Griffin Resources · 4 hours ago
Application Support Specialist III - NextGen
United States
Full-time
Remote
Senior Level
5+ years expDAS Health is a leading provider of health IT and managed services, serving healthcare organizations nationwide. They are seeking an experienced Application Support Specialist III – NextGen to provide expert-level remote technical support for NextGen applications, ensuring timely issue resolution and optimizing system performance for healthcare practices.
ConsultingHuman ResourcesProfessional Networking
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
Qualification
Required
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
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
Preferred
Bachelor's Degree preferred
NextGen certification is preferred
CRM documentation experience preferred
Benefits
Collaborative and growth-focused culture
Opportunities for advancement within a rapidly expanding organization
Meaningful, mission-driven work supporting healthcare improvement
Competitive compensation and benefits package
Company
Griffin Resources
Griffin Resources is a human resource consulting firm that offers payroll, employee relation, analytics, recruiting, and support services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Caron-Lee Benton, SPHR®
Strategic Human Resources Business Partner
Recent News
Business Wire
2024-12-20
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