EHR Support Analyst

Purpose

The IT Clinical Support Specialist performs electronic health record, electronic dental record and electronic practice management end user support, application training, workflow design/development, project implementation, and documentation. This position is a member of the Clinical Systems Applications Team and responsible for resolving issues, assessing processes, collaborating with other staff and providers to develop solutions resulting in efficient and functional workflows for our clinics, and representing Neighborcare Health in collaboration with our application and interface vendors.

Neighborcare Health offers a robust benefit package including Health, Wellness & Retirement benefits: Medical, Dental & Vision Insurance, 18+ days of Paid Time Off, 9-Paid Holidays, Retirement with Matching, Life & AD&D, Pet Insurance, Employee Assistance Program, & More! This position is eligible for the Staff Referral Program

Key responsibilities:

• Provide daily support for Epic electronic health record, practice management, and electronic dental record application support and training for end users. Participate in a support or project management capacity role in Epic maintenance, configuration, and upgrades.
• Provide support for ancillary systems associated with delivery of Epic to our customers (Citrix sessions, access troubleshooting, user account administration and support).
• Consult with administrative and clinical users to identify problems and resolutions related to applications and functionality.
• Provide project estimates and project management for application implementation. Assist in software configuration.
• Develop and maintain process documentation including current workflows, requirements, functional specifications, user manuals, procedures, and knowledge base articles. Monitor interfaces. Troubleshoot and resolve application issues. Setup user accounts and provider credentials in Epic.
• Respond to user level and configuration/build level support questions related to Epic. Ensure that clinical content meets HIPAA regulatory and compliance requirements. Be familiar with electronic health record trends and emerging developments.
• Lead and participate in projects involving Epic upgrades, modifications, and design or workflow changes. This can include managing and coordinating schedules, resource allocation, communications with the Neighborcare Health team, and our
• electronic health record vendors; risk assessment, problem remediation, post implementation support, and other typical project management duties and responsibilities.
• Participate in the development and implementation of goals, work plans, performance measures and continuous improvement of service delivery to assist in attaining the program, department and/or organization’s initiatives, goals and strategies, and mission through a spirit of service, teamwork and respect. Team with other employees, follow direction and perform under time and multitask pressure.
• Comply with applicable federal, state and local laws and regulations, Neighborcare Health policies and procedures, including Neighborcare Health Privacy, Security and Compliance policies and procedures, HIPAA, Code of Conduct, and the Federal Tort Claims Act (FTCA)
• Actively participate in Quality Improvement program and activities; initiate Quality projects and/or process improvement to attain quality service delivery.
• Other duties as assigned.

KEY SKILLS, KNOWLEDGE, & ABILITIES

Required for this job:

• Electronic health record, electronic practice management, electronic dental record systems and their use in medical/dental practices.
• Provide ongoing subject matter expertise training and support for all staff and team members including troubleshooting and
• Attend training sessions or uses self-learning as available.
• In-depth experience implementing/configuring/supporting Epic.
• Excellent verbal and written communication skills.
• Ability to work independently, organized and detail oriented. Prioritize and complete work per the requirements of the
• organization and team.
• Flexible and positive attitude with strong customer service skills. Backfilling/crosstraining with team as needed
• Ability to multi-task as needed and perform under pressure.
• Working knowledge of Microsoft Office applications (Word, Excel, Power Point, Project, Visio, etc.)
• Knowledge of relational database concepts and design.
• Strong workflow analysis and documentation skills.
• Data analysis experience.
• A positive attitude, with a can-do spirit.
• Ability to find solutions to problems and proactively resolve them.
• Collaborative and team building ski