NextGen Application Support Specialist

Aria Care Partners is the national leader in providing onsite dental, vision, hearing, and podiatry care to over 3500 long-term care and skilled nursing facilities across 25 states. Aria Care Partners believes that our clinicians should be able to focus on providing the best, most comprehensive care for their patients. Our clinicians visit different skilled nursing communities daily, bringing life-affirming care to an underserved population. Our business model, innovation, customer support and teamwork deliver an unparalleled customer experience, resulting in a customer satisfaction rating of over 98%. Executing this strategic philosophy resulted in rapid company growth with revenue increases of 25%-30% annually over the last 4 years, nearly doubling the size of the company. Company values include caring fully for our customers and fellow employees, striving for excellence and continuous improvement, and excelling through the power of teamwork and collaboration. At Aria Care Partners, our mission is to enrich the quality of life for every resident with passion and compassion.

Working at Aria Matters!

The Position

The NextGen Application Support Specialist is responsible for providing technical and operational support for Aria’s NextGen Enterprise EHR and Enterprise PM systems along with integrated third-party applications. This role ensures seamless user experiences by managing user and system configurations to support Podiatry, Optometry, and Audiology service lines. Troubleshoot issues that arise and support integrations with external systems.

ESSENTIAL DUTIES & RESPONSIBILITIES

•  2–4 years of prior experience with supporting the NextGen Enterprise EHR/ Enterprise PM platforms (Required). 
•  Experience with NextGen 6 RDP remote desktop environment and Optical Management a plus.
•  Manage AD Manager user setup, permissions, security roles and templates and MFA Authentication processes with OKTA MFA.
•  Provide Tier 1 and Tier 2 end user support and troubleshooting the NextGen EHR/PM systems and related applications in NextGen Production and Sandbox environments.
•  Modify and update SOAP and Optical Templates and help to customize Core (Family and Optometry) templates, where appropriate.
•  Custom User Groups, Provider and User configurations, Service Location access and Preferences, Quick Notes and Quick Loads features.
•  Familiarity with Practice Management Workflows, Document Management, File Maintenance, License Manager, Order Management Console, Reports, and Template Editor module/features.
•  Additional experience with NOAH, and MIRTH channels, BBP – Background Business Processor/Batch Job scheduler and customizations used for billing, is a plus.
•  Monitor, manage, and resolve errors with system processes and integrations.
•  Create and maintain custom reports and dashboards using NextGen tools.
•  Document support procedures, FAQs, and end user support resources.
•  Collaborate with internal teams (e.g., Clinical, Product, and Systems) to resolve complex issues.
•  Able to work in team environment.

Preferred:

•  Bachelor’s degree in Health Information Technology, Computer Science, or related field preferred.
•  NextGen certification or training (e.g., EHR, PM) is highly desirable.
•  Strong understanding of NextGen workflows, clinical documentation, and practice management.
•  Excellent problem-solving and analytical skills.
•  Strong written and verbal communication skills – ability to document solutions and procedures, ability to communicate in person or email
•  Ability to work independently and manage multiple priorities.
•  Familiarity with ePHI, HIPAA and healthcare data privacy standards.
•  Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint); experience with Excel PivotTables and charting preferred.
•  Good judgement, clear communication skills and the ability to help others
•  Ability and desire to learn new processes and tools
•  Basic project and time management skills
•  Understands data structures and system logic
•  Business analysis/process evaluation experience

OTHER QUALIFICATIONS

•  Experience with Salesforce or similar CRM platforms is a plus.
•  Problem solving — Identify and resolve problems in a timely manner.
•  Customer-focused mindset with a commitment to service excellence. Respond promptly to customer needs, solicit customer feedback to improve service, respond to requests for service and assistance and meet commitments.
•  Planning/organizing — Prioritize and plan work activities and use time efficiently.
•  Quality control/ Strong attention to detail — Demonstrate accuracy and thoroughness; monitor own work to ensure quality and apply feedback to improve performance.
•  Adaptability — Adapt to changes in work environment, manage competing demands and deal with frequent changes, delays, or unexpected events. Adaptable to changing environments and technologies.
•  Dependability — Consistently at work and on time, follow instructions, respond to management direction, and solicit feedback to improve performance.

PHYSICAL EFFORT & WORKING CONDITIONS

• Work is performed remotely (home office) with minimal exposure to health or safety hazards
• Substantial time is spent working on a computer
• Ability to lift up to 20 lbs.
• Ability to work extended hours during critical system events

Benefits

We offer a comprehensive benefit package for you and your family, including:

• Paid mileage and partial paid drive time 
• Portion of each day working from home
• Paid Time Off (PTO) and Paid Holidays for Full-time Employees
• 401k Retirement Plan with Company Match
• Medical insurance
• Dental insurance
• Vision insurance 
• Company match for Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Company paid Employee Assistance Program (EAP)
• Life and Disability Insurance
• And more! 

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