Application Support Specialist III - NextGen

DAS Health

9d•Remote

About The Position

DAS Health is seeking an experienced Application Support Specialist III – NextGen to deliver expert-level remote technical support for NextGen Enterprise and NextGen Office environments supporting healthcare practices nationwide. This senior-level role serves as a Tier 3 escalation point within the Application Support team and is responsible for resolving complex, high-impact NextGen application issues requiring advanced troubleshooting, independent judgment, and deep platform expertise. In this role, you will collaborate closely with internal teams, vendors, and clients to drive timely issue resolution, optimize system performance, and continuously improve support processes. You will play a critical role in maintaining exceptional client satisfaction across DAS Health’s Reseller and Integrated Solutions service offerings while helping healthcare providers maximize the value of their NextGen PM/EHR systems.

Requirements

Associate’s Degree in Healthcare, Healthcare IT, or related field or equivalent experience required; Bachelor’s Degree preferred.
5+ years of application or EHR support experience, including Tier 3 or escalation-level troubleshooting.
Hands-on experience supporting NextGen Enterprise and/or NextGen Office is required.
Strong analytical and problem‑solving skills.
Demonstrated ability to support enterprise-level healthcare clients.
CRM documentation experience preferred.
Deep knowledge of NextGen PM/EHR workflows, configurations, and troubleshooting methodologies.
Ability to manage multiple projects in a fast-paced environment.
Ability to train and educate users on EHR/PM applications.
Understanding of healthcare compliance standards including HIPAA and appropriate PHI handling.
Excellent written and verbal communication skills.
Strong customer service orientation with the ability to communicate effectively with users at all levels.
Highly responsive and committed to delivering outstanding client support.

Nice To Haves

NextGen certification is preferred.

Responsibilities

Meet or exceed role-specific KPIs, including advanced ticket resolution timelines, complex case handling, and high-priority incident response metrics.
Document technical findings, root cause analyses, and final resolutions within ConnectWise in alignment with DAS Health documentation standards.
Identify recurring issues and trends through data analysis and report findings to leadership to support continuous improvement initiatives.
Provide expert-level application support and advanced troubleshooting for NextGen Enterprise and NextGen Office environments.
Lead internal knowledge-sharing sessions and contribute to documentation that strengthens Tier 1 and Tier 2 team capabilities.
Serve as a subject matter expert on NextGen system configurations, templates, interfaces, APIs, and performance optimization.
Consult with clients on NextGen workflow enhancements, custom solutions, and template modifications aligned with operational goals.
Serve as the final escalation point for complex or unresolved NextGen issues.
Lead investigations into systemic software issues or defects, collaborating with NextGen and third-party vendors as needed.
Manage high-impact incidents and provide clear communication to internal and external stakeholders.
Participate in after-hours, on-call rotations to provide Tier 3 support for critical incidents.
Troubleshoot advanced NextGen configurations, data integrity concerns, and application errors.
Conduct diagnostics, root cause analyses, and implement long-term solutions for recurring or escalated issues.
Oversee complex configurations including user roles, security settings, custom reporting, interfaces, and system integrations.
Assist with QA testing for NextGen upgrades, hotfixes, and custom implementations, including post-deployment validation.
Serve as a strategic liaison between Application Support, Implementation teams, Product Management, and third-party vendors to ensure cohesive service delivery.
Provide executive-level updates to leadership and clients during critical case escalations.
Translate highly technical information into accessible recommendations and documentation for clients and team members.
Participate in client meetings and contribute to planning discussions related to system enhancements and roadmap initiatives.
Perform other duties as assigned.