Applications Support Analyst

Borland Groover • Jacksonville, FL

2d

About The Position

The Applications Support Analyst provides front-line and escalated support for clinical and administrative applications used in a gastroenterology physician practice. This role partners closely with providers, nursing, scheduling, billing, and leadership to ensure reliable day-to-day operation of patient management workflows and electronic medical record (EMR) systems. The analyst troubleshoots issues, supports end-users, assists with upgrades and optimization, and participates in a rotating on-call schedule to maintain continuity of patient care operations.

Requirements

• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint); comfort with documentation and basic data review in Excel.
• Ability to troubleshoot methodically, prioritize issues appropriately, and manage multiple requests concurrently.
• Willingness to work outside normal business hours on occasion and participate in a rotating on-call schedule.
• Understanding of HIPAA/privacy best practices and role-based access concepts.
• 2+ years of application support, help desk, or systems support experience, preferably in a healthcare or ambulatory practice environment.
• Working knowledge of patient management and EMR concepts and terminology (appointments, encounters, clinical documentation, orders, results, billing-related workflows).
• Experience supporting end-users in a clinical setting; strong customer service mindset with calm, effective communication under pressure.
• High school diploma or equivalent required

Nice To Haves

• Experience with NextGen and/or Luma Health (highly preferred).

Responsibilities

• Serve as primary support for practice applications, with emphasis on patient management and EMR workflows (e.g., scheduling, clinical documentation, orders, messaging, tasks, results, referrals).
• Provide responsive end-user support via ticketing, phone, and in-person/remote assistance; triage issues and drive timely resolution.
• Troubleshoot application and workflow issues by reproducing problems, analyzing logs/worksteps when available, and coordinating with vendors or internal IT partners as needed.
• Support system configuration within defined scope (templates, user preferences, roles/access requests, basic setup and maintenance).
• Assist with application updates, patches, and testing; document outcomes and coordinate communication/training as needed.
• Create and maintain user-facing documentation (quick guides, FAQs, tip sheets) and deliver basic training for new hires and process changes.
• Identify recurring issues and recommend improvements to reduce disruption and improve user experience and operational reliability.
• Maintain accurate ticket notes, root cause summaries, and knowledge base articles.
• Support integrations and interfaces at a basic level (e.g., lab results routing issues, patient portal communications), escalating appropriately.
• Participate in after-hours support as needed, including a rotating on-call schedule, to address urgent clinical/operational application issues.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Retirement Plan
• Life Insurance
• Short- and Long-term disability
• Profit Sharing
• Supplemental Insurance
• Education and Tuition Reimbursement funding
• Initial Uniform Allowance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED