Applications Support Analyst

POSITION TITLE:

APPLICATIONS SUPPORT ANALYST

Borland Groover is one of Florida's leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves in delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values aligning with ours, apply to join our team!

The Applications Support Analyst provides front-line and escalated support for clinical and administrative applications used in a gastroenterology physician practice. This role partners closely with providers, nursing, scheduling, billing, and leadership to ensure reliable day-to-day operation of patient management workflows and electronic medical record (EMR) systems. The analyst troubleshoots issues, supports end-users, assists with upgrades and optimization, and participates in a rotating on-call schedule to maintain continuity of patient care operations.

• Serve as primary support for practice applications, with emphasis on patient management and EMR workflows (e.g., scheduling, clinical documentation, orders, messaging, tasks, results, referrals).
• Provide responsive end-user support via ticketing, phone, and in-person/remote assistance; triage issues and drive timely resolution.
• Troubleshoot application and workflow issues by reproducing problems, analyzing logs/worksteps when available, and coordinating with vendors or internal IT partners as needed.
• Support system configuration within defined scope (templates, user preferences, roles/access requests, basic setup and maintenance).
• Assist with application updates, patches, and testing; document outcomes and coordinate communication/training as needed.
• Create and maintain user-facing documentation (quick guides, FAQs, tip sheets) and deliver basic training for new hires and process changes.
• Identify recurring issues and recommend improvements to reduce disruption and improve user experience and operational reliability.
• Maintain accurate ticket notes, root cause summaries, and knowledge base articles.
• Support integrations and interfaces at a basic level (e.g., lab results routing issues, patient portal communications), escalating appropriately.
• Participate in after-hours support as needed, including a rotating on-call schedule, to address urgent clinical/operational application issues.

• Communication - Exhibits active listening and excellent comprehension skills. Clearly and concisely expresses thoughts and ideas in verbal or written form. Maintain an open line of communication with providers, patients, and managers to ensure patient needs are appropriately addressed. Selects and uses appropriate communication methods.
• Critical Thinking and Problem Solving - The ability to handle complex situations in the workplace and calmly develop creative solutions. Work through challenging situations and follow through to resolution. Anticipate patient needs and manage patient expectations of care delivery.
• Compassion - Exhibits empathy and a desire to take action to address the patient's needs. Communicate with patients in a warm and sincere manner. Have a strong desire to be of service to others.
• Time Management - The ability to plan your duties ahead of time and leverage technology to work efficiently. Effectively prioritize tasks and manage workload to ensure completion within appropriate timelines.
• Collaboration - Exhibiting interpersonal skills, working with others, building trust and communication to cultivate the ideal patient experience. Interact and cooperate with diverse multidisciplinary teams to coordinate patient care.

• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint); comfort with documentation and basic data review in Excel.
• Ability to troubleshoot methodically, prioritize issues appropriately, and manage multiple requests concurrently.
• Willingness to work outside normal business hours on occasion and participate in a rotating on-call schedule.
• Experience with Next…