The role involves providing NextGen PM/EHR application support, troubleshooting complex issues, delivering client training, managing incidents, and ensuring client satisfaction by meeting performance metrics.
NextGen Application Support Specialist II
Location: Remote
Reports To: Application Support Team Lead
At DAS Health, we are a trusted provider of health IT and business solutions, supporting thousands of healthcare providers nationwide. We empower our clients by improving workflows, optimizing system performance, and ensuring they can focus on what matters most—patient care.
We are seeking an Application Support Specialist II to join our growing team. This role is dedicated to providing NextGen PM/EHR application support for DAS Health clients. As a frontline escalation resource, you will troubleshoot and resolve complex issues, deliver training, and ensure a positive client experience while meeting performance targets and SLAs.Responsibilities:
Location: Remote
Reports To: Application Support Team Lead
At DAS Health, we are a trusted provider of health IT and business solutions, supporting thousands of healthcare providers nationwide. We empower our clients by improving workflows, optimizing system performance, and ensuring they can focus on what matters most—patient care.
We are seeking an Application Support Specialist II to join our growing team. This role is dedicated to providing NextGen PM/EHR application support for DAS Health clients. As a frontline escalation resource, you will troubleshoot and resolve complex issues, deliver training, and ensure a positive client experience while meeting performance targets and SLAs.Responsibilities:
- Performance & Documentation
- Meet established Support KPIs, including phone queue metrics and ticket SLAs.
- Accurately document all issues within ConnectWise ticketing system following DAS standards.
- Application Expertise
- Provide advanced application-level support and user training, with an emphasis on NextGen Enterprise and NextGen Office.
- Stay current with NextGen updates, releases, and industry best practices.
- Understand client workflows and technical environments to recommend products, services, and training.
- Proactively collaborate with clients on software enhancements to improve EHR/PM utilization.
- Incident Management
- Respond to client inquiries via phone, email, and ticketing system, ensuring timely resolution.
- Create detailed support tickets capturing all relevant client and issue data.
- Escalate issues to internal teams or vendors when outside Tier 2 scope.
- Participate in an on-call rotation for after-hours emergency support.
- Troubleshooting & Client Support
- Perform Tier 2 troubleshooting, including account unlocks, password resets, diagnostics, and root cause analysis.
- Support configuration, testing, and troubleshooting of PM/EHR systems.
- Provide guidance on chart navigation, reporting, and other key system functions.
- Ensure clear, consistent communication with clients throughout case management.
- Collaboration & Communication
- Act as a liaison between clients, internal departments, and external vendors.
- Clearly explain complex technical issues in a client-friendly manner.
- Represent client needs in cross-functional meetings.
- Keep clients informed on new features, enhancements, and support initiatives.
- Additional Duties
- Perform other related responsibilities as assigned.
- Associate’s degree in Healthcare or Healthcare IT required; Bachelor’s degree preferred.
- NextGen experience is required; certification preferred.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent customer service and communication skills across all user levels.
- Ability to train and educate users on PM/EHR applications.
- CRM documentation experience preferred.
- Primary work hours are 8 am – 5 pm ET, with willingness to cover swing shifts as needed for PTO, client needs, or other business requirements.
- Participation in 24/7 on-call emergency support rotation.
- Ability to manage multiple projects and meet deadlines.
- Mission-driven work — support healthcare providers in delivering quality patient care.
- Growth opportunities — we promote from within and encourage professional development.
- Collaborative culture — be part of a supportive, innovative, and client-focused team.
- Comprehensive benefits — including medical, dental, vision, 401(k), paid time off, and more.
Top Skills
Connectwise
Nextgen Ehr
Nextgen Pm
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