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 onpatient 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 inafter-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 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 rotating on-call schedule and occasional after-hours work during upgrades, releases, or urgent issues.