EHR Support Analyst II

Position Summary: Under general supervision of the department manager. The Healthcare EHR Support Analyst II plays a crucial role in ensuring the efficient operation and support of the Electronic Health Records system within a healthcare organization. They are responsible for resolving system issues, providing technical support to end-users, and assisting in the ongoing improvement and optimization of the EHR system, leveraging their knowledge of healthcare industry standards and practices. This role will work closely with the OCHIN Vendor in supporting the delivering of ongoing education and coaching and will connect system functionality with operational needs and success metrics. This job class is treated as FLSA Exempt.

Essential Functions: Essential functions may vary amongpositions,butmayincludethefollowingtasks,knowledge,abilities,skills,andothercharacteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.

1. Training and Mentoring: Mentors assigned staff to attain the technical and customer service skills along with experience necessary to perform independently and attain further career progression goals.

1. Conducts regular and timely performance feedback session and mentors staff on professional improvement. 
2. Develops and participates in training plans to ensure staff have the necessary knowledge, skill and ability to meet and exceed goals and expectations. 
3. Recognizes staff’s limitations, strengths and identifies training potential where necessary and devises creative means or opportunities for staff to play to their strengths. 
4. Provides training for assigned staff with an emphasis on cross-training so that employees are capable of performing the duties of multiple positions to assure uninterrupted operations. Develops work schedules for staff to ensure customer service needs are met and that each employee is adequately tasked with appropriate assignments within their respective areas. 

2. ESA (EHR Support Analyst) Program 

1. Assists in development and management of the EHR Support Analyst program. 
2. Support and Coordination of ESA program and activities
3. Implement and manage changes and interventions to ensure program goals are met in areas including customer satisfaction, safety, quality and team member performance
4. Program includes but is not limited to the following:
   1. User Support: 
      1. Provide first-line support to end-users, including healthcare providers, nurses, and administrative staff.
      2. Assist with login issues, user access problems, and basic troubleshooting with a focus on healthcare workflows. 
      3. Plan, coordinate, facilitate, and evaluate learning sessions/trainings for members in collaboration with project partners including curriculum design, agenda setting, and trainer identification
      4. Observe, evaluate, and develop support plans for individual members as needed.
      5. Deliver coaching sessions via multiple modalities, one-on-one, group setting, virtually and by phone.
      6. Serve as a resource for health professionals/staff/patients on key content areas
      7. Issue Resolution
         1. Identify, analyze, and resolve technical issues related to the EHR system with a deep understanding of healthcare-specific requirements.
         2. Collaborate with vendors or IT teams for complex problem resolution, ensuring minimal disruption to patient care.
      8. Documentation and Training
         1. Develop content, communication and training material as needed
         2. Take required training 
         3. Maintain detailed documentation of system issues, resolutions, and user support procedures, adhering to healthcare data privacy standards.
         4. Provide training to end-users on EHR system usage, ensuring they can effectively utilize the system to deliver quality patient care.
         5. Completes Continuum UAT for all release notes in the SP/EP release notes
      9. System Configuration
         1. Assist in configuring and customizing the EHR system to meet the organization's specific healthcare needs, such as clinical documentation, order sets, and e-prescribing.
         2. Ensure that system settings align with regulatory requirements, industry standards, and clinical best practices.
      10. Testing and Quality Assurance:
          1. Participate in testing new software updates, patches, and enhancements, while also validating their impact on clinical workflows.
          2. Perform quality assurance checks to ensure that changes do not compromise patient safety or data integrity.
      11. Security and Compliance:
          1. Ensure data security and compliance with HIPAA and other healthcare regulations, prioritizing patient information protection.
          2. Monitor access controls and audit trails to prevent unauthorized access and safeguard patient data.
      12. Reporting and Analytics:
          1. Generate and maintain reports for performance metrics, clinical outcomes, and system usage, aiding in healthcare decision-making.
          2.  Analyze data to identify trends and areas for improvement that can enhance patient care delivery.
      13. Collaboration:
          1. Collaborate with IT teams, EHR vendors, clinical staff, and other healthcare stakeholders to support system functionality and resolve healthcare-specific issues.
      14. Continuous Improvement:
          1. Participate in process improvement initiatives with a focus on enhancing patient care and clinical efficiency through the EHR system.
          2. Stay updated on industry trends, healthcare regulations, and best practices in EHR systems to continually improve the organization's healthcare services.

Knowledge,Skills, Abilities,andOtherCharacteristics:

• Knowledgeofthehistory,culture,laws,rules,customsandtraditionsoftheSRPMIC. 
• Knowledgeofthepurpose,currentissues,projects,organization,policies,andemployeeresponsibilities ofthedivisionto whichassigned.
• Knowledge of EPIC preferably OCHIN implementation 
• In-depth knowledge of healthcare industry regulations and compliance, including HIPAA
• Knowledge of standard healthcare organizational metrics
• Knowledge of Healthcare operations
• Knowledge and/or experience in or with a Federally Qualified Health Center (FQHC) preferred

• Skill in Problem Solving and analytical skills, with a strong focus on improving patient care processes.
• Skill in Customer Service and Excellent Communication Skills in particular with healthcare professionals and patients
• Skill in Project Management 
• Proficient in Technology including Microsoft Office Tools, Teams, SharePoint, EPIC, etc. 

• Ability to problem solve independently and escalate to multiple team members as needed
• Ability to work professionally and collaboratively with all levels of leadership, both within OCHIN and outside organizations
• Ability to multi-task and organize priorities, work autonomously, establish timelines, coordinate multiple tasks, events, and project timelines

•Education& Experience:  A Bachelor’s degree in the Healthcare Administration, Healthcare Technology, Healthcare Informatics or closely related discipline.  

• Minimum of 7 years of full-time work experience within a clinical facility within operations
• Must have experience with EHR Software
• Must have an Epic certification or a clinical license (i.e. RN, LPN, MA, etc.).
• Preferred 
  1. EPIC Certifications in Clinical (Ambulatory/Acute) or PM (Prelude, Cadence, Resolute HB and PB) are preferred
  2. Certifications in other EHR systems also is beneficial 
  3. Experience with EHR system administration and support in a healthcare setting is a significant advantage
  4. Minimum of three (3) years of Epic experience in similar or relevant role in safety net organizations required. 
      

• Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill

• You will be expected to work a rotating on-call shift and may be required to work nights and weekends depending on project requirements.
• Employment is contingent upon successful completion of an extensive background check and drug screening.  Employees in, and applicants applying for, jobs providing direct services to children are subject to the “Community Code of Ordinances”, Chapter 11, “Minors”, Article X. “Investigation of Persons Working With Children”. 

Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check. 

"SRPMIC is an Equal Opportunity/Affirmative Action Employer" Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.

In order to obtain preference, the following is required: 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission).

Documents may be submitted by one of the following methods: 

1) attach to application

2) fax (480) 362-5860

3) mail or hand deliver to Human Resources.

Documentation must be received by position closing date. 

The IHS/BIA Form-4432 is not accepted. 

Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters.

Salary : $102,099 - $142,942