Job Information
DAS Health Application Support Team Lead - Remote in Tampa, Florida
Recognized as one of the fastest growing companies in Tampa Bay and on the Inc. 5000 list of top privately held companies in the country for 10 years, DAS Health is seeking a full-time, remote Application Support Team Lead to join our team!
The Application Support Team Lead (FLSA exempt role) oversees and manages their assigned application support team members and contributes to individual utilization and client support requirements. Key responsibilities include team management, assisting with client support needs, managing KPIs and SLAs, and developing and adhering to defined SOPs to maximize efficiency while ensuring superior client satisfaction.
This role involves providing client support for technical and application inquiries received via telephone, email, and directly from team members. The Application Support Team Lead applies system analysis techniques to diagnose and resolve issues using DAS Health’s Remote IT software technologies as well as collaborating with department leaders and/or third-party resources to assist with more complex issues.
*Experience with Nextgen and/or Aprima is preferred.
Responsibilities:
Manage the assigned support team effectively.
Conduct 30-minute one-on-one weekly meetings and bi-weekly team meetings.
Review and approve PTO and employee timecards.
Reviewing and monitoring client tickets and projects in ConnectWise.
Responsible for understanding team skill matrix and developing team members for future business needs.
Assist with testing of any custom development and deliver training to end users of the custom solutions developed.
Assist with the development and implementation of project plans for clients.
Assist and present with the Application Support Manager during quarterly departmental town hall meetings.
Lead, mentor, and guide team members to achieve company and department goals and KPIs.
Monitor team performance, report on key department KPIs, and identify coaching opp Work closely with the team to manage schedules and maintain utilization percentage requirements.
Conduct quarterly and/or annual performance reviews.
Participate in strategic discussions and planning to address client needs and solutions.
Establish workflows based on best practices and develop comprehensive plans for the department, including upgrades, server migrations, ticket triaging, team member onboarding/offboarding, and client onboarding/offboarding.
Provide clients and team members with expertise in supporting complex clinical application environments.
Review and assign client projects to team members, managing time effectively to meet client needs.
Collaborate with the Application Support Manager to provide insights and planning recommendations for resources, internal and external training, clients, future opportunities, and additional departmental needs.
Review the Application Support Bright Gauge dashboard, providing analytical feedback and recommendations.
Act as the escalation and coverage contact for the team regarding client and project needs, including ticket escalations, vendor communications, and on-call escalations.
Create, update, and maintain internal and external documentation.
Consistently meet and complete assigned deliverables accurately and timely.
Maintain high visibility on all client tickets, projects, and standing meetings.
Stay updated with the latest releases and enhancements of all supported PM/EHR applications.
Approve timesheets and expense reports.
Maintain 80% utilization time along with the responsibilities outlined above.
Assist in creating departmental SOPs to streamline workflows and improve departmental efficiency.
Participate in developing strategic initiatives and growth opportunities to bring additional value to clients.
Collaborate with other departments, including AM, Hosting/Cloud, Finance, Consulting, and Product Management, to meet client needs and expectations.
Support direct reports by answering technical support calls and working on cases from clients in a high-volume call center environment. This includes providing end-user support, troubleshooting issues, and identifying training opportunities via remote connection.
Communicate and recommend complex business processes, procedures, and diverse information to resolve customer issues for clients and team members.
Provide knowledge transfer and user support on installed software.
Other duties, as assigned.
Requirements:
A Bachelor's degree in Information Science, Computer Science, Engineering, or a related field is required. Equivalent experience may be considered in lieu of a degree
Minimum of 5 years of advanced experience in hardware and software systems support.
Minimum of 5 years of experience with Electronic Health Records systems; experience with NextGen, Aprima, and Medisoft is preferred, but not required.
Familiarity with Microsoft SQL (MSSQL) is beneficial.
Exceptional responsiveness to clients, coupled with outstanding communication skills.
Demonstrated leadership abilities, committed to mentoring, coaching, and holding team members accountable to metrics.
Strong ability to manage interpersonal relationships effectively.
What We Offer
For full-time opportunities, we offer:
Work Remotely (unless otherwise specified) with Work from Home Allowance
Competitive pay with discretionary bonus opportunities
Flexible Time Off
Continued Education Reimbursements
Company Paid Health Benefits for employees and family
401k with Employer Match
Mental Health Services
Parental Leave
About DAS:
DAS Health is a leading provider of Health IT and management solutions and a trusted consultant to many physician groups, hospitals and healthcare systems across North America. For the last two decades, DAS Health has been bridging the gap between regulatory compliance, business goals and personal service, empowering our clients to deliver more patient-centric care, protect their earnings and increase profitability.
As part of our commitment to the privacy of our job applicants, please review the DAS Health Privacy Notice (https://dashealth.com/privacy-statement/) and kindly acknowledge on your application that you have read and understand the policy. By doing so, you demonstrate your commitment to our values and your understanding of how we manage and protect your personal information.
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