EHR Support Analyst (ESA)

POSITION SUMMARY:

The EHR Support Analyst is dedicated to assisting LifeLong Medical Care (LLMC) staff and providers with technical and navigational EHR support to decrease workload, increase efficiency, and improve satisfaction both from staff as well as patients. The EHR Support Analysts identifies, researches, and resolves technical issues, coordinates with internal and external teams, identifies opportunities for knowledge and identifies knowledge and workflow gaps, supporting system users, in person and remotely.

The EHR Support Analyst performs system maintenance, configuration, testing, and elements of training to enhance system design modifications, clinical workflow engagement, and strengthen user acceptance of features and functionality of EHR software. The EHR Support Analyst works with clinical, operational, and administrative teams from all LLMC clinics to help users adopt features and modules, solve technical and workflow problems, and deliver excellent service to end users. EHR Support Analyst collaborates to support continuous process improvement, analyze workflows to assess user knowledge and behavior and use of features and functionality of EHR.

The EHR Support Analyst partners with the EHR Training Team to support the training of all staff in the EHR and related systems. EHR Support Analysts should be aligned with our mission, LLMC providers excellent, comprehensive, culturally responsive health care that meets the needs of our diverse community, as well as aligned with our core values.

Essential Functions

• Identify and troubleshoot application issues as they occur, owning the problem and seeing it through to full resolution. Issues that require additional assistance will be escalated to the appropriate team or EHR vendor.
• Maintain EHR system setup, such as the provider and staff profiles, printers, security, preference, pool lists, SmartPhrases, and other related items.
• Follows change requests through life cycle; Interviews customers for change requirements, submits change request to appropriate teams, and tests build changes to ensure request was completed as

submitted, submit back to requestor for final validation, champion the request/change to the EHR production environment.

• Participate in EHR Core Team and workgroup meetings for support and ongoing use of EHR, contributing to strategic planning of EMR and related systems.
• Uses data for decision making and identifying system improvements
• In partnership with the EHR training team, maintain curriculum and resource guides for care teams including accurate documentation and role-based workflows.
• Use the internal ticketing system to manage requests and external JIRA system to ensure clinical support is provided timely and tracked to resolution.
• Support superuser development across clinic sites to provide daily support to EHR users through troubleshooting, coaching, and consulting.
• Collaborates with data, population health, compliance, and other teams to ensure accurate reporting to track clinical metrics, assess EHR use, ensure accurate documentation, and meet auditing needs.
• Stays current on LLMC EHR workflows and trainings, with continued education and learning of EHR environment and related applications and hardware.
• Reviews the monthly and quarterly EHR release notes and shares relevant updates with the affected teams, including presenting on these updates at appropriate LLMC forums
• Travel to several clinic locations across Alameda and Contra Costa counties (as needed) to assist users and teams in person.

Qualifications

• Bachelor’s degree in computer science, information systems, clinical informatics, nursing, or a related field of study OR equivalent work experience.
• Maintain appropriate EHR certification with initial and ongoing training

Job Requirements

• Minimum 2-3 years' experience with OCHIN EPIC EHR and Dentrix EDR (preferred)
• Minimum 2 years' experience in a support role in an application-based environment
• Minimum 3-5 years customer service experience (required)
• Community health center (CHC) experience preferred

Job Preferences

• Demonstrates knowledge of compliance issues within the community clinic environment
• Demonstrates a willingness to report any incident that is unusual or incompatible with accepted clinic procedures.
• Excellent communication, interpersonal, customer service, and trouble shooting skills
• Always maintain confidentiality of patients by complying with HIPAA policies.
• Sensitivity and willingness to interact with people of various social, cultural, economic, and educational backgrounds.
• Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint, Teams
• Strong organizational skills with the ability to prioritize projects, work independently and with a team, manage multiple tasks, and meet deadlines.
• Ability to work with people with a variety of background and educational levels.
• Good judgment, problem solving, and decision-making skills.

Physical Demands and Work Environment

While performing the duties of this job, this position is frequently required to do the following:

• Use standard office equipment and access, input, and retrieve information from a computer. Use a computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.
• Communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population.
• Give and follow verbal and written instructions with attention to detail and accuracy.
• Perform complex mental functions and basic arithmetic functions; interpret complex laws, regulations, and policies; collect, interpret, and/or analyze complex data and information.
• Vision: See details of objects at close range.
• Coordinate multiple tasks simultaneously.
• Reach forward, up, down, and to the side.
• Sit or stand for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day.
• Lift up to five (5) pounds.
• Travel to other offices and community locations.