Forefront Dermatology is seeking an experienced support technician to grow our NextGen EPM capabilities. Contributing to the mission of being the skin care specialist of choice in every community we serve, Forefront Dermatology is a rapidly expanding, physician led, quality driven single specialty dermatology group practice with over 225 clinics in 26 states.

Reporting to the Director of Interop and Clinical Application Operations, the Senior Support Technician is a key role that focuses on providing system support and advanced troubleshooting for Forefront’s practice management platform.

• Collaborate on, participate in and occasionally lead process/workflow optimization, software implementations, and application support for the NextGen ecosystem maintained by the IT department.
• Serve as a liaison between end users' workflow needs (generally defined by the Business Analysts) and NextGen representatives / consultants.
• Act as the primary contact with Forefront’s support team when they need to escalate and ensure requests are captured and followed up on.
• Troubleshoot and work through issues arising in the NextGen platform and its interfaces while coordinating with other teams to resolve the issues.
• Implement monitoring tools and processes on the NextGen platform to proactively detect warnings and problems.
• Work with the stakeholders and end-users to ensure the system meets the organization's business needs.
• Manage and handle support cases efficiently, including proper etiquette, appropriate documentation, and maintaining clear lines of communication while proactively setting expectations.
• Professional and ethical work habits that warrant working with PII and PHI in compliance with HIPAA and similar regulatory standards.
• Able to participate in an on-call rotation.

• BS. degree or College Diploma in Computer Science or equivalent experience with 7+ years of technical experience.
• 3+ years of NextGen integrations, practice management and billing experience, with a minimum of 2 years with EPM.
• 6+ years of technical support experience, including proficiency with T-SQL and HL7 communications.
• Experience with automation tools, monitoring tools and Robotic Process Automation (RPA) is considered a valuable asset.
• Experience with the Atlassian suite, Smartsheet and Azure or AWS is considered an asset.
• Experience supporting application configurations for optimizations, upgrades, conversions, and enhancements.
• Proven experience with system analysis and system administration, balancing operational, maintenance, and customer expectations related to the needs and capabilities of the NextGen application.
• Has worked in cross-functional teams and enterprise-wide programs, operating effectively across the organization and within complex contexts.
• Experience in complex system integrations and processes, and troubleshooting issues across a broad technology ecosystem.
• Excellent interpersonal skills; able to work across business lines at a senior level to influence and effect change to achieve common goals.
• Excellent oral and written communication skills, including the ability to explain digital concepts and technologies to business leaders, and business concepts to technologists.
• Outstanding analytical and problem-solving abilities, to proactively find solutions to complex problems.
• Demonstrated ability to manage the day-to-day tasks of diverse teams, while effectively influencing senior management on key decisions and direction.
• Demonstrated inclusivity and embrace diversity.
• Proven results in delivering creative and innovative business and technology solutions with a high degree of quality and an action-oriented approach.
• Excellent orientation to both the details and the bigger picture.
• Adhere to company policies and procedures while considering continuous improvement opportunities.