EHR Help Desk

Job Responsibilities & Essential Functions

• Serve as the primary point of contact for the HIS/EHR team via phone, email, and electronic ticketing systems.
• Receive, triage, and document employee EHR issues by gathering relevant details and accurately recording information in the ticketing system.
• Perform initial troubleshooting and diagnostic steps to resolve common and Level 1 EHR issues.
• Escalate unresolved, complex, or system-level issues to the EHR Analyst or Director of HIS, following established escalation procedures.
• Deliver consistent, professional, and empathetic customer service when supporting employees.
• Create and manage new hire user accounts across all EHR environments and associated systems.
• Process employee terminations by disabling or removing access across EHR platforms and related system integrations.
• Maintain accurate documentation of all EHR support interactions, actions taken, and resolutions.
• Monitor, manage, and update help desk tickets to ensure timely resolution and compliance with established service level agreements (SLAs).
• Follow up with employees to confirm issue resolution and satisfaction.
• Identify recurring issues or trends and report findings to the Director of HIS for continuous improvement.
• Complete routine and monthly maintenance tasks within EHR systems as assigned.
• Assist with testing, configuration, validation, and implementation of EHR software upgrades and enhancements.
• Provide backup coverage or project support for other HIS or EHR team members as needed.
• Collaborate with EHR and Technical teams on departmental projects and initiatives.
• Maintain HIPAA compliance and data security standards in all support and system interactions.

Other Requirements

• Working knowledge of Microsoft Word, Excel, PowerPoint, and Microsoft Project.
• Strong technical aptitude and foundational IT skills.
• Detail-oriented with strong organizational, documentation, and time-management abilities.
• Excellent verbal and written communication skills with the ability to work effectively with diverse personalities and roles.
• Availability for after-hours or on-call support during emergencies or scheduled system maintenance.