DMH EHR Support Analyst (DOEHRSA123-100926)

State-of-Missour; Missouri; On-site; USD 65,000 - 78,000; Full time

Job summary

State of Missouri's Department of Mental Health (DMH) seeks an end-user support specialist to educate users of the EHR system and apply technical knowledge to ensure accessibility and efficient use.

In this role you will assist the Application Support Manager and IT Services Division, design and recommend technical solutions, participate in on-call rotations for 24x7 EHR support, and coordinate with training staff to resolve user issues. Interviews are on site in Jefferson City, MO.

Qualifications

• Associate degree or 5+ years IT/help desk experience.
• Ability to cover on-call hours.
• Experience in information systems or health care services preferred.

Responsibilities

• Work with others to identify issues and deliver support until resolution.
• Create and document all incoming help desk calls.
• Triage help desk tickets to be assigned to appropriate resources.
• Receive, prioritize, and respond to incoming requests and calls related to EHR technology.
• Perform analysis and diagnosis of technological issues.
• Document system FAQ and workflow changes for staff.
• Install, configure, test, maintain, monitor and troubleshoot end user hardware/software issues.
• Participate in an on-call rotation for 24x7x365 EHR system support.
• Collaborate with training staff and subject matter experts to provide support and resolution of user issues.

Skills

Help desk

Technical support

Documentation

On-call availability

Team collaboration

Education

Associate degree in IT or closely related field

Tools

Oracle Health/Cerner Millenium

CareTracker

SQL

Job description

The Department of Mental Health (DMH) is in search of a motivated, skilled self-starter individual to serve as end-user support by offering education, applied knowledge, and technical experience to ensure that users of the Electronic Health Records (EHR) system have accessibility.

This position will assist the Application Support Manager and Business Architect in researching, designing, and recommending technical solutions, proof of concepts, purchasing, deploying, and tracking of equipment. It will partner with the EHR Office team, Information of Technology Services Division (ITSD), and other functional DMH teams to develop strategy regarding overall architecture and infrastructure, identify problems, and recommend and implement solutions.

Work hours are Monday through Friday, 8:00 A.M. through 5:00 P.M. with scheduled on-call rotation hours covering 5:00 P.M. through 8:00 A.M. in support of 24x7x365 model.

Work location will be domiciled in Missouri. A commute within 60 minutes of a state-operated facility is required. Official work location dependent on selected candidate. Some travel including overnight stays may also be required. Interviews will take place on site in Jefferson City, MO.

The base salary offered for this position ranges from $65,000.00 - $78,000.00 annually, commensurate with education and experience. If the selected candidate is eligible for a pay differential, such as retention pay, the total salary may exceed what is listed in this posting.

• Work with others to identify issues and deliver support until resolution.
• Create and document all incoming help desk calls.
• Triage help desk tickets to be assigned to appropriate resources and escape in the appropriate instances.
• Receive, prioritize, and respond to incoming requests and calls related to EHR Technology.
• Perform analysis and diagnosis of technological issues.
• Document system FAQ and workflow changes for staff.
• Install, configure, test, maintain, monitor and troubleshoot end user hardware/software issues.
• Participate in an on-call rotation for 24x7x365 EHR system support.
• Collaborate with training staff and subject matter experts to provide support and resolution of user issues.

Minimum Qualifications

• Associate degree required, preferably in Information Technology (IT) or closely related field OR at least five (5) years of experience preferred, preferably in any of the following areas: Information Systems, Help Desk Support, Medical Services, Behavioral Health, Social Services (Substitutions may be allowed).
• Ability to maintain flexibility of schedule to provide help desk coverage and working on-call hours.

Preferred Qualifications

• Knowledge of Oracle Health/Cerner Millenium, CareTracker, and/or Oracle Health Patient Accounting is highly desirable.
• Experience with EHR implementation and/or support, as well as SQL experience, is highly preferred.
• Certifications such as Certified Pharmacy Technician, Certified Professional Coder, Registered Health Information Administrator are a plus.

Lack of post‑secondary education will not be used as the sole basis denying consideration to any applicant.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here.