Product Support Specialist – Carelink

Archway Health is seeking to augment its health application support team.

Archway Health’s mission is to fix healthcare through payment reform.  Archway is a national leader in developing and implementing value-based care programs in partnership with providers, employers and payers across the country.  We do this through a mix of great people who are passionate about improving healthcare, sophisticated data analytics tools that drive our unique insights, and easy to use software designed to help patients get better as quickly and safely as possible.   

The Carelink specialist is responsible for supporting Archway’s purpose-built Carelink tool to coordinate care of Archway’s clients’ patients. The Carelink Specialist reports directly into the General Manager of the BPCI-A program. The successful candidate will provide great written and oral communication skills driven by high energy and motivation to deliver comprehensive and accurate information to our users.  

This role will:

  • Support Archway’s clients, account managers, and technology team members on a day to day basis

  • Supports all users of Archway’s Carelink care coordination software

  • Handles questions and issues via support desk software and phone calls from the field

  • Conducts software demonstrations to support the sales process during open window periods

  • Trains users to become proficient in the use of the software

  • Enters data pertaining to patient demographics and facility information

  • Transfers data from client electronic medical records and mobile charge capture where applicable

  • Transacts administrative functions, including granting access rights, resetting passwords and other updates

  • Submits requests for bug fixes and enhancements to the Technology team based upon reviewing customer problems and experiencing the software directly

  • Helps ensure accurate/ timely data collection on patients; Oversee department metrics and develop reports

  • Monitors Carelink for proper usage, adherence to care plans, identification rate, and resolution of red flags

  • Notifies account managers of any significant Carelink related issues

  • Completes various client, customer service, organization research projects with special focus on Carelink

  • Demonstrates an eagerness to learn, ability to thrive in fast-paced environment, as well as resourcefulness

  • High comfort level with current and future technology tools

  • Works in Boston office; no travel expected


  • Bachelor’s degree

  • 1-2 years of experience

  • Consummate interpersonal communication skills (written, oral, presentational)

  • Effective time management skills and the ability to multitask

  • Strong attention to detail

  • Professional and proactive independent work ethic

  • Competency in MAC applications


Archway Health offers an open, collaborative work environment in Boston. We have regular team events, training programs and generous benefits that include medical, dental, vision coverage, a 401(k) with match and a generous vacation policy.

Archway Health is a diverse organization and an Equal Opportunity Employer.

Physical Requirements

Position requires work under normal office conditions where the individual will walk, stand, stoop, sit, manipulate / adjust items, and keyboard on a regular basis. Must be able to analyze / synthesize data and communicate issues, findings, processes, solutions and ideas in a clear, concise, technically-proficient and consultative manner.

To Apply

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