Application Support Specialist

Remote
Full Time
LMS / Support
Mid Level
Recognized as one of the fastest growing companies in Tampa Bay and on the Inc. 5000 list of top privately held companies in the country for 10 years, DAS Health is seeking an experienced Application Support Specialist to join our team!

Application Support Specialist

DAS Health is seeking a detail-oriented, client-focused Application Support Specialist to join our growing team. In this role, you’ll provide remote technical support for healthcare IT applications, including NextGen and NextGen Office EHR (Electronic Health Records), Practice Management (PM), and Revenue Cycle Management (RCM) systems. You’ll work closely with healthcare providers and internal teams to resolve issues, deliver training, and optimize system performance—ensuring exceptional service delivery and client satisfaction.

Please note: Candidates must be willing to participate in a 24/7 on-call rotation to provide emergency support as needed.

Responsibilities:
  • KPI & SLA Compliance: Meet established support performance metrics, including phone queue goals and ticket response/resolution SLAs.
  • Ticket Documentation: Accurately log and manage support tickets using ConnectWise, ensuring complete and clear documentation per company standards.
  • Application Support & Training: Provide support and training for NextGen and NextGen Office tailoring solutions to client needs.
  • Client Workflow Optimization: Understand and evaluate client workflows to identify and recommend system enhancements, training opportunities, or new product features that improve efficiency and user experience.
  • Issue Resolution & Troubleshooting: Perform Tier 1 and Tier 2 support tasks, including password resets, user account unlocks, diagnostic testing, data navigation, and report generation.
  • Root Cause Analysis: Apply critical thinking and problem-solving techniques to resolve issues effectively and identify long-term solutions.
  • Incident Management: Respond to user inquiries via phone, email, or ticketing system; escalate more complex issues as appropriate and ensure follow-through to resolution.
  • System Configuration & Testing: Assist with system setup, configuration, testing, and troubleshooting of PM/EHR applications to ensure optimal functionality.
  • Client Communication: Keep clients informed of system changes, software updates, and enhancement opportunities; clearly explain technical issues in accessible, non-technical language.
  • Cross-Functional Collaboration: Act as a liaison between clients, internal departments, and external vendors to support seamless project delivery and post-implementation support.
  • Client Advocacy: Represent client concerns and feedback in internal meetings and work proactively to ensure client satisfaction.
  • After-Hours Support: Participate in an on-call rotation for emergency support needs outside of standard business hours.
  • Other Duties: Perform additional related responsibilities as assigned to support the success of the Application Support team.
Requirements:
  • Education: Associate’s Degree in Healthcare or Healthcare IT is required; Bachelor’s Degree in a related field is preferred.
  • Healthcare IT Experience: Prior experience working with Electronic Health Record (EHR) and/or Practice Management (PM) systems is required.
  • Product Knowledge: Familiarity with NextGen products is strongly preferred.
  • Analytical Skills: Strong problem-solving abilities and critical thinking skills to support effective troubleshooting and root cause analysis.
  • Customer Service: Excellent client service skills with the ability to communicate clearly and professionally with users at all levels.
  • Communication Skills: Exceptional verbal and written communication abilities, with the capacity to explain technical issues in simple terms.
  • Training & Support: Ability to educate and train users on EHR/PM applications to ensure proper system usage and adoption.
  • Documentation Proficiency: Experience with CRM or ticketing is preferred for accurate and efficient issue tracking.
  • Time Management: Ability to manage multiple support cases or projects simultaneously, while meeting deadlines and client expectations.
  • Work Schedule Flexibility: Ability to work an 8 AM–5 PM or 11 AM–8 PM EST shift, and participate in an on-call rotation for 24/7 emergency support.
  • Certifications: Must maintain any required PM/EHR application certifications as specified.
     
What We Offer:
For full-time opportunities, we offer:
  • Work Remotely (unless otherwise specified) with Work from Home Allowance
  • Competitive pay with discretionary bonus opportunities
  • Flexible Time Off
  • Continued Education Reimbursements
  • Company Paid Health Benefits for employees and family
  • 401k with Employer Match
  • Mental Health Services
  • Parental Leave

About DAS:
DAS Health is a leading provider of Health IT and management solutions and a trusted consultant to many physician groups, hospitals and healthcare systems across North America. For the last two decades, DAS Health has been bridging the gap between regulatory compliance, business goals and personal service, empowering our clients to deliver more patient-centric care, protect their earnings and increase profitability.
As part of our commitment to the privacy of our job applicants, please review the DAS Health Privacy Notice (https://dashealth.com/Employment-Privacy-Notice/) and kindly acknowledge on your application that you have read and understand the policy. By doing so, you demonstrate your commitment to our values and your understanding of how we manage and protect your personal information.
 
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