Job Description

Job Title:                       NextGen Support Analyst

Reports To:                   Clinical Applications Manager

Job Summary:                     NextGen Support Analyst’s primary role is to address day-to-day break/fix issues. This position will have an emphasis on support in Practice Management, Revenue Cycle, Electronic Dental Record, Medical Records, Referrals and EHR. Analyst will review all Application service requests and be the first point of contact, determine if OSIS or a higher level of support is needed be a support mechanism for best practice workflow and assist PSR/EHR trainers when necessary. This position is 100% remote with an expectation of onsite support for large projects such as NextGen upgrades.


Qualifications and Requirements:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 


Essential Job Duties:

            NextGen System Support

  • Fulfills the role of NextGen Support Subject Matter Expert.
  • Ability to monitor outstanding support issues, escalating at appropriate SLA agreement timelines.
  • Ability to use NextGen KE, OSIS Network Portal, ConnectWise ServiceDesk, Microsoft Teams
  • Collaborates directly with departmental leadership providing updates regarding pending service requests, outages, interface problems etc.
  • Provides first call resolution or temporary workarounds so staff can continue business operations until a long term resolution is in place.
  • Ability to assist Revenue Cycle and/or act as a liaison between OSIS and CCHCI with revenue cycle related issues.
  • Ability to troubleshoot, modify and create real-time NextGen reports with staff from within Practice Management.
  • Maintenance of NextGen User Accounts including Active Directory Global Users
  • Train and assist other departments who may need access to File Maintenance and assist with table builds.
  • Creates NextGen Provider accounts including lab, interface, PAQ, tasking, eRx, Share configuration
  • Manages Inclusion/Exclusion lists for 3rd party vendors including correspondence with Quality/Risk departments.
  • Trains and educates staff on data collection and best practice workflow
  • Participates in discussions on troubleshooting, common issues affecting users, outstanding requests.
  • Remote training support for specific individual training modules
  • Travel may be required for large projects such as NextGen KBM Upgrades.


Required Education, Experience, Certificates & Licenses:

  • High School Diploma required.
  • 3 years’ experience in a healthcare application support role required.
  • 2 years’ hands-on experience with NextGen PM/EHR/EDR software required.
  • Knowledge in Medical Records/Referrals process
  • Ability to work independently.
  • Any combination of education and/or experience that provides the necessary skills required may be considered.
  • Driver's License and Proof of Insurance may be required if requesting mileage reimbursement.


Preferred Education, Experience, Certificates & Licenses:

  • Bachelor’s Degree preferred
  • 1 year experience in a support IT/analyst/Trainer position.



Required Language Skills:

  • Ability to accurately comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
  • Ability to effectively present information in one-on-one and small group situations to patients, internal providers and other staff, and external personnel working in cooperation with the organization.


Physical Requirements:

  • Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
  • Ability to continuously remain in a stationary position.
  • Ability to occasionally move about inside the workplace to access files, office machinery, etc.
  • Possesses hand-eye coordination and manual dexterity necessary to constantly operate computer, telephone, and other office machinery.
  • Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
  • Ability to discern the nature of sounds at a normal spoken volume.


Other Required Knowledge, Skills, and Abilities:

  • Ability to create and troubleshoot existing NextGen PM reports.
  • Ability to use Microsoft Office 365, Microsoft Teams, Videoconferencing
  • Knowledge of basic clinical workflows (front office and clinical)
  • Experience in EHR, quality measurements, abstraction a plus.
  • Experience in Medical Records / Referrals a plus.
  • Ability to perform a variety of assignments and make decisions requiring independent judgment.
  • Displays high-level critical thinking and problem-solving skills that lead to unconventional resolutions.
  • Displays strong attention to detail.
  • Knowledge of health plans and community health centers preferred.
  • Knowledge of HIPAA and Corporate Compliance rules and regulations.
  • Strong computer literacy required with experience using RDP sessions and troubleshooting connectivity.
  • Excellent communication and collaboration skills, as well as self-initiative.
  • Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans.
  • Ability to provide excellent customer service


Work Environment & Conditions:

  • Work environment is usually typical of an administrative office setting with no substantial exposure to adverse environmental conditions.
  • Occasionally, work environment is typical of a health clinic setting with occasional exposure to communicable diseases, bodily fluids, and hazardous chemicals.
  • Work requires reliable transportation as position requires occasional travel and extended hours to include early mornings, evenings, holidays, and weekends.