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Role Description

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.

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.

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.
• 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.

Qualifications

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

Requirements

• 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)

Benefits

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