Job description

General Summary of Duties: The EHR Specialist maintains, repairs, and troubleshoots desktop hardware and software packages, including Patient Portal and other third-party applications. They are also responsible for customer service and end-user training. The EHR Support Specialist performs advanced administrative/operational/customer support duties that require independent initiative and judgment. The EHR Specialist provides application/customer support onsite and to remote locations. Identifies and implements opportunities for process improvement and automation. Maintains positive working relationships with the providers and staff who practice in the clinics.

Example of Duties: (This list may not include all the duties assigned)

· Manages the EHR relationship, serving as the primary contact for resolution and monitoring of EHR open requests and issues.

· Researches and resolves technical problems of moderate complexity, typically escalated from first line support teams

· Supports implementations, optimization programs, system upgrades, new-user education, and general needs of application-relevant end-users.

· Translates the functionality of the system configuration and workflow validations into a training environment; provides presentations and prepares and manages requirements for training sessions in collaboration with the project team.

· Manages the EHR regarding user access permissions, communicating updates and/changes and ensuring the system is meeting the needs of the organization.

· Works with internal and external implementation team to develop timelines and training schedules for CMS Quality Programs/MIPS, to include monthly tracking of Provider performance.

· Conducts audits of users to ensure the appropriate permissions are granted based on position. Terminates access when appropriate.

· Build, generate and analyze reports. Drive continuous improvement through trend reporting and analysis on key metrics.

· Working knowledge of Procedure Endo Writer, partnering with Ambulatory Surgical Center (ASC) manager to ensure functionality of system, upgrades and general needs of the ASC are met.

· Must be able to manage multiple tasks/projects simultaneously within flexible time frames. Ability to adapt to frequent priority changes.

· Ensures the support team and clinical team are efficiently utilizing the system to meet deadlines while achieving quality metrics and providing excellent customer service.

· Responds to escalated telephone, email, and online requests for technical support.

· Documents, tracks, and monitors the problem using applicable systems and tools.

· On-Call/Remote resolution activities required.

· Perform other duties as assigned.

Knowledge, Skills & Abilities:

· Provide customer service in accordance to practice mission

· Demonstrate ability to be courteous and respectful when interacting with employees, patients and family members

· Maintain patient confidentiality in accordance with policy and procedure and HIPAA requirements. Enact proper chain of command for patient complaints

· Research and resolves technical problems of moderate complexity, typically escalated from first line support teams

· Respond to escalated telephone, email, and online requests for technical support

· Ability to define problems, collect data, establish facts, and draw valid conclusions

· Ability to effectively present information and respond to questions from groups of managers, employees, patients, and the public

· Must have a high level of energy with the ability to adjust to any justifiable pace.

· Make decisions based more on fact than feeling

· Exhibit behavior which emphasizes compassion, quality, loyalty, and conscientiousness

· Ability to establish and maintain effective working relationships with patients, their families, and staff members

· Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge

· Must be passionate about contributing to an organization focused on continuously improving user and patient experiences

· Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas

Education: High School graduate or equivalent (Required); Bachelor's Degree preferred

Experience:

NextGen EHR solution experience a decided plus

Minimum 5+ years of EHR experience

Minimum 3+ year of customer service; healthcare IT helpdesk a plus

End User Training Experience preferred

Integration/Practice Onboarding experience

Experience in medical practice setting supporting enterprise-class electronic health record.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Sandy, UT 84092: Reliably commute or planning to relocate before starting work (Required)

Experience:

• EHR systems: 3 years (Required)
• End User training: 3 years (Required)

Work Location: One location

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