EHR Support Analyst

Virginia Garcia Memorial Health Center; Oregon (WI); On-site; USD 70,000 - 95,000; Full time

Job summary

Virginia Garcia Memorial Health Center is seeking an EHR Support Analyst to optimize Epic EHR (EpicCare, Wisdom, Willow) and support staff via phone, email, and desk tickets. You will collaborate with VG leadership to implement and test health applications, provide education, and coordinate with the Willow collaboration for seamless Epic integration.

The role emphasizes end-user support, troubleshooting complex issues, and driving process improvements while working with internal teams and

Qualifications

• Experience with Epic EHR and related modules.
• Strong customer service and consulting skills.
• Ability to collaborate with executives, clinic leaders, and VG teams.

Responsibilities

• Deliver prompt end-user support to VGHC employees with strong troubleshooting.
• Assist healthcare staff in swift troubleshooting of the EHR system with guidance.
• Lead process improvement projects within a collaborative team environment.
• Foster relationships with internal and external stakeholders and maintain communication.
• Test new software implementations, upgrades, and fixes for correct operation.
• Manage Epic items using JIRA and internal Help Desk systems.
• Provide on-site support during new software implementations and upgrades.
• Collaborate with VG's training team to design effective training programs.
• Support clinical operations and patient care teams during system rollouts.
• Undertake project management for small to medium projects.
• Develop workflow maps (Visio) and training documentation.
• Conduct feasibility studies on office automation and process improvements.

Skills

Epic EHR expertise

End-user support

Troubleshooting

Project management

Training & education

Stakeholder collaboration

Tools

Epic Willow

EpicCare

Wisdom

JIRA

Help Desk Software

Job description

Job Description

At Virginia Garcia Memorial Health Center, we honor all members of our community and acknowledge the dignity of each person we serve. Our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve.

Job Summary: The EHR Support Analyst plans, analyzes, modifies, and optimizes Epic EHR as it relates to EpicCare, Wisdom and Willow applications The EHR Support Analyst serves as the initial point of contact for EHR technical support calls received by phone, e-mail, internal help desk system or other method. This position provides quality support for employees with a high degree of customer satisfaction. The EHR Support Analyst works with our partner organizations to resolve issues and optimize system/software use. This position collaborates with Executive Leadership, Clinic Leadership, and relevant VG teams to prepare, implement, evaluate, and test new or modified health application solutions, data structures, and decision-support mechanisms. The EHR Support Analyst provides educational support for providers, clinicians, and clinical support staff and assists with the implementation, education, upgrades, and post implementation support with a focus on all Epic system/software and other OCHIN-provided software tools (e.g., EpicCare, Dental Wisdom, Pharmacy Willow, Billing, practice management, etc.). EHR Support Analyst actively engages with the Epic Willow Support Analyst, collaborating closely to provide advanced technical support, guidance, and expertise in all matters related to the Willow application. This collaboration ensures seamless integration, optimal system performance, and superior patient care outcomes.

Essential Duties And Responsibilities

• Deliver prompt and exceptional end-user customer support to VGMHC employees, employing advanced troubleshooting techniques, coaching, and consulting to ensure the highest level of customer satisfaction while strictly adhering to tight schedules.
• Exhibit expert proficiency in assisting healthcare professionals and staff in swift troubleshooting and resolving complex issues pertaining to the EHR system. Employ advanced diagnostic skills, address user queries with precision, and provide meticulous step-by-step guidance to expedite issue resolution.
• Spearhead and execute process improvement projects in a dynamic and collaborative team environment, showcasing exceptional leadership and project management skills to drive transformative changes and optimize operational efficiency.
• Foster and nurture key stakeholder relationships, both internally and externally, by seamlessly collaborating with other project managers, establishing strong rapport, and proactively maintaining open lines of communication to ensure project success and stakeholder satisfaction.
• Conduct rigorous and comprehensive testing of new software implementations, upgrades, and fixes, meticulously verifying correct operations, and conducting thorough error detection and resolution activities. Demonstrate an exceptional level of expertise in the Epic system, ensuring its flawless performance and user experience.
• Assume complete ownership and accountability for the submission, monitoring, and proactive tracking of Epic items using the JIRA reporting system and an internal Help Desk and Reporting system. Employ meticulous attention to detail and organizational skills to ensure effective management and timely resolution of issues.
• Provide on-site elbow support during the implementation of new software applications and system upgrades at each VG site, focusing intently on the Epic system. Exhibit outstanding technical prowess and adaptability to swiftly address challenges and ensure a seamless transition to new systems and functionalities.
• Collaborate closely with VG's training team to design and implement comprehensive training programs that enable users to leverage new functionality and upgrade rollouts effectively. Display outstanding facilitation skills and contribute expert insights to ensure the highest level of user proficiency and adoption.
• Demonstrate unwavering commitment and direct support to clinical operations and patient care teams, playing a pivotal role in facilitating the successful integration, acceptance, and optimal utilization of new software applications within the clinic environment. Provide exceptional guidance and support to enhance clinical workflows and maximize the delivery of high-quality patient care.
• Undertake project management responsibilities for small to medium projects or sub-projects, displaying exceptional organizational skills, strategic thinking, and resource management capabilities to ensure successful project outcomes.
• Develop comprehensive workflow maps (Visio) and training documentation that accurately capture and articulate changes, employing a meticulous attention to detail and a deep understanding of business processes to enable seamless knowledge transfer and adoption.
• Conduct extensive feasibility studies on office automation, encompassing in-depth workflow analysis, space design considerations, and comprehensive cost comparison analysis. Demonstrate exceptional analytical skills and forward-thinking insights to drive informed decision-making and maximize operational efficiencies.
• Cultivate a collaborative and proactive approach with clinic leadership and users to identify opportunities for operational efficiencies, clinical practice support, and improved health outcomes. Employ advanced problem-solving skills and industry knowledge to revolutionize clinic operations and enhance patient care delivery.
• Exhibit unwavering dedication in identifying and troubleshooting application issues