EHR Support Analyst

About the role

The EHR Support Analyst at Virginia Garcia Memorial Health Center is responsible for planning, analyzing, modifying, and optimizing Epic EHR applications. They also serve as the initial point of contact for EHR technical support calls.

Responsibilities

• Deliver prompt and exceptional end-user customer support to VGMHC employees, employing advanced troubleshooting techniques, coaching, and consulting to ensure the highest level of customer satisfaction while strictly adhering to tight schedules.
• Exhibit expert proficiency in assisting healthcare professionals and staff in swift troubleshooting and resolving complex issues pertaining to the EHR system.
• Spearhead and execute process improvement projects in a dynamic and collaborative team environment, showcasing exceptional leadership and project management skills to drive transformative changes and optimize operational efficiency.
• Foster and nurture key stakeholder relationships, both internally and externally, by seamlessly collaborating with other project managers, establishing strong rapport, and proactively maintaining open lines of communication to ensure project success and stakeholder satisfaction.
• Conduct rigorous and comprehensive testing of new software implementations, upgrades, and fixes, meticulously verifying correct operations, and conducting thorough error detection and resolution activities.
• Assume complete ownership and accountability for the submission, monitoring, and proactive tracking of Epic items using the JIRA reporting system and an internal Help Desk and Reporting system.
• Provide on-site elbow support during the implementation of new software applications and system upgrades at each VG site, focusing intently on the Epic system.
• Collaborate closely with VG's training team to design and implement comprehensive training programs that enable users to leverage new functionality and upgrade rollouts effectively.
• Undertake project management responsibilities for small to medium projects or sub-projects, displaying exceptional organizational skills, strategic thinking, and resource management capabilities to ensure successful project outcomes.
• Employ advanced problem-solving skills and industry knowledge to revolutionize clinic operations and enhance patient care delivery.
• Assume responsibility for creating and maintaining Epic user accounts, Provider Master Files (PMFs), Remote Access, LabCorp Link, Haiku/Canto, and Nuance Dragon Speak, demonstrating an exceptional level of precision and accuracy to ensure seamless user access and optimal system performance.
• Collaborate closely with VG Communications team to develop, schedule, and deploy CareMessage patient text message outreach, employing advanced technical skills and effective communication to enhance patient engagement and improve care delivery.
• Assume responsibility for creating and maintaining CareMessage user accounts while providing expert technical support, ensuring seamless operation and user satisfaction with the platform.
• Collaborate extensively with OCHIN and VG Communications team to maintain and update VG MyChart website and application, demonstrating exceptional attention to detail and technical expertise to ensure a user-friendly and up-to-date patient portal experience.
• Communicate hardware moves promptly to IT to facilitate updated network diagrams and optimal network performance.
• Maintain updated Order Transmittal destination maps as needed, showing exceptional attention to detail and accuracy to ensure efficient and error-free transmission of orders.
• Thoroughly review OCHIN alerts or notifications and service/enhancement packs, extracting relevant information and disseminating it to end users promptly.
• Perform other duties and projects as assigned.

Qualifications

Required:

• Ability to troubleshoot and problem solve in a clinical or EHR setting.
• Knowledge of training and teaching strategies, methodologies, and basic instructional concepts.
• Extensive knowledge of EPIC system (EHR and EDR).
• Proficiency with MS Office Suite (Excel, Word, Outlook, PowerPoint).

• Knowledge of basic medical terminology.