Maintains and optimizes the organization’s Charge & Quality Capture tools in accordance with established Service Level Agreements (SLAs).
Monitors system alerts and proactively supports ongoing solution performance and stability.
Identifies, documents, and escalates issues to appropriate internal teams and external vendors as needed.
Provides timely support and guidance to stakeholders through the incident ticketing system.
Executes assigned operational and project-based tasks to support system functionality and performance.
Evaluates system performance and recommends enhancements to improve efficiency, reliability, and user experience.
Supports integrated testing for new installations, upgrades, and system configurations to ensure integrity prior to User Acceptance Testing (UAT).
Collaborates with assigned vendors to resolve issues, coordinate updates, and support system enhancements.
Maintains and adheres to IT policies, procedures, and standard operating procedures (SOPs).
Tracks and manages performance metrics, including system uptime, incident management KPIs, and other prescribed measures.
Safeguards operations and ensures HIPAA (Healthcare Insurance Portability and Accountability) compliance by maintaining strict confidentiality and adhering to regulatory and organizational guidelines.
Delivers application training, as needed, to Clinical and Revenue Cycle Management (RCM) team members.

Requirements

Bachelor’s degree in Information Technology, Business Administration, Finance, Human Resources, or a related field (or equivalent experience).
3-5 years of experience in IT support, ITSM administration, or application/platform support.
Hands-on experience with Medaxion, MDcloud or other EHR/Charge & Quality Capture platforms required.
Experience with system installation, configuration, analysis and testing.
Experience with workflow design, automation, and platform integrations strongly preferred.
Strong problem-solving and analytical skills, with the ability to identify root causes and deliver long-term solutions.
Excellent verbal and written communication skills to engage with both technical teams and business stakeholders.
High attention to detail with proven ability to manage multiple priorities in a fast-paced environment.
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint); familiarity with reporting/analytics tools is a plus.
Customer service–oriented mindset with a collaborative, team-focused approach to problem-solving.
Familiarity with AI-enabled support tools, workflow automation, or ITIL practices preferred.

Benefits

Annual bonus eligibility
Competitive salary

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT supportITSM administrationapplication supportsystem installationsystem configurationsystem analysissystem testingworkflow designautomationplatform integrations

Soft Skills

problem-solvinganalytical skillsverbal communicationwritten communicationattention to detailtime managementcustomer service orientationcollaborationteamworkmulti-tasking