Software Support Specialist

Join VitalCaring – Where Your Passion Changes Lives!

Who We Are

Founded in 2021, VitalCaring has grown into a leading provider of home health and hospice services, with over 100 locations across the country. We are committed to fostering a culture of support, growth, and excellence for our team that is the backbone of how we ensure we deliver exceptional patient care.

What Sets Us Apart?

- Drive Innovation. Deliver Impact - Join a mission-driven team where your work directly contributes to advancing patient care. As a key player in a forward-thinking healthcare organization, you’ll represent innovative solutions that truly make a difference for patients and families - today and into the future

- Make a Meaningful Impact – Help patients and families navigate their healthcare journey with compassion and dignity.

- Thrive in a Supportive Team – Work with a team who genuinely care and invest in your success.

- Grow Your Career – Take advantage of advanced training, mentorship, and career development opportunities.

- Competitive Pay & Benefits – Be rewarded for your dedication and expertise with a compensation package that truly reflects your value. Our benefits are thoughtfully designed to support your well-being—offering the flexibility, security, and resources you need to thrive both at work and in life. We celebrate success at every level, with meaningful recognition for both individual contributions and team achievements.

The Software Support Specialist will triage incoming support issues reported by end users and provide software support and problem resolution for business applications. The primary application that this position will support will be our home health EMR.

Key Responsibilities

- Participates in training on all software programs as well as the operational processes used within each program in conjunction with the software.

- On-call responsibilities as directed by supervisor.

- Participates in and facilitates systems training classes for users on hardware and software used by the agency.

- Provides effective and efficient support to local and remote end users.

- Communicates with users remotely via email, phone, and web, and internally through one-on-one collaboration, meetings, and workgroups.

- Maintains current and up-to-date knowledge of software updates and releases.

- Attends or leads meetings and training sessions as required.

- Answers phones, takes messages, and handles calls as appropriate.

- Completes accurate and timely documentation.

- Responsible for testing software functionality prior to upgrades, after delivery of enhancements, following changes to settings/configurations/user permissions, and during issue replication.

- Escalates issues to senior members of the support team, supervisor, and/or third-party vendors as necessary, while providing findings about an issue, steps to reproduce it, and any other relevant information.

- Responsible for user management within various applications, including provisioning, role/access changes, and password resets.

- Responsible for software system configuration and setup as directed by supervisor.

- Responsible for documenting enhancement requests and escalating them to senior members of the support team and/or supervisor for submission to third-party vendors.

- Designs, plans, organizes, coordinates, and directs IT orientation presentations and training for employees.

- Identifies training opportunities and escalates them to training/education personnel.

- Provides exceptional end-user customer support for business applications.

- Responds to user inquiries regarding software operation and functionality to assist users with how-to guidance and best-practice training and support.

- Develops how-to documents and/or user guides for software programs as assigned by supervisor.

- Responds to user inquiries regarding software errors or problems to assist users with problem resolution.

- Provides liaison services, as required, between the company and third-party vendor support to resolve software issues or problems.

- Communicates with supervisors, peers, and subordinates by providing information via telephone, written communication, email, or in person.

- Establishes and maintains interpersonal relationships by developing constructive and cooperative working relationships with others over time.

- Organizes, plans, and prioritizes work by developing specific goals and plans to organize and accomplish work objectives.

- Coaches and develops others by identifying developmental needs and providing coaching, mentoring, or other assistance to improve knowledge and skills.

- Updates and applies relevant knowledge by staying technically current and applying new knowledge to the job.

- Interprets information for others by translating or explaining what information means and how it can be used.

- Thinks creatively by developing, designing, or creating new programs, ideas, relationships, systems, or products required to meet work objectives.

- Performs any other duties that may be assigned by supervisor.

Qualifications

- Requires a pleasant and cheerful demeanor, demonstrates helpfulness and cooperation, and the ability to encourage, mentor, and support fellow workers daily and during stressful situations. Must effectively and efficiently carry out the duties of the position.

- Requires an in-depth understanding of a comprehensive field of knowledge, typically acquired through education and experience in information systems, technology, or a related field.

- High school diploma or equivalent required.

- Bachelor’s degree in computer science or another business-related field from an accredited college or university, or at least one year of documented experience in Home Health operations in lieu of a degree.

- Requires the ability to exert up to 50 pounds of force occasionally, up to 20 pounds frequently, and/or up to 10 pounds continuously to move objects.

- Work primarily involves preparing and reading data, figures, records, and reports, as well as visual inspections requiring attention to small details. The ability to distinguish fine details and markings at close range is more critical than depth perception or peripheral vision.

- Requires travel to various geographic locations, including occasional overnight stays.

- Requires the ability to speak, read, and write English.

- Requires the ability to communicate clearly and effectively in face-to-face interactions and articulate information accurately over the phone.

- Requires the ability to hear and understand verbal instructions, answer phones, and communicate professionally in environments with some background noise.

- Requires the ability to concentrate on fine details despite frequent interruptions, focus on tasks continuously for 10–20 minutes and occasionally for 20–60 minutes.

- Requires the ability to understand and relate to specific ideas and the concepts behind them, as well as remember verbal and written tasks or assignments for periods ranging from a few hours to several days.

Benefits

Health & Wellness

Medical, Dental, and Vision coverage

Pharmacy benefits

Virtual care and mental health support

Flexible Spending Accounts (FSA) and Health Savings Account (HSA)

Supplemental health and life insurance

Financial & Protection

401(k) with company match

Employee referral program

Prepaid legal services

Identity theft protection

Work-Life Balance & Perks

Generous paid time off

Pet insurance

Tuition and continuing education reimbursement

All employment decisions are made without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic. Candidates are evaluated based on job-related qualifications, skills, and business needs.