Recognized as one of the fastest growing companies in Tampa Bay and on the Inc. 5000 list of top privately held companies in the country for 10 years, DAS Health is seeking a full-time, remote Application Support Specialist I to join our team!
The Application Support Specialist I (FLSA Non Exempt role) is a vital member of the DAS Health team, providing first-line technical and functional support for healthcare IT applications, including Electronic Health Records (EHR), Practice Management (PM), and Revenue Cycle Management (RCM) systems. This role ensures the seamless operation of both clinical and administrative applications by troubleshooting issues, assisting end users, and collaborating with internal IT teams and external vendors to drive efficient solutions.
In this role, you will be responsible for maintaining exceptional client satisfaction within DAS Health’s Reseller and Integrated Solutions service offerings. You will take a proactive approach to managing and resolving support cases, ensuring timely resolution in alignment with Service Level Agreements (SLAs). Your expertise will contribute to enhancing system performance, optimizing workflows, and delivering an outstanding user experience for healthcare providers.
Responsibilities:
- Performance Metrics and Reporting
- Achieve established Support KPIs, including Phone Queue Metrics and Ticket SLAs.
- Accurately document all issues using ConnectWise ticketing system according to DAS documentation standards.
- Application Expertise
- Provide training to clients and team members on a diverse range of applications, including Aprima, Athena, Allscripts, Lytec, Medisoft, NextGen Enterprise, NextGen Office, etc.
- Proactively collaborate with clients on pending releases, new products and potential optimizational opportunities.
- Understand client workflows and environments to offer tailored recommendations on new products, services, and training needs.
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- Stay current on assigned PM/EHR initiatives, ensuring clients are informed of any products, enhancements, and services that would improve their EHR experience.
- Assist users with system navigation and deliver training as needed to promote effective use of the PM/EHR application.
- Incident Management
- Create tickets and gather essential client information (company details, user, issue/error description, and affected parties).
- Answering user inquiries regarding PM/EHR functionality via phone, email, or support tickets.
- Participate in on-call rotation for after-hours emergency issues.
- Escalate tickets to the appropriate team members or department when necessary.
- Application Support Desk Troubleshooting
- Deliver essential support services such as:
- Unlocking user accounts
- Password resets
- Issue verification
- Diagnostic testing
- Post-resolution follow-up
- Support configuration, testing, and troubleshooting of PM/EHR software.
- Assisting with navigating the EHR system, including data entry, charting, and report generation.
- Manage case backlog and consistently meet client commitments.
- Apply critical thinking, root cause analysis, and problem-solving skills to address client issues efficiently.
- Deliver essential support services such as:
- Communication and Collaboration
- Keep clients informed on assigned PM/EHR initiatives and potential enhancements to their EHR experience.
- Relay client concerns to Application Support Leadership and vendors for prompt and effective resolution..
- Collaborate with various departments within DAS Health and external vendors, to ensure the successful implementation and support of projects.
- Represent client needs and concerns when engaging with different teams.
- Clearly explain complex issues in simple, accessible languages.
- Perform other duties, as assigned.
Requirements:
- Associates Degree in a Healthcare or Healthcare IT related field is required.
- Bachelor’s Degree in a related Healthcare field is preferred.
- Ability to work on-call 24/7 for emergency support on a rotational basis.
- Ability to work both 8 am - 5 pm and/or 11 am - 8 pm EST shifts.
- Strong Analytical and problem-solving skills.
- Electronic Health Record experience is required.
- Excellent customer service skills and ability to to effectively communicate with users at all levels.
- CRM documentation experience is preferred.
- Ability to manage multiple projects.
- Highly responsive to clients with superior communication skills.
- Excellent written and verbal communication skills.
- Expertise preferred in Aprima, eMDs, and NextGen products
- Maintain PM/EHR Application Certification as specified
- Ability to train and educate users on PM/EHR application
What We Offer
For full-time opportunities, we offer:
- Work Remotely (unless otherwise specified) with Work from Home Allowance
- Competitive pay with discretionary bonus opportunities
- Flexible Time Off
- Continued Education Reimbursements
- Company Paid Health Benefits for employees and family
- 401k with Employer Match
- Mental Health Services
- Parental Leave
About DAS:
DAS Health is a leading provider of Health IT and management solutions and a trusted consultant to many physician groups, hospitals and healthcare systems across North America. For more than a decade, DAS Health has been bridging the gap between regulatory compliance, business goals and personal service, empowering our clients to deliver more patient-centric care, protect their earnings and increase profitability.
As part of our commitment to the privacy of our job applicants, please review the DAS Health Privacy Notice (https://dashealth.com/Employment-Privacy-Notice/) and kindly acknowledge on your application that you have read and understand the policy. By doing so, you demonstrate your commitment to our values and your understanding of how we manage and protect your personal information.
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