Application Support Analyst

Regent Surgical•Franklin, TN

53d

About The Position

The Application Support Analyst will be responsible for managing all support inquiries and triaging appropriately. The Application Support Analyst will assess each inquiry as it comes in to determine the most efficient resolution path. Inquiries can include but are not limited to, end user reported issues requiring a fix, configuration requests, ad hoc training needs. It is the responsibility of the Application Support Analyst to process these inquiries to meet internal SLAs established by Regent, ensuring each inquiry is wholly resolved in a timely manner. The Application Support Analyst will also be responsible for managing software upgrades and maintenance, ensuring center readiness and preparedness. This role works closely with the Director of Center Applications, technical support services and center staff.

Requirements

Broad working knowledge of interfaces, quality assurance and Ambulatory Surgery Center administration
Experience with database management
Excellent technical skills
Expertise in troubleshooting system issues
Ability to remain up to date with the latest software developments
Great analytical, problem solving and communication skills
Ability to handle stressful situations
Bachelor’s degree in healthcare/health informatics or other technical training from an accredited college or university or the equivalent of five (5) years of professional experience in appropriate Healthcare environment required
Four (4) years direct use experience with ASC vendor products required
ASC experience or firm understanding of Billing, CPT and ICD10 coding is preferred
Thorough understanding of patient workflows in ambulatory surgery center and/or medical practice is required
Ability to learn multiple vendor product design and documentation methods is required
Ability to assess vendor products for required technical features and functions is required, as well as reporting finding succinctly and factually

Nice To Haves

Revenue Cycle Management experience is helpful
Experience with relevant systems such as HST, ProVation Apex, SIS, Efferent Health, Nextgen, Nextech, gGastro
Experience with EMRs such as Epic, Cerner highly desired
Continuing Education classes and/or certifications in appropriate healthcare fields desired
Strong ability to grasp new concepts and apply them
Strong ability to understand complex workflows and follow procedures
Training experience
Technical competence in patient accounting systems
Strong financial aptitude and business acumen

Responsibilities

Troubleshoot and provide technical support and resolve any problems with system application software.
Monitor to ensure new software applications and changes are properly tested.
Create and oversee protocols and procedures for the use of any new software applications.
Troubleshoot product configuration and report specification issues with associated vendors and payers and identify issue trends and make recommendations for remediation; troubleshoot product-related interface issues with associated vendors and report outcomes to leadership.
Conduct training sessions in small groups as well as large in various settings and with minimal equipment, as the situation requires and maintain appropriate relationships and always demonstrate appropriate best practices.
Ability to follow protocols to retrofit existing Centers to meet upgrades and new regulatory requirements as needed utilizing technology and efficient methods of advanced functionalities made available within the upgrades.
Ability to update and maintain professional training materials and guides; ability to create, manage and maintain professional training curricula and training site.
Monitor and test software applications to ensure they function as intended prior to and post deployment.
Ability to provide afterhours support on a periodic basis for urgent issues and software maintenance.
Conduct user audits regularly and report on outcome.
Manage and support ticket management.
Perform other duties as assigned.