Informatics Support Specialist

Reporting to the Director of Clinical Informatics, the Informatics Support Specialist is a hybrid (onsite/remote) role. This role provides first-line end-user support through the service desk ticketing system, troubleshooting routine issues, documenting solutions, and escalating complex problems to the appropriate Informatics, IT, vendor, or clinical leadership resources. The position partners closely with clinical and business users to promote adoption, workflow efficiency, patient safety, and consistent use of standardized processes.

EDUCATION AND QUALIFICATIONS:

• Working knowledge of EHR workflows and common clinical documentation processes (e.g., orders, MAR, assessments, scheduling) required.
• Bachelor’s degree in informatics, health information management, education, nursing, information systems, or related field is preferred.
• Minimum of 1 year experience in clinical operations, healthcare education, EHR training, application support, or help desk/service desk support preferred.
• Experience using a ticketing system and basic troubleshooting methodology preferred.
• Ability to work occasional flexible hours to support go-lives, upgrades, or after-hours training/support as needed.

ESSENTIAL JOB RESPONSIBILITIES:

• Assist the Clinical Informatics Educator with preparation and delivery of EHR and clinical application training, including scheduling sessions, preparing rosters, coordinating rooms/virtual meetings, and assembling training materials.
• Provide one on one, remote, and onsite support for end users during onboarding, go-lives, upgrades, and workflow changes.
• Monitor, triage, and respond to service desk/help desk tickets related to the EHR and supported clinical applications; document troubleshooting steps, resolution details, and user communication in the ticketing system.
• Perform first-line troubleshooting (e.g., user access/navigation questions, printing issues, basic device/application configuration, common workflow errors) and escalate issues that require advanced analysis or system changes.
• Route tickets appropriately and collaborate with Informatics, IT, vendors, and clinical leaders to ensure timely resolution; follow up with end users to confirm issue resolution and satisfaction.
• Develop and maintain knowledge base articles, tip sheets, quick reference guides, and FAQs; update content based on recurring ticket trends and release changes.
• Support user access requests by collecting required information and following established security/approval workflows; maintain confidentiality of PHI/PII and follow HIPAA and organizational privacy policies.
• Assist with testing and validation of new functionality (e.g., upgrades, hotfixes, configuration changes) by executing test scripts, documenting results, and reporting defects.
• Track and report recurring issues and training gaps to the Manager of Informatics; recommend improvements to reduce ticket volume and improve usability.
• Provide general administrative support to Informatics education initiatives, including maintaining training calendars, attendance records, competency checklists, and post-training feedback summaries.
• Maintain a professional, customer-service focused approach with all users; communicate clearly, set expectations, and provide status updates on open issues.
• Rotate being on-call to provide end-user support.
• Other duties as assigned.

EEO Statement:

Gulfside Healthcare Services, Inc. is committed to Equal Employment Opportunity (“EEO”) and complies with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation.

NOTE: All Gulfside Healthcare Services positions (except some Thrift Shoppe Positions) require an AHCA Level 2 Fingerprint screening for eligibility through the AHCA Florida Care Provider Background Screening Clearinghouse. Please refer to this link for more information on this: https://info.flclearinghouse.com (https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Finfo.flclearinghouse.com%2F&data=05%7C02%7Camanda.miller%40gulfside.org%7C19f29e96687c444699ef08de5397d824%7Cf93d3e03a6a241a5ac970b3e1d36b2e1%7C0%7C0%7C639040108798105870%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=2I%2F0O9Wy2YCL4MKGC5ztFTrREWHYMPnFlJ7Vh%2B6fR9g%3D&reserved=0)

Equal Opportunity Employer
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