EHR Support Analyst - Temporary
About the role
The EHR Support Analyst - Temporary is responsible for monitoring, triaging, responding to, and routing requests from the EHR Ticketing system, PHOCIS Helpdesk, and CERS Release of Information Requests processes. This includes working collaboratively with other support staff in the agency, as well as staff in County Health Departments. Location: 123 Robert S Kerr, OKC. Work is typically performed in an office setting with climate‑controlled settings and exposure to moderate noise levels. While performing the duties of the job, employees are required to talk, stand, walk, and reach with hands and arms. This position requires long periods of sitting and daily use of computers and phones. Employees must be willing to complete all job‑related travel associated with the position.
Responsibilities
- Monitors, triages, responds to, and routes assistance requests in the EHR Ticketing system, PHOCIS Helpdesk, and CERS Release of Information inbox.
- Responds to internal users reporting issues with EHR, PHOCIS, and ISS, and other systems supported by this unit.
- Collaborates and coordinates resolution of system issues and tickets with system support staff in other divisions/units in OSDH and OMES.
- May give technical assistance to other support staff in completing tickets.
- Documents new user support processes and troubleshooting procedures as needed.
- Assists in responding to health records requests at central office/CERS Helpdesk in coordination with OSDH Open Records and OSDH General Counsel and advises CHD sites on procedures across systems for local records releases.
- Assists with duplicate records process, including maintenance and merging of duplicate profiles reported to the EHR Customer Support Line in the EHR and PHOCIS systems with support of Support team, WIC, and clerical/nursing supervisors.
- Assists with testing in EHR/PHOCIS system changes as needed; works with developers, vendors, and user lead staff