ECW Support Specialist

Community-of-Hope; Washington (District of Columbia); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Top Workplace award

Paid lunch

Vacation and leave

Performance raises

Tuition reimbursement

Health insurance & 403(b)

Job summary

Community of Hope is seeking an ECW Support Specialist to provide first-line and second-line support for eCW users across clinical, administrative, and billing departments. The role emphasizes troubleshooting, issue resolution, and end-user education to maximize eCW functionality.

The position is based at the Conway Health and Resource Center in SW DC, on-site, with collaboration across departments and ongoing participation in testing patches and enhancements.

Qualifications

• Strong written and oral communication skills.
• Excellent diagnostic and analytical abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• HIPAA rules and regulations knowledge.
• Experience supporting an Enterprise EHR system, preferably eClinicalWorks.
• Team player with effective collaboration across departments.

Responsibilities

• Serve as primary and secondary contact for eCW issues and requests.
• Respond to end-user requests for issue resolution.
• Create, monitor, and update support tickets with eCW and vendors.
• Assist users with accessing and running standard reports in eCW.
• Support reporting requests and escalate advanced needs.
• Assist with patient safety notifications and eCW advisories.
• Participate in workflow reviews across clinical, administrative, finance, and operations.
• Provide feedback on usability and workflow improvements.
• Assist with testing patches, upgrades, interfaces, and enhancements.

Skills

Communication skills

Diagnostic skills

Teamwork

HIPAA knowledge

EHR support

Flexible

Education

High School Diploma

Associate/Bachelor's preferred

Job description

Description

ECW Support Specialist

Washington, DC | On-Site| $60K - $65K | Washington Post Top Workplace (8x winner)

Community of Hope is seeking a ECW Support Specialist to make a lasting impact on how care is delivered at Community of Hope. The ECW Support Specialist provides first-line and second-line support for eCW users across clinical, administrative, and billing departments. The ECW Support Specialist will be responsible for efficient and timely hands‑on troubleshooting, issue resolution, and escalation of eCW‑related issues, works closely with end users to provide education, guidance, and workflow support to maximize effective use of eCW functionality and will provide end‑user education and training to promote effective utilization of eClinicalWorks features, workflows, and best practices. This position is located at our Conway Health and Resource Center in SW DC.

Our Approach and Values:

• We celebrate people’s strengths and acknowledge the impact of trauma on people’s lives.
• We embrace diversity, welcome all voices, and treat everyone with respect and compassion.
• We lead and advocate for changes to make systems more equitable.
• We strive for excellence and value integrity in all that we do

What You’ll Do

• Serves as a primary point of contact for issues and requests relating to eCW.
• Responds to end-user requests for issue resolution.
• Creates, monitors, and updates support tickets with eCW and other vendors as needed.
• Assists users with accessing and running standardized reports within eCW.
• Supports reporting requests and escalates advanced reporting needs as appropriate.
• Assists with patient safety notifications and communication of relevant eCW advisories.
• Participates in workflow reviews with clinical, administrative, finance, and operational departments.
• Provides feedback and recommendations regarding usability and workflow improvements.
• Assists with testing of new patches, upgrades, interfaces, and enhancements.

Requirements

Must-Haves:

• High School Diploma required;
• Minimum 2 years supporting an enterprise‑class Electronic Health Records system, with at least one of those years supporting eClinicalWorks.
• Experience with desktops, laptops, and other portable devices required.
• Strong knowledge of HIPAA rules and regulations.
• Strong written and oral communication skills.
• Excellent technical diagnostic and analytical skills and a consultative and collaborative approach to problem solving.
• Must be flexible, self‑directed, and able to prioritize multiple tasks.
• Attention to details and analytical skills.
• Ability to comprehend criticality of issues and escalating accordingly while maintaining a high degree of urgency.
• Team player with ability to communicate effectively both orally and in writing with all levels of clinical, administrative and support staff.

Nice-to-Haves:

• Associate's or Bachelor's degree preferred.
• Previous experience in a Federally Qualified Health Center preferred.

Why You’ll Love Working Here!

• 8 x Washington Post 150 Top Workplaces winner
• 8‑hour workdays with paid lunch
• 3 weeks vacation (additional week after two years), 2 weeks sick leave, + 11.5 paid holidays and one personal floating holiday on an annual basis.
• Annual performance‑based raises, up to 5% of your annual pay
• Tuition reimbursement & loan repayment (NHSC & DCHPLRP), Licensing reimbursement & CEU funding
• Medical, dental, vision, life & disability insurance + 403(b) retirement
• Leadership development, internal promotions and career growth opportunities
• A culture grounded in equity, compassion, and well‑being

About Us:

Community of Hope is a mission‑driven, innovative, rapidly growing nonprofit, and Federally Qualified Health Center. For over 45 years, we have provided health and housing services, perinatal care coordination, and community support services to make Washington, DC more equitable. Community of Hope also strongly emphasizes maternal and child health, with midwifery practice and the only free‑standing birth center in DC. We are honored to be one of DC’s largest providers of housing and homelessness prevention services for families and individuals throughout DC. Through our Family Success Center, our WIC nutrition centers, and our various partnerships, we have reached hundreds and believe that everyone in DC deserves to be healthy, housed, and hopeful.

With the help of our amazing staff, we have successfully provided:

• 50,000+ medical visits
• 6,300+ dental visits
• 17,000+ emotional wellness visits
• 1,384 families and 220 individuals with housing/homelessness prevention services

Community of Hope is an equal opportunity employer.