Application Support Analyst

THIS IS A NON-CIVIL SERVICE POSITION

Salary Range:

$67,687.00-$117,791.00 Annually

Starting Pay:

$67,687.00 Annually

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Job Summary

The Application Support Analyst provides technical and functional support for users across the Baltimore City Health Department (BCHD), with a primary focus on supporting clinical and revenue cycle operations within the OCHIN Epic Electronic Health Record (EHR) system. This role combines front-line Epic/EHR end-user support with specialized responsibility for revenue cycle workflows — including charge capture, coding edits, claims scrubbing, and billing rules — to help ensure accurate and timely reimbursement. The Application Support Analyst collaborates closely with clinical, billing, coding, and finance staff, as well as OCHIN analysts and external vendors, to troubleshoot issues, support system upgrades, and deliver end-user training.

Essential Functions

• Serve as the primary point of contact for end-user support requests related to the Epic EHR system, triaging, documenting, and resolving issues in a timely manner. 
• Support the configuration, maintenance, and optimization of Epic revenue cycle workflows, including charge capture, coding edits, claims scrubbing, and billing rules, to ensure accurate and timely reimbursement.  
• Collaborate with clinical, billing, coding, and finance staff to identify and resolve system-related barriers to clean claim submission.    
• Partner with Epic and OCHIN analysts to troubleshoot revenue cycle build issues, test system updates affecting charge and claims workflows, and implement changes driven by payer or regulatory requirements.  
• Monitor key revenue cycle reports and dashboards to identify trends, denials, or workflow breakdowns, and escalate findings to appropriate stakeholders.
• Coordinate user acceptance testing (UAT) with clinical and operational staff, tracking issues through to resolution. 
• Create, maintain, and continuously update end-user training materials, quick reference guides, and workflow documentation for Epic and all supported health applications.
• Facilitate training sessions and provide individualized coaching to clinical and administrative staff, covering EHR use, best practices, and the impact of system updates.
• Proactively monitor support trends to identify systemic knowledge gaps, designing and delivering targeted training initiatives to build staff capability and reduce recurring issues. 
• Support organizational reporting needs related to the EHR, including the development and maintenance of Epic reports using Clarity, Caboodle, or other reporting tools. 
• Support the maintenance and operation of additional organizational data systems outside of the EHR and core platforms, ensuring continuity of service across the Health Department's technology environment.

Minimum Qualifications

Education: A bachelor’s degree from an accredited college or university. Preferred Qualifications: A Bachelor's degree in Information Systems or related field.

AND

Experience: Four years of experience in coordinating, monitoring and processing cases involving the provision of health, social, vocational or rehabilitation services to clients including two years of experience supervising subordinate staff or equivalent combination of education and experience. Preferred Experience:  three to five years related experience and/or training. Demonstrated experience with revenue cycle management. Strong working knowledge of clinical and revenue cycle workflows within a healthcare or public health setting. Epic certification(s) relevant to revenue cycle or clinical workflows. Working knowledge of SQL for querying and troubleshooting system data.

OR

Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

 Knowledge of administrative practices and procedures.

• Knowledge (where required) of public health services and practices.
• Knowledge (where required) of specified oral and written non-English language grammar, spelling and punctuation and associated cultural idioms, customs and norms. 
• Knowledge of research techniques and methodology.  
• Skill in grant writing and grant administration.
• Skill in formulating public policies     
• Skill in coordinating responses from multiple public and private agencies, institutions and community resource organizations.  
• Skill (where required) in speaking, reading and writing a specified non-English language and interacting within associated cultural idioms, customs and norms.   
• Ability to plan, implement and administer a high-level, high profile special initiative program or project.    
• Ability to establish and maintain effective liaisons with people of varied backgrounds, including clients, families, neighbors, government representatives and officials and public and private community institutions, service providers and personnel.   
• Ability to deal with emergency or crisis situations with calm, tact and dispatch. 
• Ability to promote program activities.
• Ability to communicate effectively, both orally and in writing.
• Supervisory experience.
• Administrative experience.
• Preferred KSA: Strong working knowledge of clinical and revenue cycle workflows within a healthcare or public health setting.  
• Epic certification(s) relevant to revenue cycle or clinical workflows
• Working knowledge of SQL for querying and troubleshooting system data.

Additional Information

Background Check

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening, and must be successfully completed.

Probation

All persons, including current City employees, selected for this position must complete a 6-month mandatory probation.

Financial Disclosure

This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. The initial financial disclosure must be submitted within 30 days of hire.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion.  The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression, or any other characteristic protected by federal, state, or local laws.  Applicants requiring accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER