EHR User Support Specialist

Job Summary

The primary function of the EHR User Support Specialist is to provide direct and indirect support to clinicians and support staff in patient care through the eClinicalWorks (eCW) electronic health record (EHR) system. This role involves overseeing the day-to-day support of both production and test eCW platforms and serving as the primary point of support for Heart of Florida Health Centers eCW system users for operational functions. Responsibilities include application support, system configuration, acceptance testing and user training.

The support specialist will assist in reviewing and redesigning workflows for best practice results, facilitating end-user continuous education, supporting go-live activities, monitoring user adoption of new workflows, and reporting findings and trends. Proactive research of new features and functions is expected, along with assisting the Operations and Clinical teams in incorporating new methods into their standard operating procedures. Additionally, the specialist will provide ongoing training and support for all existing and new members and assist users in utilizing approved EHR upgrade features.

Qualifications and Requirements

- Associate or bachelors degree in computer science, healthcare administration, or a related field.

- Experience with eClinicalWorks (eCW) is preferred.

- Experience and knowledge of financial, clerical, and clinical department operations.

- General knowledge of the revenue cycle.

- 2+ years of experience in a technical support role.

- Excellent problem-solving and troubleshooting skills.

- Ability to communicate technical information in an accessible manner to non-technical employees.

- Working knowledge and expertise with various software, hardware, and applications.

- Willingness to solve complicated problems and see projects through to completion.

- Analytical skills to study problems and records and identify solutions.

- Team-oriented attitude to help colleagues and departments with technical problems.

- Strong interpersonal communication and relationship-building skills.

- Ability to manage time and effectively prioritize numerous projects simultaneously.

Essential Functions

- Serve as the primary point of contact for all issues and requests relating to eCW.

- Respond to end-user requests for issue resolution, create and monitor support tickets with eCW, and work to resolve problems quickly and accurately.

- Provide second-level support by creating cases with eCW and working with technicians to address issues that cannot be resolved internally.

- Build and maintain provider and department tables in the system.

- Deliver EHR training to new employees and provide training on new features to existing employees.

- Create and maintain eCW training materials as necessary.

- Assist in various reporting functions, using both native eCW tools and external reporting tools.

- Collaborate with various departments (Clinical, Operations, Finance, etc.) to examine workflows within eCW and make updated recommendations as appropriate.

- Attend and/or participate in eCW training to stay current on eCW features.

- Provide daily support to eCW end users through troubleshooting, coaching, and consulting to facilitate the implementation, integration, and optimal use of eCW.

- Identify, assess, and troubleshoot EHR-related issues as they occur, and see them through to full resolution.

- Consult Department Supervisors for issues that require additional assistance as needed.

- Perform other related duties as required.

Physical Requirements

- Frequently sitting at a desk for office work.

- Occasional driving of automobiles for outside appointments and meetings.

- Continuous use of corrected vision, depth perception, wide field of vision, and color.

- Duties require attention to detail, alertness, problem-solving, tolerance to stress, and exercising sound judgment.

- This employee must frequently lift and/or move items over 30 pounds.

- Must be able to lift, carry and handle equipment, supplies, and other work site materials according to position requirements.