Petaluma Health Center is an eleven-time award winner in the North Bay Business Journal's Best Places to Work for 2020, 2019, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2011 and 2009 and we were named as one of the Healthiest Companies in the North Bay' by the North Bay Business Journal for the last 5 consecutive years.

The Petaluma Health Center's mission is to provide high quality health care with access for all in Southern Sonoma County & West Marin. We pride ourselves on our Patient-Centered care while maintaining an engaging environment for our staff. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.

FULL TIME EMPLOYEE BENEFITS:

• 21 Days of Paid Time Off
• 10 Paid Holidays
• Medical Insurance (Entire deductible paid by us!)
• 30 Chiropractor and Acupuncture visits per year included with enrollment in our health insurance plans (Kaiser and WHA)
• Dental Insurance
• Vision Insurance
• Gym Membership Discounts at Active Wellness Center and 24-Hour Fitness!
• 401K Matching after 1 year of employment
• Flexible Spending Account, Dependent Care FSA
• Life Insurance (included at no cost to the employee)
• Long Term Disability (included at no cost to the employee)
• Employee Assistance Program (included at no cost to the employee)

Summary: The Healthcare Application Specialist is responsible for assisting in the implementation, maintenance, and support of our Medical Healthcare and business applications such as Electronic Medical Records (EMR) or billing (PMS). This position will be responsible using technology to improve business performance and strategy and has knowledge of commonly used concepts, practices, and procedures within Healthcare and Information Technology. This position will review, analyze, and evaluate our application systems and user needs. Working with Application Specialists and reporting to the Director of Information Technology the Application specialist duties include to monitor and maintain the efficiency of our software applications, optimizing software application performance, upgrades, and performing debugging procedures. The position carries out coordination, installation, testing, and technical tasks in support of the varied practice electronic healthcare platforms. The position requires participation in developing and implementing application procedures and support plans.

Duties and Responsibilities:

• Provide Tier I/II/III EHR support to PHC Staff utilizing the EHR product suite, including PMS, EMR, Billing, and Reporting
• Coordinate EHR Vendor management as needed, including patches and
• Create and maintain EHR support documentation and materials such as procedures, manuals, workflows, diagrams, etc.
• Administer and resolve applications issues, provide updates to impacted parties, and perform root cause analysis
• Managing the lifecycle of an incident, acting as the single point of contact for the customer, impact analysis, internal stakeholder coordination and communication.
• Performing analyses on software application functionality and suggesting
• Monitoring, reporting and analysis of KPIs, SLAs, SLOs and relevant operational data to ensure the best internal and customer experience.
• Driving and managing incident review meetings focused on critical/major escalations with senior leadership.
• Educating and facilitating learning sessions with end users through forums such as Cisco WebEx and various communication channels
• Work with the IT Teams, internal users, and clients to improve application
• Ensuring effective front-end and back-end functionality of
• Establishing the root causes of application errors, and escalating serious concerns to IT
• Supervise all alerts related to application and system procedures and provide services
• Documenting processes and monitoring application performance
• Maintaining and updating technical documents and procedures
• Design and maintain expertise in workflow of application process and systems related to company.
• Managing resource migration across environments to ensure continued and synchronized
• Recording of configuration changes and scheduling application
• Act as Project Manager for issues and projects affecting application systems to ensure optimal quality assurance for all applications.
• Facilitate support for medical device applications and equipment in coordination with
• Assists in daily monitoring of systems availability, data integrity, and
• Monitor IT Helpdesk requests related to Application Support
• Provide remote & in-person technical support for general business

General Duties:

• Assist with all other special tasks and manage projects as directed by management
• Assist in troubleshooting hardware, software and network problems. File bug reports and follow-up to resolve problems with vendors
• Collaborate with Network Engineers, Administrators and other IT team members on the implementation, testing, deployment and integration of server systems
• Coordinate with other teams or departments to resolve user problems
• Develop and participate in workflow documentation
• Document helpdesk tickets as needed
• Document, track, and monitor IT problems using applicable systems and tools
• Evaluate and test stability of new products
• Follow-up and update customer status and information
• General Application Support as needed
• Staff training for commonly used Medical applications
• Pass on any feedback or suggestions by customers to the appropriate internal teams
• Provide off-site and remote support as needed
• Responsible for answering IT requests via phone, email, live chat or instant messages
• Study the “best practices” of other organizations and make recommendations regarding changes that would benefit PHC
• Use security best practices
• Work across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems and requests.

Desired Skills:

• Ability to manage multiple tasks & meet deadlines
• Ability to effectively manage confidential information
• Ability to troubleshoot problems under pressure
• Ability to work and communicate effectively with staff
• Attention to detail and problem-solving skills
• Critical thinking skills
• Demonstrated ability to work alone and in a team environment
• Excellent planning, project management, and problem-solving skills, along with superior communication and interpersonal abilities
• Effectively communicate clearly in person & in writing
• Exhibits sensitivity to the needs and the situations of multi-cultural populations from a variety of income levels
• Strong customer service ethic
• Promote and support PHC’s mission and vision
• Proactive and responsible with excellent follow-up and customer service

Licenses and Certifications Required:

• Microsoft MCSA or MCSE certification preferred
• EHR Certification (EHR Tech/EHR DS) preferred
• ITIL Foundation Certification (ITIL -F) preferred
• Current, valid California Driver License
• Language Skills: Bilingual in English and Spanish, both written and verbal preferred.

Education and Experience Required:

• Associate’s degree, 2 to 4 years related EHR work experience or training; or equivalent combination of education and expertise
• IT-related clinical experience or background preferred
• Experience within a health care organization or non-profit organization preferred
• Extensive working knowledge of medical practice management systems and all related billing processes in an outpatient setting preferred
• Healthcare applications such as billing (PMS) or Electronic Medical Records (EMR) and eClinicalWorks or Dentrix experience preferred

Salary Scale: $70,000 to $90,000 per year