EHR Education & Support Specialist

About the Role

The EHR Education & Support Specialist is the primary owner of end-user education and training for NorthStar Care Community's (NSCC) electronic health record (EHR) system. This role combines technical proficiency with strong instructional and communication skills to build EHR competency across clinical and administrative staff at NSCC and its partner organizations. The specialist supports the design, implementation, and ongoing maintenance of the EHR system and related IT applications.

Responsibilities

• Owns and delivers end-user technical training for NSCC's EHR system, including training on system updates, new functionality, and process changes.
• Leads New Hire General Orientation training on the EHR system for NSCC and partner organizations.
• Develops informational and instructional resources such as knowledge-based articles, troubleshooting and training manuals, modules, and job aids.
• Reviews new products/system upgrades and develops related training and communication for internal staff and external partners.
• Cross-trains EHR Systems Specialists to ensure continuity of end-user education during absences.
• Collaborates with the clinical education team and Business Transformation Team to identify technical education needs of EHR end-users.
• Conducts training sessions to ensure staff proficiency in using the EHR system, including updates or new functionalities.
• Assists with the operational design, implementation, support, and maintenance of NSCC’s EHR system to maximize organizational effectiveness.
• Provides advanced EHR support services for staff, including participation in an “on-call” rotation for after-hours support.
• Offers frontline technical support to end-users, troubleshooting issues as they arise.
• Participates in project planning and execution to ensure EHR implementations align with regulatory standards and organizational goals.
• Supports continual process improvement and quality assurance within the EHR system.
• Travels to other office sites to implement projects and provide EHR support and training as needed.
• Demonstrates excellence in customer service and maintains confidentiality with all records and activities.
• Actively participates in activities that promote NSCC’s mission in the community.
• Adheres to organizational policies, procedures, and regulatory requirements.

Qualifications

• Minimum of a bachelor’s degree with a concentration in healthcare or information services preferred, or equivalent combination of education, training, and experience.
• Three to five years of experience working with an electronic health record system required.
• Demonstrated experience developing and delivering technical training or end-user education, ideally in a healthcare or EHR setting.
• Strong public speaking, presentation, and instructional design skills.
• Hospice knowledge and experience in a healthcare setting preferred.
• Proficiency in using technology equipment and software applications (e.g., Microsoft Office products).
• Sound judgment and strong critical thinking skills.
• Interpersonal relationship skills necessary to interact positively with internal and external customers.
• Ability to work independently and as part of a team while managing multiple competing priorities.
• Ability to read, write, and speak English effectively for internal and external communication.
• Physical and mental capability to perform essential duties, including vision, speech, and hearing for extensive telephone contact; repetitive motion; standing, sitting, walking, bending, reaching, and stretching; and lifting up to 25 pounds unassisted.
• Ability to work variable hours, including weekends, and occasionally extended days as necessary.
• Reliable transportation and eligibility to work in the United States.