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Information Services NextGen Application Support Specialist (Remote)

BCHP's EHR Team is seeking an Information Services Application Support Specialist to join the EHR Team. This position is fully remote and available for candidates in Connecticut, Florida, New Jersey, New York, South Carolina, and Texas. Salary approx. $75,000-$80,000 annual, paid on an hourly basis. Candidates must have experience with NextGen to be considered for this position.

About Us:
Join our dynamic IS team and play a crucial role in delivering exceptional end-user support. We’re looking for an Information Services Application Support Specialist who excels in advanced troubleshooting and thrives in a fast-paced environment.

Job Summary:

As a NextGen EHR Application Support Analyst, you will play a pivotal role in ensuring seamless operation and user satisfaction with our NextGen healthcare EHR and PM applications. Your responsibilities will include providing technical support, troubleshooting, training, and collaborating with various stakeholders to optimize the use of the NextGen system. The ideal candidate possesses a strong understanding of NextGen EHR functionalities, excellent problem-solving skills, and a commitment to delivering high- quality support.

Key Responsibilities:
User Support:

• Respond to end-user inquiries, issues, and requests related to NextGen EHR application.
• Provide timely and effective technical support through various channels, including tickets, emails, and phone calls.
• Collaborate with users to understand their needs and challenges, offering solutions and guidance.

Troubleshooting:

• Diagnose and resolve technical issues related to NextGen EHR functionality.
• Investigate and analyze system errors and recommend corrective actions.
• Work closely with the IT team to escalate and address complex technical issues.

Training:

• Conduct training sessions for end-users on NextGen EHR features, workflows and best practices.
• Develop training materials and documentation to facilitate user understanding.
• Stay informed about new features and updates, ensuring users are informed and educated. Provide on-site support.

Implementation:

• Assist in onboarding new locations, including conducting workflow analysis, implementing information systems, establishing workflows, providing onsite and remote go-live support.

Collaboration:

• Collaborate with internal teams, including IT, clinical staff, and management, to address system integration and workflow optimization.
• Participate in cross-functional meetings to gather feedback and insight into system improvements.

Quality Assurance:

• Perform routine system audits to ensure data accuracy and compliance.
• Contribute to testing activities during system upgrades or enhancements.

Education:

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.

Required Qualifications:

• Minimum 5 years of experience in customer service, with a strong grasp of customer service principles.
• Experience in the medical, healthcare, or HIT industry.
• Strong interpersonal skills, patience, and clear communication abilities.
• Ability to manage multiple tasks and set priorities efficiently.
• Strong understanding of healthcare workflows and regulatory requirements
• Ability to troubleshoot technical issues and provide effective solutions.
• Ability to maintain proper time management.
• Training experience and proficiency in developing training materials
• Detail-oriented with a commitment to delivering high-quality support.
• Availability for on-call support on a rotational basis. (Which includes weekends)
• Proficient in Microsoft O365 (Word, Excel, Teams, SharePoint, etc.).
• Must obtain NextGen Certified Professional Exam certification within 90 days of hire (if not already certified).
• Must work a weekly shift rotation (8-4:30 PM, 10-6:30 PM M-F & 8-10:30 AM S-S) EST.

Desired Qualifications:

• Broad technology background including, T-SQL, RDP, Active Directory, Crystal Reports, IMO, Azure, Proofpoint, Citrix, Zoom, and proprietary software troubleshooting. Including NextGen template and document builder experience.
• Experience with Electronic Health Records systems (preferably NextGen).
• Familiarity with medical office terminology.

Preferred Certifications:

• NextGen Certified Professional (NCP)

Why Join Us?

• We offer a supportive remote work environment, opportunities for professional growth, and a collaborative team culture.

BCHP will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law