The Application Specialist II role is an advanced role that is responsible for providing EMR software training and support to clients. This role consists of remotely training and supporting clinical and administrative users from ophthalmic medical practices with configuring EMR settings, customization of fields throughout the software, training of all staff in their respective roles, recommending optimal workflows, and helping route unresolved issues to other departments. The Application Specialist II is also responsible for assisting clients throughout the year with MIPS questions, evaluating MIPS numbers, recommending workflows to coincide with MIPS and MIPS attestation.

DUTIES AND RESPONSIBILITIES 

• Answer and troubleshoot EMR support calls
• Serve as first point of contact for customer requests (if no Application Specialist I is available)
• Answer and troubleshoot online requests
• Assist in the software training and implementation process
• Review knowledgebase for solutions to customer issues and questions
• Recommend configuration settings and optimal EHR workflows
• Escalate issues to the appropriate departments

MINIMUM QUALIFICATIONS AND COMPETENCIES

• Customer Service experience
• Exceptional Troubleshooting Skills 
• Verbal and written communication skills
• Exceptional computer skills

PREFFERED QUALIFICATIONS

• Experience in an Ophthalmology practice as a technician or assistant
• EHR implementation and support experience
• Experienced users of EyeMD EMR 
• Bilingual (English/Spanish)
• EHR, healthcare billing, or clinical practice knowledge 
• Computer help-desk experience

The candidate must be a team player, demonstrate interpersonal skills, and demonstrate a professional/likable attitude. The candidate will be subject to drug testing.