EHR (Electronic Health Record) Support Analyst

The EHR Support Analyst is dedicated to supporting WCHC staff and providers with technical and navigational EHR support to decrease workload, increase efficiency, and improve patient and staff satisfaction. They serve as the primary triage point for support cases, ensuring end-to-end communication, updates, and resolution for all issues that do not require complex system build or workflow redesign.

The EHR Support Analyst works with clinical, operational, and administrative teams from all WCHC campuses to help users to adopt features and modules, solve technical and workflow problems, and deliver excellent service to end users. The EHR Support Analyst collaborates to support continuous process improvement, analyze workflows to assess user knowledge and behavior and use of features and functionality of EHR.

The EHR Support Analyst partners with Clinical Informatics and other department teams to support the EHR application and assist with onboarding and training of all staff in EHR and other supported applications managed by the Clinical Informatics department.

Position is located on-site in Sebastopol, but regular travel to our health centers in Guerneville and Occidental required as needed., * Triaging, identifying, and troubleshoot application issues as they occur, owning the problem from intake to final resolution for all cases that do not require complex backend build or workflow modifications. Issues that require advanced system configuration, build changes, or additional assistance will be escalated to the appropriate team or EHR vendor, while maintaining clear communication and relaying updates/resolutions back to the end user.

• Primary point person for all user onboarding/offboarding processes in regard to any Clinical Informatics applications, such as AthenaOne, patient communication tools, and any external EHR portals (Sutter, Providence, etc.).
• Assist in maintaining EHR system setup, such as the provider and staff profiles, printers, security, preferences, practice roles, Text Macro’s, Encounter Plans, Order sets, build letters and others.
• Assists in liaising with EHR vendor, RCHC, local hospitals, pharmacies, labs, and other clinical entities. This may include attending collaborative meetings, training, conferences, and advisory workgroups to optimize use of the system, collaborating with internal WCHC operations.
• Participate in EHR Core Team and workgroups for implementation and ongoing use of EHR, contributing to strategic planning of EMR and related systems.
• In partnership with Clinical Informatics team, assist the EHR Application Analyst and EHR Clinical Build team in maintaining curriculum and resource guides for care teams including accurate documentation and role-based workflows.
• Uses internal ticketing system to manage requests and external case system to ensure clinical support is provided timely and tracked to resolution.
• Support superuser development across sites, departments and programs to provide daily support to EHR users through troubleshooting, coaching, and consulting.
• Stays current on WCHC EHR workflows and trainings, with continued education and learning of EHR environment and related applications and hardware.
• Other duties as assigned.

Education/Training: Associates or bachelor’s degree in business administration, Computer Science or related field, or equivalent work experience.

• 2+ years experience working in a health care setting
• Demonstrates knowledge of compliance issues within the community clinic environment.
• Demonstrates a willingness to report any incident that is unusual or incompatible with accepted clinic procedures.
• Excellent communication, interpersonal, customer service (patient centered approach), and trouble shooting skills.
• Always maintains confidentiality of patients by complying with HIPAA policies.
• Sensitivity to and willingness to interact with people of various social, cultural, economic, and educational backgrounds.
• Proficiency with Microsoft Office applications including Outlook, Word, Excel, Teams and PowerPoint
• Strong organizational skills with ability to prioritize projects, work independently and with a team, manage multiple tasks, and meet deadlines.
• Ability to work well with a multidisciplinary team and with people with a variety of background and educational levels.
• Good judgment, problem solving and decision-making skills.
• Communicate in a clear and concise manner.
• Experience developing E-learning material or training manuals.

PHYSICAL REQUIREMENTS:

• Must be able to perform the physical demands of the job.
• Ability to bend and move arms with sufficient range of motion to complete patient related requirements, hearing required for patient assessments, may need to assist patients, able to lift and carry 30lbs., bend, kneel, and twist as needed.
• Prolonged standing and occasional sitting required.
• Ability to use computers, tablets, apple products and medical equipment as needed.
• Reliable transportation for travel between sites., * EHR systems: 3 years (Preferred)
• Healthcare IT: 2 years (Preferred)

Ability to Commute:

• Sebastopol, CA (Preferred)