What are the responsibilities and job description for the Application Support Analyst position at Midwest Vision Partners?
The Application Support Analyst acts as an intermediary between the clinical/business operations and information technology. This role will provide support services to ensure the effective and secure operation of the applications that support MVP including Electronic Health Record (EHR), Practice Management (PM) applications, CRM, and more. The primary responsibility is to provide Tier-1 and Tier-2 support for complex application issues, working with technology partners to determine root-cause and affect resolution in a timely manner, keeping clinical/business partners informed and setting expectations. The ability to communicate and collaborate with clinical/business partners is essential in this role. Provides technical leadership for complex projects. Collaborates with super users to create specifications, develops programs,test plans and technical documentation.
The identification of Duties and Responsibilities does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.
WHAT YOU WILL BE WORKING ON:
- Provide subject matter expertise and advanced level application support to all levels of the organization
- Recommend and take action to direct the analysis and solutions of problems
- Collaborate with clinical/business partners and other teams to provide analysis and input into solutions and to help troubleshoot complex incidents/problems
- Provide Tier-1 and Tier-2 level support and serve as liaison for application partner and technical support teams
- Review and test new functionality, patches, and releases prior to deployment
- Evaluate customized solutions and develop approaches collaboratively with clinical/business teams on how to best leverage delivered application functionality, minimize customization, and maximize benefits across the enterprise environment
- Document departmental procedures and decisions
- Enable peers, technology partners, and clinical/business partners with instruction and job aids as needed to ensure proper understanding and use of systems
- Work with super users and support teams to review current business processes, redesign business processes, and document best practices
- May participate in technology projects with large scope and MVP-wide impact when EHR/PM application expertise is needed
- Coordinate and lead meetings, document requirements, facilitate and track work activities
- Participate in strategy and resource planning to anticipate demand for implementation and support services
- Drive results and maximize value by staying current with product/service roadmap, and platform upgrades
- Keep informed of trends in software and hardware that would enhance the functionality of the department and the institution
- Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and practices
- Able to travel to sites up to 35%
- Other duties and responsibilities as assigned
KNOWLEDGE, EDUCATION and SKILLS REQUIREMENTS:
- Minimum 2 years in an operational capacity in application support, preferably in healthcare
- Strong technical and functional experience working with various systems, preferably in a Healthcare environment
- Knowledge of ambulatory care business processes
- Understands application and technical concepts, functionality and capabilities
- Ability to partner with software engineers, IT Professionals and business partners to identify impacts and resolutions
- Ability to understand database systems, integration, design and reporting functionality
- Experience gathering requirements for complex problem solving
- Outstanding interpersonal and customer service skills
- Excellent organization and communications skills
- Self-motivated, results-driven and well organized
- Experience working in an environment that adheres to security and compliance standards
- Able to work effectively in a fast-pace, changing environment
WHAT WILL MAKE YOU AWESOME:
- Organized team player who is able to work through complex problems in a timely manner
- Experience in supporting multiple applications such as an Nextech, AllScripts, HST Pathways, Monday.com, D365, and general resource center tools
WHAT YOU KNOW:
To be successful in this role you will have the following experience or knowledge:
- Bachelor's degree in Computer Science, Health Informatics, Healthcare Administration or equivalent experience
- Operations Experience in physician practices
- Knowledge of EHR/PM's used in eye-care settings
