Application Support​/PM Consultant

Description

The Application Support / EPM Consultant plays an integral role in delivering overall application support, consulting, system configuration, workflow design, and end-user training across supported EHR platforms, with a focus on Practice Management. This role provides daily practice support in systems such as eClinical

Works, Next Gen, athena

One, and Epic, as well as consulting/training services in these systems. Responsibilities include general EHR system setup, EPM troubleshooting, workflow analysis, end-user training, go-live support, and implementation documentation. The Application Support / EPM Consultant functions as a client-facing Practice Management subject‑matter expert, assisting practices with day‑to‑day EPM troubleshooting, workflow recommendation, and system setup as well as optimization, training and go‑live support as needed.

(include the following. Other duties may be assigned.)

• Provide Tier 2/Tier 3 Practice Management application support across assigned EHR/PM platforms, including issue triage, root-cause analysis, and workflow remediation
• Troubleshoot PM-related system issues such as scheduling, registration, charge capture, claim submission, ERA/EOB posting, and reporting discrepancies
• Analyze system logs, configuration settings, and workflow behavior to diagnose and resolve complex PM issues
• Collaborate with EHR vendors (eCW, Next Gen, athena, Epic) to escalate and resolve platform defects, enhancement requests, and integration issues
• Maintain detailed documentation of support cases, resolutions, and configuration changes to ensure auditability and knowledge continuity
• Monitor recurring issues to identify trends, recommend corrective actions, and drive long‑term workflow or configuration improvements
• Support end users with clear, actionable guidance that reinforces best practices and promotes operational efficiency
• Participate in on‑call rotations or extended‑hours support during major go‑lives, upgrades, or high‑impact events

• Configure and support Practice Management workflows within assigned EHR/PM platforms (e.g., eClinicalWorks, Next Gen, athenaOne, Epic)
• Perform PM system build, validation, and configuration aligned to practice operations and revenue cycle best practices
• Conduct workflow analysis, design, and documentation for Practice Management processes
• Serve as the PM subject‑matter expert for assigned functional areas or engagements

• Deliver PM end‑user training (individual, group, and classroom‑based), onsite or remotely
• Provide go‑live and post‑go‑live support to ensure PM workflow readiness and user adoption
• Deliver clear, engaging training and presentations tailored to operational and revenue cycle audiences

• Provide ongoing Practice Management consulting and optimization support following implementation or go‑live
• Identify opportunities to improve PM workflows, efficiency, and revenue cycle outcomes
• Conduct follow‑up reviews to ensure PM configurations continue to meet operational needs
• Apply lessons learned and best practices across client engagements

• Identify PM setup, workflow, or readiness risks and upscale issues with recommended solutions
• Drive resolution of end‑user issues, coordinating with internal teams as appropriate
• Document PM workflows, system configurations, and practice‑specific variations

• Build and maintain strong working relationships with client operational and revenue cycle stakeholders
• Serve as a trusted PM advisor, reinforcing client confidence in system setup and workflow decisions
• Provide regular status updates to Program Managers and client stakeholders
• Support peer learning by sharing best practices, lessons learned, and PM workflow knowledge with other consultants

• No supervisory responsibilities

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service Oriented:
Have a strong customer service ethos,…