account and client success groups with respect to approvals and established processes, noticed recurring trends for efficiencies, and regular communication with respect to issues.

- Attend periodic meetings, demonstrations, or other collaborative efforts to bridge support and development objectives. Prepare evaluations of applications and recommend improvements or upgrades.

- Communicate issue trends, problems, and proposed solutions to management.

- Contribute to and maintain system standards, documentation, policies, and procedures.

- Clearly document description of issues and troubleshooting work done for escalation, review, and audit purposes. Utilize technical skills, historical records and knowledgebase to analyze and diagnose issues.

- Enable users of the applications to utilize them to their full potential by making suggestions of queues or reports to monitor or steps to follow to ensure proper use of the applications.

Secondary Functions: 10% of Time

- Manage ticketing systems: create, update, and close incidents

- Assist with support of Windows-based Active Directory environment as needed

- Support after-hours incidents within team scheduled rotation

- Provide insight into process improvement/success, and daily/monthly feedback to direct manager

Education & Experience

- Bachelor’s degree preferred

- 5+ years of experience in a healthcare-based help desk or support environment required

- Proficiency with healthcare software, terminologies, EMRs or EHRs

- Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail

- undefinedOTHER SKILLS and ABILITIES:Atlassian: JIRA, Confluence and/or Status PageWindows 7/10 and Microsoft Office 2013/2016/365Managing remote applications like LogMeIn and RDPDemonstrated experience with SME-level support of at least one applicationIT Service Management and change management methodologiesAttention to detail, along with exceptional written and oral communication skillsExceptional interpersonal skills, including listening and asking beneficial questionsDemonstrated proficiency working with non-technical personnelExceptional customer service orientationFlexible and adaptable to changeHave an internal sense of drive, self-motivation, a team player, action and results orientedAbility to handle stress and prioritize multiple issues in a fast-paced environmentExcited & motivated to learn new technologies and advance personal skillset WORKING CONDITIONS:Will work remotely and will be required to be on call 1 week per month.May need to work evening or weekend hours in addition to standard business hours based on delivery deadlines. May occasionally need to travel to offices in various locations.

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.

Application Support Engineer (Clinical)

Application Support

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details

The Application Support Liaison for PACE and Automated Prescription Kiosks, serves as the vital operational and strategic bridge between business units, engineering teams, and the enterprise application support ecosystem. Under the direction of the VP, Enterprise Application Support, this role ensures that application support services align perfectly with customer priorities and operational needs. The Application Support Liaison oversees day-to-day liaison activities, translates complex business requirements into technical support requirements, and manages service level agreements (SLAs) to minimize business disruption. By championing user experience and operational excellence, this role drives continuous service improvement, coordinates cross-functional incident resolution, and manages key stakeholder relationships to maximize the value of enterprise applications.

Responsibilities

Primary Functions – 50% of time

- Bridge user, business and IT. Serve as primary contact between business units and technical support teams.

- Manage service delivery by ensuring application support services and engineering solutions meet established user expectations.

- Lead incident escalation by coordinating cross-functional teams to resolve high-priority business-impacting issues.

- Facilitate operational communication. Provide clear, non-technical status updates to business stakeholders during outages.

- Monitor support queues. Analyze ticket trends to identify systemic issues affecting business operations.

- Optimize user experience. Gather business feedback to drive application usability and support improvements.

- Stay aware of application changes to provide communication and expectations.

Onsite Relationship Management & Support – 40% of time

- Conduct onsite visits to client locations or regional offices to assess system performance and user satisfaction.

- Provide hands-on troubleshooting and technical support directly to end-users during site visits.

- Observe real-world software usage to identify user friction points, workflow bottlenecks, and system inefficiencies.

- Act as the visible "face" of IT to build trust, manage expectations, and maintain high satisfaction levels.

Continuous Improvement & Special Projects – 10% of time

- Drive process automation. Identify opportunities to streamline business support workflows through automation.

- Support major deployments. Coordinate business readiness and hypercare support for new application launches.

- Manage knowledge base. Ensure business-facing support documentation and training materials stay updated.

- Embody AnewHealth’s Core Values in all communications and interactions.

- Other duties as assigned.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

- Required: BS in Computer Science, Information Systems, Engineering, or equivalent.

Experience

- 2+ years of experience in healthcare IT application support or systems analysis.

- Minimum of 1–2 years directly supporting a PACE organization or working extensively with specialized PACE EHR software.

- Technical experience with Automated Prescription Kiosks such as ARxium, StatSafe, and/or ESI.

- Proficiency with healthcare software, terminologies.

Skills & Abilities

- Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.

- Exceptional communication skills with the ability to translate complex technical issues into strategic business impacts for executive audiences.

- Flexible and adaptable to change

- Have an internal sense of drive, self-motivation, a team player, action and results oriented.

- Ability to handle stress and prioritize multiple issues in a fast-paced environment.

- Excited & motivated to learn new technologies and advance personal skillset.

Schedule: This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Travel:  Ability to travel up to 40% of the time to conduct onsite visits. Travel may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements.

Compensation: $58,000 - $70,000

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.

Application Support Liaison (PACE, Rx Kiosks)

Pharmacist

• Ensure clinical accuracy and execution of patient prescriptions
• Verify hard copy and digital prescriptions
• Communicate with healthcare professionals, patients, and technicians via phone and email
• Supervise and execute incoming and outgoing prescription transfers
• Ensure all legal, privacy, and compliance requirements are met
• Adhere to company policies and procedures
• Help build team capabilities through leadership skills and follow-up in a call center environment
• Embody AnewHealth’s Core Values in all communications and interactions
• Perform other duties as assigned

Clinical Pharmacist – Engagement

• Assume responsibility for patients’ pharmacotherapy outcomes under the direction of the Director or Manager
• Serve as a point of contact for patients, families, pharmacists, clients, and healthcare providers regarding medication-related problems and pharmacotherapy needs
• Explain care plan options and medication use, side effects, and contraindications
• Document patient care decisions, actions, coding, and billing using proprietary software
• Plan, implement, and maintain procedures for assessing, compounding, packaging, labeling, and disposing of medications
• Oversee Pharmacy Technicians performing medication reconciliation, physician order entry, inventory management, medication storage, security, labeling, and packaging
• Review, prepare, compound, and provide final approval for prescription orders and dispensed medications
• Ensure correct drug, dosage, directions, quantity, days’ supply, refills, packaging, labeling, ancillary warnings, patient profile, and dispensing
• Ensure compliant billing and recordkeeping for medications dispensed and shipped
• Provide pharmaceutical care, assess medication requests and refills, and recommend interventions to care providers
• Ensure compliance with state and federal laws, regulations, HIPAA, Fraud, Waste, and Abuse requirements, and internal policies
• Report and rectify or prevent quality assurance issues, HIPAA violations, Fraud, Waste, and Abuse, and other violations
• Embody AnewHealth’s Core Values in communications and interactions
• Attend special organization or department events, team meetings, trade shows, conferences, and client engagements when required
• Perform other duties as assigned

Clinical Pharmacist

Data Engineer

• Maintain complex data systems and improve existing processes
• Build new data solutions for Pharmacy Benefit Management clients
• Collaborate with peer engineers, business stakeholders, cross-functional teams, and the Product Owner
• Work in an Agile development environment and participate in Scrum ceremonies
• Design, develop, test, debug, and deliver solutions according to requirements and schedules
• Maintain VisualCron schedules, SQL/ETL procedures, and reporting processes
• Troubleshoot pharmacy claim-related issues, reports, and processes
• Support existing .NET applications and SQL code for NCPDP Pharmacy Encounter data submissions
• Produce detailed technical specifications from requirements and designs
• Monitor and optimize database performance through query tuning and indexing strategies
• Review processes and recommend reliable, maintainable code
• Analyze software requirements for design feasibility and market requirements within time and cost constraints
• Serve as a technical expert in designing, coding, testing, and debugging software and complex enhancements
• Integrate new technologies with cloud and product infrastructure
• Raise problems and solutions to staff engineers and management
• Communicate proposed updates, changes, and risks to stakeholders
• Mentor team members and share knowledge
• Keep current with database development trends and best practices

• Provide exceptional customer service in a phone-based environment
• Enter high volumes of data and process prescription information accurately
• Receive prescription authorizations, clarifications, and transfers
• Perform claim adjudication and auditing, including prior authorizations, billing, and eligibility checks
• Work through case queues to resolve patient care issues
• Serve as a liaison between clinical pharmacists and other medical professionals
• Partner with technicians and pharmacists to onboard new patients
• Maintain confidential patient records
• Retrieve and verify prescription information through doctor calls
• Place welcome calls to newly onboarded patients
• Create, maintain, and update patient medication profiles through outbound calls
• Provide backup support during periods of high patient call volume
• Assist patients with questions over the phone
• Support ExactCare’s nationwide patient base in a high-volume environment
• Embody AnewHealth’s Core Values
• Perform other duties as assigned

Pharmacy Technician

• Provide exceptional customer service in a phone-based environment
• Enter high volumes of data and process prescription information accurately
• Receive prescription authorizations, clarifications, and transfers using drug knowledge
• Perform claim adjudication and auditing, including prior authorizations, billing, and eligibility checks
• Make outbound calls to patients
• Work through case queues to resolve patient care issues
• Serve as liaison between clinical pharmacists and other medical professionals
• Partner with technicians and pharmacists to onboard new patients
• Maintain confidential patient records
• Retrieve and verify prescription information through doctor calls
• Place welcome calls to newly onboarded patients
• Create, maintain, and update medication profiles
• Provide backup support during high patient call volumes
• Answer patient questions by phone
• Support ExactCare’s nationwide patient base in a high-volume environment
• Embody AnewHealth’s Core Values
• Perform other duties as assigned

Certified Pharmacy Technician – Data Support

• Provide exceptional customer service in a phone-based environment
• Enter high volumes of data and process prescription information accurately
• Receive prescription authorizations, clarifications and transfers
• Perform claim adjudication and auditing, including prior authorizations, billing and eligibility checks
• Work through case queues to resolve patient care issues
• Serve as liaison between clinical pharmacists and other medical professionals
• Partner with technicians and pharmacists to onboard new patients
• Maintain confidential patient records
• Retrieve and verify prescription information through doctor calls
• Place welcome calls to newly onboarded patients
• Create, maintain and update patient medication profiles through outbound calls
• Provide backup support during periods of high patient call volume
• Assist patients with questions over the phone
• Support ExactCare’s nationwide patient base in a high-volume, fast-paced environment
• Embody AnewHealth’s Core Values
• Perform other duties as assigned

Certified Pharmacy Technician – Care

• Provide exceptional customer service in a phone-based environment
• Enter high volumes of data and process prescription information accurately
• Receive prescription authorizations, clarifications, and transfers using drug knowledge
• Perform claim adjudication and auditing, including prior authorizations, billing, and eligibility checks
• Make outbound calls to patients
• Resolve patient-care issues from current case queues
• Liaise between clinical pharmacists and other medical professionals
• Partner with technicians and pharmacists to onboard new patients
• Maintain confidential patient records
• Retrieve and verify prescription information through doctor calls
• Place welcome calls to newly onboarded patients
• Create, maintain, and update patient medication profiles
• Provide backup support during periods of high patient call volume
• Assist patients with questions over the phone
• Support ExactCare’s nationwide patient base in a high-volume, fast-paced environment
• Embody AnewHealth’s Core Values
• Perform other duties as assigned

Director

• Define and execute the global operational strategy for enterprise application support across all business units
• Establish, monitor, and report executive-level KPIs and operational metrics to ensure platform uptime and performance
• Participate in enterprise-wide incident response management for critical application outages
• Participate in root cause analysis and permanent problem-remediation frameworks
• Formulate governance frameworks, standard operating procedures, and knowledge management strategies
• Direct, mentor, and scale a department of Enterprise Application Support managers, engineers, and liaisons
• Collaborate with end users, Product, and Engineering leaders to ensure customer satisfaction and transition new software into steady-state operations
• Champion automation, AI-driven operations (AIOps), and self-healing systems
• Liaise between application support operations and executive stakeholders regarding application performance and roadmap alignment
• Evaluate emerging support technologies, monitoring tools, and methodologies
• Embody AnewHealth’s Core Values
• Perform other duties as assigned

Application Support Engineer (Clinical)

Application Support Liaison (PACE, Rx Kiosks)

Clinical Pharmacist – Engagement

Clinical Pharmacist

Data Engineer

Pharmacy Technician

Certified Pharmacy Technician – Data Support

Certified Pharmacy Technician – Care

Certified Pharmacy Technician – Data Support

Senior Director, Enterprise Application Support