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IT Application Analyst POST NUMBER: 484136

Jacksonville, FL, US On-Site
Software/SaaS
Vaco
$ 54100.00 - 70000.00 yearly
direct hire
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The Applications Support Analyst provides front-line and escalated support for financial and administrative applications used in a 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. 

Essential Job Functions:
  • Serve as primary support for practice applications, with emphasis on patient management, EMR and financial workflows (e.g., scheduling, referrals, eligibility and insurance verification, billing, payments). 
  • 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/work steps 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, payor portals), escalating appropriately. 
  • Participate in after-hours support as needed, including a rotating on-call schedule, to address urgent clinical/operational application issues. 
 

Competencies
 
  • Communication - Exhibits good listening and comprehension. Expresses ideas and
thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
  • Critical Thinking and Problem Solving - The ability to handle complex situations in
                the workplace and calmly develop creative solutions.
  • Compassion - Exhibits empathy or real concern for patients coupled with a desire to take action to address the patient’s needs.
  • Time Management - The ability to plan your duties ahead of time and leveraging technology to help you do so.
 

General Qualifications

  • Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint); comfort with documentation and basic data review in Excel. 
  • Familiarity with information technology concepts: servers, storage, network, and workstations and their use.
  • 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. 
  • Experience with NextGen and/or Luma Health (highly preferred). 
  • Understanding of HIPAA/privacy best practices and role-based access concepts. 

Education and Experience

  • 2 years of application support, business analyst or systems support experience, preferably in a healthcare or ambulatory practice environment. 
  • Working knowledge of revenue cycle and EMR concepts and terminology (appointments, encounters, clinical documentation, orders, results, billing-related workflows). 
  • Experience supporting end-users in a healthcare setting; strong customer service mindset with calm, effective communication under pressure. 
  • High school diploma or equivalent required, associate or bachelor’s degree preferred.

Physical Requirements
Physical Demands
  • Sitting: Prolonged periods of sitting at a desk and working on a computer: marginal
  • Heavy lifting: marginal (Moderate lifting (15-20 lbs.): essential 
  • Walking: Must be able to access and navigate each department at the organization's facilities: essential
  • Pushing/Pulling: marginal
  • Standing: essential
  • Repetitive motion: marginal
  • Reaching: marginal
  • Bending: marginal
Emotional Demands
  • Fast pace: essential
  • Multiple Stimuli: essential
  • Intense customer interaction: essential
  • Frequent change: essential
Mental/Sensory Demands
  • Memory: essential
  • Reasoning: essential
  • Hearing: essential
  • Reading: essential
  • Analyzing: essential
  • Logic: essential
  • Verbal communication: essential
  • Written communication: essential

 

Working Conditions

  • Primarily office-based with remote support as needed (depending on practice needs). 
  • Occasional travel between practice locations. 
  • Participation in a rotating on-call schedule and occasional after-hours work during upgrades, releases, or urgent issues. 

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com.

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Representation Notice

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada: Based on Highspring’s discussions with its Client, Highspring’s understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring’s use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client’s use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

  • the individual’s skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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