Applications Analyst

COMPANY DESCRIPTION

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 on 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!

POSITION SUMMARY

The Applications Analyst provides front-line and escalated support for financial 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.


ESSENTIAL JOB FUNCTIONS

• Serve as primary support for practice applications, with emphasis on patient management, EMR and financial workflows (e.g., scheduling, referrals, eligibility and insurance verification, billing, payments).
• 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/work steps 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, payor portals), escalating appropriately.
• Participate in after-hours support as needed, including a rotating on-call schedule, to address urgent clinical/operational application issues.

COMPETENCIES

• Communication - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed in a timely manner. 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.
• Compassion - Exhibits empathy or real concern for patients, staff and physicians coupled with a desire to take action to address the patient's needs.
• Time-Management - The ability to plan your duties ahead of time and leveraging technology to help you do so efficiently.

GENERAL QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint); comfort with documentation and basic data review in Excel.
• Familiarity with information technology concepts: servers, storage, network, and workstations and their use.
• 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 NextGen and/or Luma Health (highly preferred).
• Understanding of HIPAA/privacy best practices and role-based access concepts.

EDUCATION AND EXPERIENCE

• 2+ years of application support, business analyst or systems support experience, preferably in a healthcare or ambulatory practice environment.
• Working knowledge of revenue cycle and EMR concepts and terminology (appointments, encounters, clinical documentation, orders, results, billing-related workflows).
• Experience supporting end-users in a healthcare setting; strong customer service mindset with calm, effective communication under pressure.
• High school diploma or equivalent required, associate or bachelor's degree preferred.

WORKING CONDITIONS
• Primarily office-based with remote support as needed (depending on practice needs).
• Occasional travel between practice locations.
• Participation in a rotating on-call schedule and occasional after-hours work during upgrades, releases, or urgent issues.


PHYSICAL REQUIREMENTS

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 essential functions.

Physical Demands

• Sitting: Prolonged periods of sitting at a desk and working on a computer: essential
• Moderate lifting (15 lbs.): essential
• Walking: Must be able to access and navigate each department at the organization's facilities: marginal
• Pushing/Pulling: marginal
• Standing: marginal
• Repetitive motion: essential
• Reaching: marginal
• Bending: marginal

Emotional Demands

• Fast pace: essential
• Multiple Stimuli: essential
• Intense customer interaction: essential
• Frequent change: essential

Mental/Sensory Demands

• Memory: essential
• Reasoning: essential
• Hearing: essential
• Reading: essential
• Analyzing: essential
• Logic: essential
• Verbal communication: essential
• Written communication: essential

BENEFITS (FULL-TIME ONLY)

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Retirement Plan
• Life Insurance
• Short- and Long-term disability
• Profit Sharing
• Supplemental Insurance
• Education and Tuition Reimbursement funding
• Initial Uniform Allowance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• Paid Holidays

IMPORTANT NOTE

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We thank all applicants for their interest, however only those selected for an interview will be contacted.