Electronic Health Record Analyst I/II - Public...

Electronic Health Record Analyst I/II - Public Health Liaison (Departmental Promotional Only), San Mateo County Health is seeking well-qualified individuals for the position of Electronic Health Record Analyst I/II - Public Health Liaison to, under supervision, provide direct application support, workflow consultation, and user training for SMC Health's Epic EHR system, with a primary focus on Public Health, Policy and Planning, including Public Health (PHPP) programs, such as clinics, disease control and surveillance and both PHPP and Family Health Services (FHS) field-based case management programs, and all associated workflows and modules, including billing operations. This role serves as the operational bridge between public health, family health, and the Health IT Division teams - translating care delivery workflows into EHR configuration, identifying and implementing quality improvement opportunities, and ensuring that Epic supports the unique demands of a county public health environment., The duties of the position may include, but are not limited to, the following:

• Serve as the primary EHR liaison for assigned public health/family health ambulatory clinics, case management programs, and field-based service teams.

• Oversee Public Health data quality (timeliness of data entry, no shows, productivity, errors, etc.) that allows for quality assurance and improvement.

• Create and disseminate custom reports for quality improvement.

• Collect, analyze, and document clinical business operations and workflows unique to public health settings, including patient navigation, care coordination, and community-based service delivery.

• Meet with clinic and program customers to assess EHR requests and translate operational needs into clear technical requirements.

• Evaluate current public health reports and assess needs as relates to grants, quality assurance and billing. Configure and maintain additional Epic reporting for public health work within and across programs.

• Configure and maintain Epic features, including visit types, SmartForms, note templates, referral workflows, compass rose programs, other statistical reporting needs, and clinical decision support tools tailored to public health populations.

• Support scheduling infrastructure in Cadence, including template builds, appointment types, resource setup, and patient access workflows for high-need and underserved populations.

• Support professional billing and charge capture workflows for ambulatory public health encounters, ensuring accurate documentation and billing configuration within Epic for braided funding that includes non-billable grant-funded work.

• Collaborate with HIT, Epic, and SMMC billing and revenue cycle staff to troubleshoot claim issues, encounter errors, and workflow gaps, identifying upstream EHR configuration contributing to billing inaccuracies.

• Identify, analyze, and recommend improvements and enhancements to operational processes, reporting, system automation, and information flows to ensure greater integration of functions within public health programs.

• Serve as the first point of contact for public health/ family health clinic staff, field-based case managers, and vendors on EHR-related issues; troubleshoot problems and respond to inquiries.

• Perform a variety of analytical duties in the design, implementation, and maintenance of EHR information systems or applications.

• Implement testing requirements and processes; facilitate end-user and hardware testing; and maintain test environments.

• Participate in the evaluation of new module releases, test new modules, and system upgrades.

• Interact with end users and vendors on project design issues and work to resolve vendor production support issues.

• Respond to customer/user questions and concerns and recommend solutions as needed.

• Provide on-site support during go-lives and system upgrades at public health clinic sites.

• Participate in developing and/or lead training programs, curriculum, and lessons, including preparing training materials appropriate for diverse public health clinical audiences.

• Keep trainers and end users abreast of new functionality and system changes affecting clinic and field operations.

• Analyze data conversion needs.

• Ensure test scripts have been created, reviewed, and updated to reflect proposed workflow solutions.

• Troubleshoot basic user or system problems, address end-user questions, and at the II level, provide on-call support on a rotating basis.

• Analyze new functionality in new releases to identify impact, make recommendations, and review and test changes.

• Participate in disaster recovery measures.

• Ensure quality assurance processes are followed, including change management and testing efforts., Describe your knowledge of Epic modules that support Public Health multidisciplinary work. Provide an example of how a module can improve workflow, referrals, or billing in a public health clinical setting.

04

Please indicate the Epic module in which you possess a current certification or plan to obtain certification. Preferred modules for this role include EpicCare Ambulatory, Cadence, and/or Professional Billing. Please attach a copy of your certification to your application. If you are not certified, please write "N/A."

05

Describe your experience managing both the larger elements as well as the technical details of projects in a healthcare or public health setting. Be sure to discuss any projects in healthcare and/or electronic health records. For each experience, include a) your role; b) your responsibilities; c) the size and scope of the project; d) communication with internal/external stakeholders; and e) the outcome(s) and the ways you both adjusted and evaluated the effectiveness of the project.

06

Provide a specific example that best demonstrates your experience building or configuring a business process into a new automated system-an ambulatory, scheduling, or billing module or a means of disease surveillance tracking, preferably in Epic. Include a) your role; b) the specific business process/Epic (e.g., visit types, scheduling templates, billing workflows, note templates); c) the public health, clinical, or operational context; and d) the stakeholders/end users/staff directly impacted by the build.

07

The EHR Analyst I/II - Public Health Liaison role requires strong skills in bridging clinical operations and IT. Describe a time you served as a liaison or subject matter expert between a clinical/operational team and an IT or systems team. Include: a) the programs or departments involved; b) the specific challenge or workflow gap you were addressing; c) how you managed communication and competing expectations between both sides; and d) the resolution and any lasting changes implemented.

• Epic certification in EpicCare Ambulatory, Cadence, Cogito, and/or Professional Billing, with hands-on configuration experience in a live production environment.

• Direct experience supporting ambulatory or community health clinic operations, preferably in a county, federally qualified health center (FQHC), or public health setting.

• Working knowledge of professional billing, charge capture, and revenue cycle workflows as they relate to ambulatory EHR configuration as well as braided funding and grant management for public health settings such as Ryan White funded HIV care.

• Experience functioning as a liaison or bridge role between clinical/operational stakeholders and an IT team, with the ability to translate requirements and limitations between both domains fluently.

• Familiarity with the workflows, patient populations, and resource environments characteristic of public health programs, including case management, patient navigation, and field-based service delivery.

• Experience in lifecycle management from project initiation through implementation, training, and ongoing troubleshooting.

• Demonstrated exceptional customer service skills and the ability to build trust and effective working relationships with frontline clinical staff, supervisors, and program leadership.

• Experience in providing consultation services to customers/end-users, with ability to document business and technical problems, and identify requirements for both technical and non-technical audiences.

• Excellent written and verbal communication skills with internal and external stakeholders to ensure that needs are met.

• Ability to establish and maintain effective working relationships with those encountered on the job.

• Self-starter with the ability to work independently and as a member of a team.

• Effective project management skills to ensure completion and evaluation of improvement efforts

• Excellent time-management skills and the ability to set priorities and adjust to meet deadlines.

• Experience working in a diverse work environment, including staff who provide care and services for patients/clients.

• Adept at learning and applying newly acquired skills on the job.

Epic certification in at least one of the modules within the following areas is preferred or required within six months of employment, Knowledge of:

• Electronic health record systems, specifically Epic software applications.

• Design, implementation, testing, updating, maintenance, evaluation, and analysis of system configuration, system setup, and application tables.

• Clinical applications and regulatory standards, a wide range of application functionality, content, and associated workflows.

• Customer service principles.

• Policies, procedures, and business operations.

• Principles and procedures in project management and project management methodologies.

Skill/Ability to:

• Interact with and work collaboratively with multidisciplinary teams.

• Learn and retain knowledge of all assigned applications.

• Troubleshoot application issues and system errors.

• Multi-task complex work assignments., Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is:

EHR Analyst I: Two years of experience working in a public health or healthcare setting utilizing health information systems, or one year of experience providing information technology support.

EHR Analyst II: Two years of information technology support experience in a healthcare operation setting, including at least six months of Epic user support experience.

License/Certification

EHR Analyst I: Must successfully complete Epic training on a module determined by Health IT management based on business needs within the date set forth in the Epic Project Training schedule or within 6 months from the time of hire.

EHR Analyst II: (1) Epic Certification in one module; and (2) maintain Epic training credentials through Epic's Continuing Epic Education (CEE) program with additional training that must be completed to maintain certifications, proficiencies, and badges.

Application/Examination

Departmental Promotional Only. Only current County of San Mateo employees in San Mateo County Health with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position prior to the final filing date may apply.

The examination process will consist of an application screening based on the candidates' application and responses to the supplemental questions (weight: pass/fail). Candidates who pass the application screening may be invited to a panel interview (weight:100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification . Applicants meeting the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California and applicants must participate at their own expense.

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically and linguistically diverse communities. The County of San Mateo is committed to advancing equity in order to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work. County of San Mateo is an equal opportunity employer committed to fostering diversity, equity and inclusion at all levels. HR Analyst: Sarah Huynh (05112026) (Electronic Health Record Supervisor - V403) We invite you to explore our Benefits-at-a-Glance (https://www.smcgov.org/sites/default/files/2025-05/Benefits%20at%20a%20Glance%204.29.25.pdf) page for a snapshot of the comprehensive and competitive benefits available to eligible employees of the County of San Mateo. From health and wellness to financial security, our benefits are designed to support you at every stage of your career. (Please note that benefits are subject to change.) In addition to core benefits, the County is proud to offer a variety of wellness and professional development programs to help you grow both personally and professionally. Most of these enriching opportunities are available during work hours and come at no cost to you. As a County employee, you'll also be covered by the federal Social Security system, earning valuable retirement benefits based on your salary and years of service.