EHR User Support Specialist

Heart Of Florida Health Center Inc; Ocala (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Heart Of Florida Health Center Inc is seeking an EHR User Support Specialist to provide direct and indirect support for the eCW EHR system. You will oversee day-to-day production and test platforms, serve as the primary contact for system users, and assist with training, go-live activities, and workflow improvements.

Strong communication and problem-solving skills are essential. The role requires an Associate or Bachelor’s degree in a related field, 2+ years in technical support, and preferably

Qualifications

• Associate or bachelor’s degree in computer science, healthcare administration, or a related field.
• 2+ years in a technical support role.
• Experience with eClinicalWorks (eCW) is preferred.
• Ability to explain technical concepts to non-technical staff.
• Strong problem-solving and prioritization skills.

Responsibilities

• Serve as the primary point of contact for all issues and requests relating to eCW.
• Provide second-level support by creating cases with eCW and working with technicians to address issues that cannot be resolved internally.
• Build and maintain provider and department tables in the system.
• Deliver EHR training to new employees and provide training on new features to existing employees.
• Create and maintain eCW training materials as necessary.
• Assist in various reporting functions, using both native eCW tools and external reporting tools.
• Collaborate with Clinical, Operations, Finance, and other departments to examine workflows within eCW and recommend updates.
• Attend and/or participate in eCW training to stay current on eCW features.
• Provide daily support to eCW end users through troubleshooting, coaching, and consulting.
• Identify, assess, and troubleshoot EHR-related issues and see them through to full resolution.
• Consult Department Supervisors for issues requiring additional assistance.

Skills

eCW experience

Technical support

Customer service

Training delivery

Workflow analysis

Education

Associate/Bachelor degree in CS or healthcare

Tools

eCW reporting tools

Job description

Job SummaryThe primary function of the EHR User Support Specialist is to provide direct and indirect support to clinicians and support staff in patient care through the eClinicalWorks (eCW) electronic health record (EHR) system. This role involves overseeing the day-to-day support of both production and test eCW platforms and serving as the primary point of support for Heart of Florida Health Center’s eCW system users for operational functions. Responsibilities include application support, system configuration, acceptance testing and user training.The support specialist will assist in reviewing and redesigning workflows for best practice results, facilitating end-user continuous education, supporting go-live activities, monitoring user adoption of new workflows, and reporting findings and trends. Proactive research of new features and functions is expected, along with assisting the Operations and Clinical teams in incorporating new methods into their standard operating procedures. Additionally, the specialist will provide ongoing training and support for all existing and new members and assist users in utilizing approved EHR upgrade features.Qualifications and RequirementsAssociate or bachelor’s degree in computer science, healthcare administration, or a related field.Experience with eClinicalWorks (eCW) is preferred.Experience and knowledge of financial, clerical, and clinical department operations.General knowledge of the revenue cycle.2+ years of experience in a technical support role.Excellent problem-solving and troubleshooting skills.Ability to communicate technical information in an accessible manner to non-technical employees.Working knowledge and expertise with various software, hardware, and applications.Willingness to solve complicated problems and see projects through to completion.Analytical skills to study problems and records and identify solutions.Team-oriented attitude to help colleagues and departments with technical problems.Strong interpersonal communication and relationship-building skills.Ability to manage time and effectively prioritize numerous projects simultaneously.Essential FunctionsServe as the primary point of contact for all issues and requests relating to eCW.Respond to end-user requests for issue resolution, create and monitor support tickets with eCW, and work to resolve problems quickly and accurately.Provide second-level support by creating cases with eCW and working with technicians to address issues that cannot be resolved internally.Build and maintain provider and department tables in the system.Deliver EHR training to new employees and provide training on new features to existing employees.Create and maintain eCW training materials as necessary.Assist in various reporting functions, using both native eCW tools and external reporting tools.Collaborate with various departments (Clinical, Operations, Finance, etc.) to examine workflows within eCW and make updated recommendations as appropriate.Attend and/or participate in eCW training to stay current on eCW features.Provide daily support to eCW end users through troubleshooting, coaching, and consulting to facilitate the implementation, integration, and optimal use of eCW.Identify, assess, and troubleshoot EHR-related issues as they occur, and see them through to full resolution.Consult Department Supervisors for issues that require additional assistance as needed.Perform other related duties as required.Physical RequirementsFrequently sitting at a desk for office work.Occasional driving of automobiles for outside appointments and meetings.Continuous use of corrected vision, depth perception, wide field of vision, and color.Duties require attention to detail, alertness, problem-solving, tolerance to stress, and exercising sound judgment.This employee must frequently lift and/or move items over 30 pounds.Must be able to lift, carry and handle equipment, supplies, and other work site materials according to position requirements.