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EMR Specialist
Position Summary:
The EMR Specialist serves as the internal Epic support and optimization resource for Elevated Community Health (ECH), supporting Primary Care, Behavioral Health, and School-Based Health Centers. This role acts as the primary liaison between ECH and OCHIN for Epic-related support, manages system enhancement requests through resolution, and provides day-to-day troubleshooting and workflow support for clinical and operational staff. Designed for a clinically experienced team member with strong technical aptitude, this role translates real-world workflows into practical Epic improvements and supports efficient, compliant, and user-centered system utilization.
This role directly supports Elevated Community Health's Access, Stewardship, and Quality (ASQ) priorities by improving access to care through optimized scheduling and workflows, promoting stewardship through efficient and responsible use of system resources, and enhancing quality through accurate documentation, regulatory compliance, and improved patient and staff experience. The EMR Specialist works collaboratively with clinical and operational teams to ensure the EMR supports high-quality, patient-centered care and ongoing organizational performance.
The EMR Specialist will complete OCHIN training as required and participate in ongoing Epic education opportunities. The role is designed to provide growth toward advanced EMR or informatics responsibilities.
1. Epic Support & Troubleshooting
- Provide Tier 1 and Tier 2 Epic support for Medical Assistants, Providers, PARs, Behavioral Health, and administrative staff as needed.
- Troubleshoot documentation, orders, scheduling, InBasket, referral workflows, and template issues
- Provide real-time workflow coaching to staff
- Escalate complex configuration or build issues to OCHIN as appropriate
- Validate resolution with end users before ticket closure
2. JIRA & OCHIN Liaison Management
- Serve as the primary point of contact between ECH and OCHIN for Epic support requests.
- Own and manage all Epic-related JIRA tickets from submission through completion.
- Track ticket status, escalate appropriately, and communicate updates to stakeholders.
- Maintain documentation of requests, resolutions, and workflow changes
- Identify recurring issues and recommend system-level solutions
3. Workflow Optimization & Efficiency
- Observe clinic workflows to identify inefficiencies or documentation burdens.
- Partner with service line leaders to implement workflow improvements
- Assist in testing and validating system updates and enhancements
- Support scheduling template alignment and access optimization efforts
- Promote efficient and standardized documentation practices.
- Work on the clinical floor as an advanced Medical Assistant.
- Join morning huddles to identify potential day-to-day clinic workflow issues.
- Support workflows aligned with UDS measures, preventive care metrics, and value-based quality initiatives.
- Ensure structured data capture supports accurate reporting
- Collaborate with population health and quality teams to improve care gap workflows.
- Support Epic configuration that aligns with HRSA compliance requirements.
5. Training & Documentation
- Develop and maintain internal Epic quick-reference guides and job aids
- Assist managers in onboarding and training new administrative staff on Epic workflows
- Conduct refresher training sessions as needed
- Maintain an internal knowledge repository of common issues and solutions
6. Production Monitoring & Communication
- Monitor recurring system issues and workflow pain points
- Assist with upgrading testing and validation
- Support communication regarding system changes, downtimes, and enhancements.
- Grants are vital to ECH revenues and directly or indirectly support all positions. This role may have responsibilities that are closely associated with grant deliverables. Grants and grant responsibilities may change over time.
- Complete all required training as designated by HR and the position supervisor.
- Adhere to all organizational policies and those outlined within the ECH Employee Handbook.
- Comply with all ECH Vaccine Mandates.
- Willingness to travel and work at other ECH locations as determined by the supervisor.
- Comply with all applicable Credentialing and Privileging requirements in a timely manner.
- Embrace the ECH Mission and Vision and agree to work within the ECH Guiding Principles and the principles set by the position supervisor.
- Complete additional duties as assigned by your supervisor.
- Must participate in quality assurance/ improvement activities when applicable.
Qualifications:
To perform this job successfully, an individual must satisfactorily perform each essential duty. The requirements below represent the required knowledge, skills, and/or abilities. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Provide regular updates to leadership regarding ticket volume, resolution trends, and improvement initiatives.
Education/Experience:
- Current or prior experience as a Medical Assistant or clinical support staff within ECH or a similar healthcare setting
- Strong understanding of clinical and front-office workflows
- Demonstrated technical aptitude and ability to learn complex systems
- Strong organizational, time management, and problem-solving skills
- Close attention to detail with the ability to analyze workflows and recommend practical improvements
- Clear written and verbal communication skills with the ability to communicate professionally across disciplines
- Ability to build trust and collaborate effectively with providers and staff
- Ability to manage multiple priorities and follow issues through resolution
- Experience using the OCHIN EMR
- Commitment to continuous learning and adapting to system and workflow changes
- Willingness to learn workflows across departments, including Behavioral Health and Primary Care Front Desk
- Experience using OCHIN Epic
- Experience submitting or managing JIRA tickets
- Experience participating in Epic optimization or implementation initiatives
- Familiarity with UDS, quality reporting, or population health workflows
Work Environment:
The work environment is primarily a school-based healthcare setting and may vary by site and Time of year. The role involves regular interaction with students, families, school staff, and clinical teams. Many students face barriers to care and varying levels of health literacy. The noise level is usually moderate. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Physical Demands:
The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
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