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Senior Application Support Analyst
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Post Date: Jun 08, 2018
Job Type: Full-time
Start Date: Immediate
Compensation: Commensurate with experience
Location: US - Georgia - North Atlanta / Perimeter
Reference: MedSupp303320
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Senior Application Support Analyst

Full Time Position

Medicat seeks a Senior Application Support Analyst to join a dynamic team dedicated to client success and satisfaction. Medicat provides the opportunity to take initiative, show leadership and grow professionally. If you currently feel held back in meeting your potential and want the opportunity to make a difference, Medicat might be the company for you!

Role and Responsibilities

  • First point of phone or email contact for clients requesting Application Support
  • Provide exceptional customer service
  • Meticulous attention to detail
  • Take initiative and effectively prioritize workload
  • Responsible for resolving level I & II product, hardware, and peripheral issues
  • Anticipate and prevents potential user problems
  • Keep all parties advised as to ticket status with clear follow-through and  coordination of resolution
  • Use of ticket management tools to insure timely resolution of open tickets
  • Escalate incidents to other Medicat staff as appropriate
  • Ability to multi-task while maintaining productivity and efficiency
  • Team player who also works well independently
  • Commit to learning, maintaining, and sharing current product knowledge
  • Must be able to work a flexible schedule, including weekends, holidays, and on-call after hours per rotation

Required Experience

  • 3-5 years Client-facing Ambulatory PM/EHR software support experience
  • Strong understanding of EHR and clinical workflow

Required Skills

  • Excellent listening and problem-solving skills
  • Ability to translate product features into workflow benefits for users
  • Outstanding client communication skills including follow-through, tracking, and closure
  • Ability to convey instructions, document processes, and communicate effectively in writing
  • Exceptional interpersonal skills to facilitate interaction with internal staff and clients
  • Willing to advise manager of any client issues that may pose particular concern
  • Client-centric attitude with client satisfaction as #1 objective

Preferred Skills

  • Current or previous Medicat user experience
  • Experience with ticket management system
  • e-Prescribing experience – (Rcopia by DrFirst preferred)
  • Software testing skills
  • Software installation experience
  • Cognizant of patient safety issues
  • Familiar with ePHI security

No travel; work from Atlanta Corporate office is preferred

Medicat Mission
“Best Product, Superb Implementation & Unsurpassed Support”

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