IT Application Analyst

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.

• 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.

• 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.

• 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 workstation sand 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 Next Gen and/or Luma Health
  (highly preferred).
• Understanding of HIPAA/privacy best practices and role-based access concepts.

• 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.

• 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

• Fast pace: essential
• Multiple Stimuli: essential
• Intense customer interaction: essential
• Frequent change: essential

• 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.

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair…