EMR HELPDESK SPECIALIST - FULLTIME

About the role

The EMR (Electronic Medical Record)/ EHR (Electronic Health Record) specialist will be working directly with staff of various levels and provide Tier 1/Tier 2 technical support of our EMR/EHR applications and systems. The candidate’s priority will be in our EMR software EPIC.

Responsibilities

• Provides Tier1/Tier2 Support ticket (JIRA), phone, email support to staff using Intercommunity’s software products; works closely with staff to resolve issues across multiple products/technologies, coordinating support with outside vendors (OCHIN) as required.
• Troubleshoots and diagnoses reported problems and works to understand and correct problems; builds rapport and elicits problem/request details from; reports progress/results to staff and management in a timely manner.
• Identifies EMR/EHR software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies and escalates as appropriate.
• Per policy, facilitates EPCS for providers, deletes documents, creates users, terminates users, and assists the staff in application management for edits, corrections and general system usage.
• Documents all contacts processed using software support system including problem, resolution and follow-up actions required.
• Collaborates with staff on upcoming application enhancements and supports the Training team on new enhancements.
• Using defined escalation methodology, escalates complex problems and/or complaints to Manager or third party outside contacts as directed.
• Develops recommendations for enhancements to company technology and communicates them to Manager.
• Becomes the subject matter expert on site for all EMR related support, process and policy issues, working with other stakeholders for future expansion of activity and program offerings.
• Performs related duties as required in support of client service goals.
• Participates in New Hire Orientation

Requirements

All agency staff are required to attend all mandatory department/agency meetings and trainings.

Qualifications

• Bachelor's degree or one (1) to two (2) years equivalent work experience; one (1) to three (3) years providing software support services required

Skills

• Time Management
• Decision Making
• Communication Proficiency
• Organization Skills
• Excellent customer service skills.
• Initiative to become a subject matter expert.
• Must be able to handle multiple priorities simultaneously.

Benefits

• Work Life-Balance-Flexibility, generous Paid PTO, and paid holidays.
• Health & Dental insurance - flexible contribution options that includes 2 HDHP w/ HSA enrollment option or non-HDHP at a minimal cost to employees.
• Voluntary vision coverage.
• Employer-paid Short-Term Disability, Long-Term Disability, and Basic Life & AD&D.
• Supplemental Life Insurance available.
• 401(k) with 3% employer match + 3% employer contribution after 12 months and 1,000 hours worked

Pay

Commensurate with experience.

Schedule

Monday - Friday, 8:30 PM - 5:00 PM