[Hiring] Ambulatory EMR Application Support Analyst @NTT DATA Services

Role Description

We are seeking an experienced Ambulatory EMR Application Support Analyst (L2) to provide advanced operational, functional, and technical support for ambulatory Electronic Medical Record (EMR) applications within a healthcare environment. The candidate will support outpatient clinical workflows, EMR interfaces, provider documentation tools, billing processes, and application maintenance activities while ensuring high system availability and user satisfaction. The role requires strong knowledge of ambulatory clinical operations, EMR configuration, troubleshooting, integrations, upgrades, and production support within a healthcare setting.

Key Responsibilities

• Clinical Workflow Support
  • Provide L2 support for ambulatory EMR applications supporting outpatient clinics and physician practices.
  • Troubleshoot issues related to:
    • Patient scheduling
    • Registration and intake workflows
    • Clinical documentation and charting
    • Order entry and results review
    • Provider workflows and encounter management
  • Analyze and resolve complex workflow and application issues impacting clinical operations.
  • Collaborate with clinicians, practice managers, and operational teams to optimize system utilization.
• EMR Interface Support
  • Monitor, troubleshoot, and support interfaces between EMR and external systems.
  • Investigate interface failures, message errors, and data reconciliation issues.
  • Validate interface data transmission and ensure successful integration outcomes.
• Ambulatory Billing Support
  • Support ambulatory revenue cycle workflows and billing-related EMR functionality.
• Configuration and Customization
  • Configure and maintain:
    • Clinical templates
    • Provider preferences
    • Smart tools and productivity features
    • Order sets and documentation workflows
  • Support optimization efforts to improve provider efficiency and user adoption.
  • Assist in testing and deploying configuration changes based on business requirements.
• Document Management Support
  • Support document management processes including:
    • Document scanning
    • Indexing
    • Chart import
    • Medical records management
  • Troubleshoot issues related to document workflows and patient record accessibility.
  • Ensure proper document categorization and archival standards are maintained.
• Application Maintenance & Release Management
  • Participate in upgrades, patches, hotfix deployments, and routine maintenance activities.
  • Perform impact analysis, testing, validation, and production implementation support.
  • Support application version upgrades while minimizing disruptions to clinical operations.
  • Maintain system documentation and change records.
• Incident & Problem Management
  • Provide advanced troubleshooting for production incidents and service requests.
  • Perform root cause analysis for recurring application issues.
  • Participate in major incident management and escalations.
  • Maintain SLA compliance and timely resolution of tickets.

Qualifications

• Bachelor's degree in Healthcare Informatics, Information Technology, Computer Science, or related field.
• 5–8 years of experience for L2 Support role.
• Experience supporting healthcare EMR/EHR applications in a production environment.
• Relevant EMR/EHR certifications preferred.

Requirements

• Functional Skills - 5+ years of experience in the below skills:
  • Strong understanding of ambulatory clinical workflows, including:
    • Scheduling
    • Registration
    • Clinical documentation
    • Order management
    • Results review
  • Knowledge of ambulatory practice operations and provider workflow optimization.
  • Understanding of ambulatory billing and revenue cycle processes.
• Technical Skills - 5+ years of experience in the below skills:
  • Experience supporting Ambulatory EMR/EHR platforms.
  • Experience troubleshooting healthcare interfaces and integrations.
  • Knowledge of:
    • HL7 messaging
    • Interface monitoring tools
    • E-Prescribing workflows
    • Clinical documentation templates
  • Experience supporting upgrades, patches, and production releases.
  • Understanding of healthcare data management and EMR archival processes.
• Healthcare Domain Knowledge – Minimum 5+ years of experience in the below skills:
  • Ambulatory care workflows.
  • Provider office operations.
  • Medical terminology and clinical documentation.
  • E&M coding concepts and charge capture workflows.
  • HIPAA and healthcare data privacy requirements.

Benefits

• Medical, dental, and vision insurance with an employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short and long term disability coverage.
• Paid time off.
• Employee assistance program.
• Participation in a 401k program with company match.
• Additional voluntary or legally-required benefits.