EHR Support Specialist

Duties And Responsibilities

Serves as the primary point of contact for EMR-related support requests.
Support patients with patient portal related issues.
Provide timely, helpful and consistent responses and resolutions to all inquiries.
Provide effective and efficient support when interacting with end users to diagnose and problem solve issues in a way that limits workflow and staff interruptions.
Prioritize, document, track, and resolve helpdesk tickets in a timely manner. Escalate complex issues to EMR leadership or vendors (eClinicalWorks) as appropriate.
Utilize eCW support portal, place tickets to eCW, works directly with staged levels of eCW support depending on the reported issue.
Work with our IT vendor and place tickets to coordinate network or equipment related needs.
Provide onboarding and ongoing EMR training for staff, demonstrates and trains EHR supported workflows
Reinforce best practices for EMR use, adherence to HIPAA and data security and privacy policies, including Spher platform for medical record protection.
Support the EMR Manager with maintaining the ticketing system (Zendesk), telehealth services and AI translation service.
Support EMR-related compliance with HRSA, UDS, and other FQHC regulatory requirements.
Serve as liaison between clinical staff, administration, IT, and EMR vendor.
Participate in EMR related meetings, interdisciplinary meetings, as well as those meetings required by CIFC policy.
Assist with implementation of new programs, services, or system changes.

Requirements

• Knowledge (or capacity to rapidly require same) of FQHCs, and knowledge of Health Center administration.
• Knowledge of local resources, customs and language helpful.
• Excellent written and oral communication skills and superb customer service skills.
• Problem solver and self-starter who is resourceful and takes initiative.
• Comfortable working both collaboratively and independently.
• Extremely organized with high attention to detail.

Education And Experience
Knowledge of Microsoft products
Experience with Electronic Medical or Health Record Systems preferred (Significant training on eCW EHR provided)
FQHC or Health Agency experience strongly preferred.
Acceptable tuberculosis screening results, a clear criminal record check and an initial health exam are required post job offer and prior to employment.

Physical Demands And Working Conditions

• May be required to lift up to 30 pounds.
• Some exposure to communicable diseases.
• Noise level in work environment may be moderate.
• Available for evening and/or weekend meetings in connection with the duties herein.
• Travel by car, bus, airplane or train associated with attendance at conferences meeting in and out of state, with some overnight travel required.