EMR Application Support Analyst

Job Description

UNITE HERE HEALTH serves 190,000 workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

The EMR Application Support Analyst is an administrative role that will support the office and medical staff of the Neighborhood Health Center in the use of the EMR/EHR system, Athena.

Additionally, as backup to the helpdesk team, the Support Analyst will support helpdesk requests pertaining to computers, phone systems, audio/visual, and applications. The EMR Application Support Analyst will be a team player eager to provide exceptional customer support, troubleshoot problems, and gain a high-level understanding of health center processes to identify where technology supports our success.

Essential Job Functions And Duties

• Provides comprehensive support for all issues related to health center systems (EMR/EHR), demonstrating resourcefulness in identifying solutions and sourcing necessary resources
• Develops comprehensive user materials – including FAQs, training support handouts, etc. to facilitate effective instruction and serve as a valuable reference with the EMR/EHR systems
• Identifies application utilization trends and utilizes the information to prioritize protocol and training development for all staff levels
• Identifies symptoms and breaks problems into distinct and manageable parts and assists in resolving intra-team problems
• Assists with EMR system development as it relates to improved management strategies and system efficiencies
• Exhibits strong customer service skills, effectively addressing customer complaints, inquiries, conflicts, and suggestions with diplomacy, patience, and success
• Aids in maintaining user access roles and conducts regular system audits
• Acts as a backup to the helpdesk technicians and responds to helpdesk incidents and requests in a timely manner and within defined service levels as needed
• Builds positive relationships as an “IT ambassador” within the health center by consistently performing duties effectively, actively participating in essential meetings, and keeping IT leadership updated on relevant events and opportunities
• Facilitates meetings and workshops utilizing various media to effectively communicate training and information system capabilities and support NHC goals
• Participates in the overall maintenance and release cycles of existing applications and systems
  
  

Essential Qualifications

• 3 ~ 5 years direct experience with Electronic Medical Records (EMR), Telehealth and other related healthcare applications, Athena preferred
• 3 ~ 5 years of direct experience providing hardware and software problem resolution and technical support to computer users
• Working knowledge and experience in interfacing with and supporting high-touch clients (e.g., doctors or senior leaders)
• Bachelor’s degree in computer science or related field, or equivalent work experience
• Intermediate level knowledge, principles and characteristics of PC/MAC based hardware, applications and operations
• Knowledge of Operational principles and procedures of standard word processing, spreadsheet, database, and related business software applications
• Advanced knowledge of patient rights; age specific patient care practices
• Experience with latest Microsoft Windows versions, MAC, and ServiceNow (or other ticket management system), preferred
• Experience in an Active Directory environment, preferred
• Experience with software deployment packages, preferred
• Certification in A and/or Microsoft or a major EMR platform, preferred
  
  

Salary range for this position: Salary $72,600 - $90,800. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): 7.5 hours per day (37.5 hours per week) onsite in the Craig health center in North Las Vegas, Nevada. Flexibility to support an earlier or later shift as the health center’s operational hours are 7:00am - 7:00 PM. The shift will generally be M – F but with rare, after hours on-call coverage and/or working onsite some Saturday’s.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).