Application Support Specialist I

Women's Health CT is currently seeking a Full-time, Application Support Specialist I in Rocky Hill, CT

Position: Application Support Specialist I

Location: 175 Capital Blvd. Floor 3, Rocky Hill, CT

Employment: Full-time, 40 hrs

Working Arrangement: Hybrid, 3 days onsite, 2 days remote

Schedule: Monday- Friday

Reports to: Director, EHR Application & Implementation

Position Summary: The Application Support Specialist handles workflow analysis, documentation, configuration, modification, testing, implementation, and support of the electronic health record, athenaOne, and associated applications. This specialist will collaborate with various departments on the implementation, use, and support of multiple application systems. This specialist will provide detailed training sessions, troubleshoot problems, and respond to inquiries from end-users during training, go-live support on location, and post go-live. Successful candidates must embrace teamwork but can also work independently, be self-motivated, well organized, display excellent written and oral presentation skills, and enjoy helping others.

Role duties and responsibilities:

• Responsible for creating and providing on-site staff training sessions to all staff who will be end users of the system(s).
• Provide reinforcement and troubleshooting to all levels of users, including new providers, new staff, refresher training, or training when new content and/or workflows are deployed.
• Identifies and resolves application issues, escalates problems appropriately with management and vendor(s).
• Manages one on one support with confidence and competence via phone, email, in person and on-site.
• Command a strong knowledge of the applications functionality and its interaction with ancillary systems.
• Mastery of assigned applications including table space configuration, template building, rule building, and maintenance and basis system reporting.
• Demonstrates a strong understanding of privacy and security in healthcare and can articulate compliance requirements to users as it relates to Protected Health Information and EHR.
• Completes Medical Record Requests and PHI auditing in an efficient and HIPAA compliant manner.
• Participate in implementation coordination with multiple departments within the organization.
• Responsible for designing and documenting business and functional requirements for application software for product development and configuration based on workflow reviews.
• Regularly correspond with Chief Medical Officer and Medical Directors.
• Provide formal and impromptu presentations and consultations to internal customers as they relate to the use of system functionality or the implementation of new system functionality and workflow(s).
• Analyze and identify recurring themes and provide targeted outreach for optimization of the EHR.
• Participate in internal and external cross-functional teams and areas affected by the application project.
• Takes initiative and can effectively prioritize work assignments with minimal direction.
• Complete assigned tasks outlined in work plans, schedules, project estimates, resource plans, budgets, and status reports.
• Disciplined self-starter with a positive, team-oriented approach with the ability and desire to learn.
• Demonstrates adaptive training styles through attentive listening and cognitive empathy.
• Work with management in the design and creation of application software templates and master files.
• Understanding of basic medical terminology, anatomy, and general medical office workflow.
• Responsible for creation and maintenance of policy, procedure, workflow documentation, and newsletter content.
• Insurance website administration and access maintenance
• Communicate directly with patients requiring aid with patient portal access.
• Ability to travel up to 10%, including occasional overnight and work outside typical business hours.
• Effectively manages time during non-peak hours.
• Consistently reports to work within appropriate timeframes and follows all company protocols.

Required skills/qualifications:

• Experience in the healthcare industry, specifically in one or more areas including clinical, revenue cycle, electronic health records, and/or application master files preferred.
• Experience working with end-users in focus groups, analysis and design preferred.
• Experience requirement(s) gathering and development of detailed functional specifications a plus.
• Knowledge of Microsoft Office Suite and PC skills required.
• Healthcare industry applications knowledge preferred.
• Prior training experience required
• Must have the ability to review application documentation, master the content and determine the impact to end users

Qualified candidates are encouraged to apply to learn more about all the position has to offer!

The Job responsibilities provided are intended to be a summary of the job duties. In no instance should the duties, responsibilities, and requirements included in a job description constitute as being all-inclusive. The Company and authorized management personnel reserve the right to review, change, add and/or delete duties, responsibilities, and requirements on a job description as necessary.