Application Support / PM Consultant

Responsibilities

• Support & Application Troubleshooting
• Provide Tier 2/Tier 3 Practice Management application support across assigned EHR/PM platforms
• Troubleshoot PM-related system issues such as scheduling, registration, charge capture, claim submission, ERA/EOB posting, and reporting discrepancies
• Analyze system logs, configuration settings, and workflow behavior to diagnose and resolve complex PM issues
• Collaborate with EHR vendors (eCW, NextGen, athenaOne, Epic) to escalate and resolve platform defects, enhancement requests, and integration issues
• Maintain detailed documentation of support cases, resolutions, and configuration changes
• Monitor recurring issues to identify trends, recommend corrective actions, and drive long-term workflow or configuration improvements
• Support end users with clear, actionable guidance that reinforces best practices and promotes operational efficiency
• Participate in on-call rotations or extended-hours support during major go-lives, upgrades, or high-impact events

Essential Duties and Responsibilities

• Configure and support Practice Management workflows within assigned EHR/PM platforms
• Perform PM system build, validation, and configuration aligned to practice operations and revenue cycle best practices
• Conduct workflow analysis, design, and documentation for Practice Management processes
• Serve as the PM subject-matter expert for assigned functional areas or engagements
• Deliver PM end-user training (individual, group, and classroom-based), onsite or remotely
• Deliver go-live and post-go-live support to ensure PM workflow readiness and user adoption
• Deliver clear, engaging training and presentations tailored to operational and revenue cycle audiences
• Provide ongoing Practice Management consulting and optimization support following implementation or go-live
• Identify opportunities to improve PM workflows, efficiency, and revenue cycle outcomes
• Conduct follow-up reviews to ensure PM configurations continue to meet operational needs
• Apply lessons learned and best practices across client engagements
• Risk Identification & Issue Resolution
• Identify PM setup, workflow, or readiness risks and escalate issues with recommended solutions
• Drive resolution of end-user issues, coordinating with internal teams as appropriate
• Document PM workflows, system configurations, and practice-specific variations

Supervisory Responsibilities

• No supervisory responsibilities

Competencies

• Customer Service Oriented
• Execution Drive
• Decision Making
• Intellectual-Business Acumen
• Interpersonal-Communication
• Intellectual-Critical Thinking
• Interpersonal-Teamwork
• Intellectual-Technical KSAs

Qualifications

• Education And/or Experience: High school diploma or GED required; Bachelor’s Degree or equivalent experience preferred. 3-5 years of related experience; prior lead or supervisory experience preferred
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. The employee spends a majority of the workday sitting or standing at a desk and on the phone. Occasionally, the employee will be required to travel to a customer location, be scheduled to work after normal business hours and work at home.