| The Applications Support Analyst provides front-line and escalated support for financial and administrative applications used in a physician practice. This role partners closely with providers, nursing, scheduling, billing, and leadership to ensure reliable day-to-day operation of patient management workflows and electronic medical record (EMR) systems. The analyst troubleshoots issues, supports end-users, assists with upgrades and optimization, and participates in a rotating on-call schedule to maintain continuity of patient care operations. |
Essential Job Functions: |
- Serve as primary support for practice applications, with emphasis on patient management, EMR and financial workflows (e.g., scheduling, referrals, eligibility and insurance verification, billing, payments).
- Provide responsive end-user support via ticketing, phone, and in-person/remote assistance; triage issues and drive timely resolution.
- Troubleshoot application and workflow issues by reproducing problems, analyzing logs/work steps when available, and coordinating with vendors or internal IT partners as needed.
- Support system configuration within defined scope (templates, user preferences, roles/access requests, basic setup and maintenance).
- Assist with application updates, patches, and testing; document outcomes and coordinate communication/training as needed.
- Create and maintain user-facing documentation (quick guides, FAQs, tip sheets) and deliver basic training for new hires and process changes.
- Identify recurring issues and recommend improvements to reduce disruption and improve user experience and operational reliability.
- Maintain accurate ticket notes, root cause summaries, and knowledge base articles.
- Support integrations and interfaces at a basic level (e.g., lab results routing issues, patient portal communications, payor portals), escalating appropriately.
- Participate in after-hours support as needed, including a rotating on-call schedule, to address urgent clinical/operational application issues.
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Competencies | | | - Communication - Exhibits good listening and comprehension. Expresses ideas and
| | thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods. | - Critical Thinking and Problem Solving - The ability to handle complex situations in
| | the workplace and calmly develop creative solutions. | - Compassion - Exhibits empathy or real concern for patients coupled with a desire to take action to address the patient’s needs.
| - Time Management - The ability to plan your duties ahead of time and leveraging technology to help you do so.
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General Qualifications |
- Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint); comfort with documentation and basic data review in Excel.
- Familiarity with information technology concepts: servers, storage, network, and workstations and their use.
- Ability to troubleshoot methodically, prioritize issues appropriately, and manage multiple requests concurrently.
- Willingness to work outside normal business hours on occasion and participate in a rotating on-call schedule.
- Experience with NextGen and/or Luma Health (highly preferred).
- Understanding of HIPAA/privacy best practices and role-based access concepts.
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Education and Experience |
- 2 years of application support, business analyst or systems support experience, preferably in a healthcare or ambulatory practice environment.
- Working knowledge of revenue cycle and EMR concepts and terminology (appointments, encounters, clinical documentation, orders, results, billing-related workflows).
- Experience supporting end-users in a healthcare setting; strong customer service mindset with calm, effective communication under pressure.
- High school diploma or equivalent required, associate or bachelor’s degree preferred.
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Physical Requirements |
Physical Demands - Sitting: Prolonged periods of sitting at a desk and working on a computer: marginal
- Heavy lifting: marginal (Moderate lifting (15-20 lbs.): essential
- Walking: Must be able to access and navigate each department at the organization''s facilities: essential
- Pushing/Pulling: marginal
- Standing: essential
- Repetitive motion: marginal
- Reaching: marginal
- Bending: marginal
Emotional Demands - Fast pace: essential
- Multiple Stimuli: essential
- Intense customer interaction: essential
- Frequent change: essential
Mental/Sensory Demands - Memory: essential
- Reasoning: essential
- Hearing: essential
- Reading: essential
- Analyzing: essential
- Logic: essential
- Verbal communication: essential
- Written communication: essential
- Primarily office-based with remote support as needed (depending on practice needs).
- Occasional travel between practice locations.
- Participation in a rotating on-call schedule and occasional after-hours work during upgrades, releases, or urgent issues.
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