Position Summary

The Application Support Specialist provides technical and functional support for healthcare

software systems (such as EHR/EMR and related clinical/administrative applications), ensuring

optimal performance, user satisfaction, and compliance with healthcare standards. This role

serves as a key liaison between clinical users, IT teams, and external vendors to troubleshoot

issues, train users, implement updates, and continuously improve application usability.

Key Responsibilities

Technical & User Support

 Respond to and resolve application support requests from clinical, administrative, and

operational users in a timely manner.

 Troubleshoot software issues, diagnose root causes, and escalate complex problems

when necessary.

 Provide Tier 1 and Tier 2 application support across systems such as EMR/EHR, practice

management tools, and other clinical applications.

Application Management & Maintenance

 Assist with application configuration, system updates/patches, testing, and validation

activities.

 Perform user setup and maintenance of roles, permissions, and access rights to ensure

secure system use.

 Monitor application performance, interpret alerts, and take action to maintain uptime

and reliability.

Training & Documentation

 Create and maintain knowledge base articles, user guides, SOPs, and support

documentation.

 Conduct end-user training sessions on application features, workflows, best practices,

and new releases.

Workflow & Process Improvements

 Analyze clinical and non-clinical workflows to recommend application enhancements

that improve efficiency and user experience.

 Work with stakeholders to gather requirements for application changes and support

implementation.

Vendor & Stakeholder Collaboration

 Act as point of contact with third-party vendors and partners to resolve issues,

coordinate updates, and optimize system performance.

 Partner with IT development, operations, and clinical informatics teams to support

strategic initiatives.

Compliance & Security

 Ensure activities comply with healthcare regulations and standards (e.g., HIPAA) and

uphold data integrity and confidentiality.

Required Qualifications

 Experience: years of application support or healthcare IT experience, preferably with

EHR/EMR systems.

 Technical Skills:

• Experience supporting clinical and administrative healthcare applications.

• Proficiency with ticketing systems (e.g., ManageEngine SDP), basic SQL, and

application monitoring tools preferred.

• Familiarity with healthcare workflows, clinical terminology, and regulatory

requirements.

 Soft Skills:

• Excellent communication and customer service skills.

• Analytical thinking and problem-solving capabilities.

• Ability to work independently and collaboratively with cross-functional teams.

Work Environment

 Standard office setting with potential for hybrid or remote work depending on

organizational policy.

 May require occasional travel within facilities or to vendor/provider sites.

 On-call rotation or extended support hours during system upgrades or critical incidents

may be necessary.