EHR Application Support Specialist II (Healthcare)
Equal Opportunity Employer
The mission of the Health Federation of Philadelphia is to promote health equity for marginalized communities by advancing access to high-quality, integrated, and comprehensive health and human services. Health equity is at the heart of all our work. We believe in and are firmly committed to equal employment opportunity for employees and applicants. We do not discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion, disability, sex or gender, gender identity and/or expression, sexual orientation, military or veteran status. This commitment applies to all aspects of the Health Federation of Philadelphia's employment practices, including recruiting, hiring, training, and promotion.
JOB SUMMARY
The EHR Application Support Specialist II (Specialist) has a leading role in EHR application analysis, configuration and support. The Specialist is responsible for ensuring optimization of EHR software implementation, support for continuity of health services operations, consistency in execution of support procedures, and preservation of data integrity and quality. The Specialist works under the direction of the EHR PMO Operations Manager and in close collaboration with EHR Training and Support Analysts, EHR Business and Clinical Analysts, Integration Specialists and Technical Managers. The Specialist will utilize the EHR application (eClinicalWorks), Microsoft Office, help desk software and other program-specific applications and systems as applicable. The functional domain of this position requires advanced knowledge of eClinicalWorks for practice management, clinical and billing workflows in a public sector ambulatory health setting. The Specialist must be equipped with the capability for critical thinking and to proficiently assimilate knowledge, decision criteria and applicable policies and procedures to support all assigned tasks. The Specialist must be motivated, self-starting and thrive in a team environment.
JOB SPECIFICATIONS
Primary Responsibilities/Duties
- Accurately and consistently maintain the complete configuration of the EHR system and integrated companion products. Match end user requirements with effective solutions and ensure intended application functionality, integrity and compliance with documented workflows.
- Evaluate requested configuration changes to ensure that approved changes work as intended, meet or exceed expectations, and adhere to business rules, scope and security and privacy standards.
- Confirm that application and companion technologies are fully and successfully tested in both production and non-production environments for all changes and activations. Adhere to Change Management Request processes, communications and documentation. Work with EHR team to evaluate and recommend resolutions for testing failures.
- Maintain documentation of system configuration, issue resolution(s), and procedures in the form of Configuration Workbooks, Knowledge Base Articles, and Standard Operating Procedures.
- Consistently participate in support activities for planned and unplanned software maintenance and upgrade requirements, including outages and troubleshooting.
- Perform configuration and maintenance of user security within the EHR application and related systems based on intended user roles/permissions and appropriate monthly reporting and usage statistics.
- Provide prompt, courteous first and second-level EHR HelpLine customer support via telephone, email, and remote assistance. Assists AHS and EHR staff with operation and functionality of EHR related software, supporting applications, workflows, incidents, and requests.
- Ensure timely recording of issues, requests and incidents as per EHR HelpLine (help desk/support) protocols. Utilize the EHR help desk application, the eCW ticketing system and other applicable incident/request management software to capture all relevant information regarding reported end user issues. Must answer queries and resolve issues with software applications and escalate or close tickets as necessary.
- Maintain data quality in electronic patient records, specifically, performing investigation to support identification and unambiguous merging of duplicate patient records and other data clean-up tasks as required.
- Provide evidence of on-going training activities; demonstrate proficiency in the required tools, systems and methodologies needed to perform the work.
- Complete eClinicalWorks trainer certification and annual recertification.
- Demonstrate initiative and provide status regarding assigned tasks.
- Foster positive communication and promote a teamwork atmosphere. Work collaboratively, constructively and respectfully with all team members.
- Reliably perform on-call and after-hours responsibilities as assigned.
- Maintain compliance with all expectations for professional integrity and personnel management including HFP employee policies and standards.
Skills/Experience
- 5+ years experience with progressive responsibility in a related field.
- Demonstrated ability to work independently.
- Strong written and verbal communication skills.
- Ability to assimilate knowledge and apply critical thinking and problem-solving skills.
- Able to handle multiple tasks and manage project timeline with a high degree of organizational skill and attention to detail.
- Proficiency in configuration of EHR systems and companion products.
- Proficiency in software testing, troubleshooting, analysis, and first and second-level help desk support functions, including use of help desk software solutions.
- Knowledge of basic computer troubleshooting with Windows operating systems, hardware, software and networking a plus.
- Demonstrated proficiency in Microsoft Office, including intermediate to advanced proficiency in MS Teams, MS Sharepoint, MS Word and MS Excel, particularly data analysis tools such as pivot tables.
- Experience working in the public sector preferred.
- Ability to work with stakeholders from a variety of cultures and diverse audiences.
Work Environment:
• Requires performance of productive work in patient and non-patient areas including health facilities, office cubicle environment, conference room, remote incident command center and other locations as required.
• Requires occasional work from remote location after normal business hours for application upgrade testing, help desk support, etc.
Position Type and Work Schedule: Full time position, typical hours are Monday through Friday 8:30 am to 5:00 pm. Flex office schedule options available after achievement of job proficiency with supervisor approval.
Travel: Requires travel between city locations as needed for various work assignments, meetings, onsite user support, technical monitoring, troubleshooting, device maintenance, etc.
Physical Demands:
- Ability to receive detailed information through direct oral communication, teleconference and written communication.
- Ability to perform repetitive motions of the wrists, hands, and/or fingers such as operating a keyboard, mouse and other computer inputs for the majority of a work day.
- Requires visual acuity to perform activities such as: viewing a computer terminal; preparing and analyzing data and figures; transcribing; expansive reading.
- Ability to lift up to 20 pounds (e.g., computer monitor, laptop, other equipment).
- Ability to climb 3 flights of stairs in case of elevator outage.
Salary and Benefits: Our employees are our most valuable resource, so we offer a competitive and comprehensive benefits package, which can include:
- Medical with vision benefits
- Dental insurance
- Flexible spending accounts
- Life, AD&D and long term care insurance
- Short- and long-term disability insurance
- 403(b) Retirement Plan, with a company contribution
- Paid time off including vacation, sick, personal and holiday
- Employee Assistance Program
Eligibility and participation is consistent with the plan documents and HFP policy.
DISCLAIMER
The Health Federation reserves the right to modify, interpret, or apply this job description in any way the Company desires. The above statements are intended to describe the general nature and level of work being performed by an employee assigned to this position. This job description in no way implies that these are the only duties, including essential duties, responsibilities and/or skills to be performed by the employee occupying this position. This job description is not an employment contract, implied, or otherwise. The employment relationship remains “at will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified disabled individuals.
