EHR Support Analyst

Posting number: 101222-260811

Department: Health & Human Services

Job classification: EHR Support Analyst

Posting type: Open & Promotional

Categories: IT and Computers, Customer Service, Health Care Support

Summary

Position Summary: Under general supervision of the department manager. The Healthcare Electronic Health Records (EHR) Support Analyst plays a crucial role in ensuring the efficient operation and support of the EHR system within a healthcare organization. They are responsible for resolving system issues, providing technical support to end-users, and assisting in the ongoing improvement and optimization of the EHR system, leveraging their knowledge of healthcare industry standards and practices. This role will work closely with the OCHIN Vendor in supporting the delivering of ongoing education and coaching and will connect system functionality with operational needs and success metrics. This job class is treated as FLSA Exempt. 

Essential Functions: Essential functions may vary among positions, but may include the following tasks, knowledge, abilities, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification. 

Examples of duties

1. ESA Program Participation & Support
   • Contributes to the development and ongoing improvement of the EHR Support Analyst (ESA) program.
   • Supports ESA program activities, ensuring goals are met in customer satisfaction, quality, and safety.
   • Takes ownership of assigned tasks or workstreams with minimal guidance.
2. User Support
   • Provide first-line support to end-users (providers, nurses, administrative staff).
   • Resolve login, access, and workflow issues independently; escalate complex or high-priority problems appropriately.
   • Support day-to-day troubleshooting across multiple Epic modules at a working knowledge level.
   • Serve as a resource for staff and patients on routine Epic workflows and processes.
3. Issue Resolution & Problem Solving
   • Identify, analyze, and resolve routine to moderately complex technical and workflow issues.
   • Document findings, provide context, and escalate complex issues to senior staff, IT, or vendors.
   • Apply problem-solving skills to recurring issues and suggest process improvements.
4. Documentation, Training & Knowledge Sharing
   • Develop and maintain tip sheets, guides, and support documentation with limited supervision.
   • Deliver informal training and peer-to-peer coaching for staff on Epic workflows and system use.
   • Participate in training material design and contribute to improving end-user resources.
5. System Configuration & Optimization
   • Assist with basic configuration requests and workflow adjustments in Epic.
   • Validate that system changes align with organizational workflows and best practices.
   • Participate in optimization activities to improve efficiency and user experience.
6. Testing, QA & Change Requests
   • Participate in testing of release notes, patches, and enhancements.
   • Execute assigned UAT scenarios, validating workflows after updates to ensure accuracy and compliance.
   • Provide feedback on system performance and usability.
7. Compliance & Security
   • Ensure adherence to HIPAA and data security standards.
   • Monitor access and report potential compliance issues to leadership.
8. Reporting & Analytics
   • Generate basic reports on system usage and support requests.
   • Interpret data at a basic level to identify common issues or trends.
9. Collaboration & Communication
   • Work collaboratively with IT, clinical staff, and other stakeholders to resolve support requests.
   • Escalate effectively while maintaining professional communication across teams.
10. Continuous Improvement & Professional Growth
    • Participate in process improvement initiatives to enhance patient care and clinical efficiency.
    • Stay informed on Epic updates, healthcare regulations, and best practices in EHR support.
    • Take initiative in learning new Epic functionality to build towards advanced proficiency.

Knowledge, Skills, Abilities, and Other Characte