SUMMARY

Coordinates with IT regarding system management and operating procedures. The technician provides clinical help desk support. Assists in resolving issues in the EHR and fixing any errors. Serves as a point of contact for staff regarding questions about the EHR.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Responds to telephone calls, emails and personnel requests for clinical technical support
• Works with IT to field the clinical helpdesk tickets funneled through IT Helpdesk
• Develops a system to resolve clinical documentation errors
• Identifies patterns of clinical documentation errors to provide feedback to supervisors and Forms Committee on specific areas of issue
• Provides support to staff regarding EHR
• Provides first level technical support and troubleshooting to staff
• Assists users with questions or problems
• Identifies, researches, and resolves technical problems
• Documents, tracks and monitors problems to ensure a timely resolution
• Implements policies and procedures regarding how clinical documentation problems are identified, received, documented, distributed, and
• Implements policies and procedures regarding how problems are escalated to the next level of support
• Participates in and conducts technical training programs, if needed
• Attends staff meetings, workshops and seminars to learn Agency policy, rules, regulations and procedures; participates in ongoing in-service training as well as pertinent external training
• Assists in the development and implementation of programmatic goals and objectives
• Assists in compliance with Health Insurance Portability and Accountability Act (HIPAA) and 42 CFR Part 2 regulations
• Performs other duties as assigned

QUALIFICATIONS

• High School Diploma or equivalent
• Two years help desk experience
• Ability to plan, organize and conceptualize training methods and needs for each user and provide computer training to customers
• Ability to work in pressure situations to meet required deadlines; flexibility in work schedule
• Ability to work in an environment where a wide degree of creativity and latitude are expected
• Technical writing skills and ability to train all levels of users
• Must be able to manage and schedule multiple projects on ongoing basis with ability to prioritize and work independently and as a team member
• Knowledge of PC hardware and software, word processing systems, information and data processing systems, database management systems, personal computer networking and communication and basic programming logic and techniques
• Excellent verbal communication skills, including assisting and training non-technical personnel in software and hardware procedures and utilization
• Relevant Associate or Bachelor’s degree or Technical Training program preferred
• Four years help desk experience preferred
• Community Mental Health (CMHC) or Management Information System (MIS) degree preferred
• Microsoft Certified Engineer preferred
• Knowledge of LAN/WAN protocols relating to PC connectivity in a Windows Active Directory/Unix environment preferred
• Commitment to the mission of Red Rock BHS

PHYSICAL REQUIREMENTS

• Must have the ability to stand or sit for long periods of time
• Ability to travel approximately 50% of the time
• Ability to use telephone, PC, fax machine, copy machine, and printer