EHR Application Support Analyst in Franklin, TN at Acadia Healthcare

Date Posted: 7/24/2020

Job Snapshot

  • Employee Type:
  • Location:
    Franklin, TN
  • Job Type:
  • Date Posted:

Job Description


EHR  Application Support Analyst

Acadia provides psychiatric and chemical dependency services to its patients in a variety of settings, including inpatient psychiatric hospitals, specialty treatment facilities, residential treatment centers, outpatient clinics and therapeutic school-based programs.

Acadia Healthcare’s mission is to create a world-class organization that sets the standard of excellence in the treatment of specialty behavioral health and addiction disorders.

Acadia is a leading provider of behavioral healthcare services. At March 31, 2019, Acadia operated a network of 593 behavioral healthcare facilities with approximately 18,100 beds in 40 states, the United Kingdom and Puerto Rico. Acadia provides behavioral health and addiction services to its patients in a variety of settings, including inpatient psychiatric hospitals, specialty treatment facilities, residential treatment centers and outpatient clinics



  • Triages assigned support tickets and troubleshoots to provide identification of root cause and either resolve or escalate to level 3 support while providing timely updates to ticket submitters.
  • Engages directly with end users via phone or screensharing to troubleshoot issues, demonstrate application enhancements or provide general application support.
  • Collaborates with application vendor on drive resolution of support tickets submitted by end users.
  • Performs system optimizations based on approved configuration requests, as needed.
  • Works collaboratively with cross-functioning teams to identify critical issues, hardware, network and other equipment when needed.
  • Participates in afterhours and weekend on-call to support end user escalations and system upgrades on a rotating schedule.
  • Provide support in the planning, evaluating, and testing of vendor application upgrades.
  • Provide post-training support after new site implementation or application enhancement.
  • Travel to site for new implementation training, to support go-live and follow up stabilization, as needed. 


  • Function as a liaison between the application, infrastructure team, and vendors as needed
  • Assists users in creating and maintaining downtime documentation and procedures to assure continuity of patient care and recovery of data in the event of a systems outage.
  • Ensure compliance with IT policies and standards.
  • Support for special projects where requested by management.
  • Perform other duties and responsibilities as required, assigned, or requested.

Job Requirements

  • Minimum, 2 years of work experience within Healthcare IT doing EMR/EHR Support and configuration.
  • Knowledge of IT ticketing systems and triage workflow related to end user support.
  • Experience working in a Remote Desktop environment (RDS) a plus.
  • Interface support experience a plus.


  • Ability to travel up to 30% of the time, including flying and driving rental cars.
  • Knowledge and experience leading internal QA testing of software applications a plus.