Clinical Knowledge Base & Systems Support Coordinator

Key Responsibilities

• Develop, organize, maintain, and update knowledge base articles, job aids, FAQs, workflow guides, and troubleshooting documentation.
• Ensure documentation is accurate, current, user-friendly, and aligned with organizational policies and clinical workflows.
• Create standardized templates for consistency across support materials.
• Collaborate with help desk, project teams and clinical operations to document system changes, upgrades, and new workflows.
• Maintain version control and archival processes for training and support documentation.
• Provide Tier 1 and Tier 2 support for system issues including EHR and 3rd party applications, including troubleshooting, workflow, and access concerns.
• Respond to help desk tickets, phone calls, and email inquiries in a timely and professional manner.
• Escalate complex issues to appropriate IT, system or vendor support teams when necessary.
• Track, document, and monitor support requests to ensure timely resolution and accurate reporting.
• Aid with system testing and validation during upgrades, implementations, and optimization initiatives.
• Identify recurring support issues and recommend workflow or training improvements.

Qualifications

• Associate degree in Healthcare Administration, Health Informatics, Education, or related field; or equivalent experience.
• Knowledge of clinical workflows and healthcare operations.
• Strong written communication and technical documentation skills.
• 2+ years of experience supporting EHR systems in a healthcare environment.
• Experience with help desk ticketing systems and end-user support.
• Experience developing and delivering training materials and presentations.
• Proficiency with Microsoft Office Suite and collaboration tools.

Preferred Qualifications

• Bachelor’s degree in Healthcare Administration, Health Informatics, Education, or related field; or equivalent experience.
• Experience with EHR platforms including ePrescribing and eLabs management.
• Familiarity with eLearning Management Systems, i.e. Relias.
• Familiarity with ITIL, knowledge management practices, or instructional design principles.
• Experience supporting healthcare regulatory requirements including HIPAA compliance.