EHR Support Specialist

Description

CIFC Health, a program of Connecticut Institute For Communities, Inc., is seeking to hire a full-time Electronic Health Record (EHR) Support Specialist. This position provides frontline technical and application support for the organization’s electronic medical record (EMR) system, eClinical

Works (eCW), in a Federally Qualified Health Center (FQHC) and Teaching Health Center environment. It ensures smooth operation of the EMR system. Under the supervision of the EMR Manager, the support specialist provides direct support to all health center sites and staff, while minimizing clinic workflow interruptions. The position collaborates across departments to support EMR utilization and maintain a positive user experience.

• Serve as the primary point of contact for EMR-related support requests.
• Support patients with patient portal related issues.
• Provide timely, helpful, and consistent responses and resolutions to all inquiries.
• Offer effective and efficient support when interacting with end users to diagnose and troubleshoot issues in a way that limits workflow and staff interruptions.
• Prioritize, document, track, and resolve helpdesk tickets in a timely manner.
• Escalate complex issues to EMR leadership or vendors (eClinicalWorks) as appropriate.
• Provide remote technical support to all departments from the EMR office and on-site support to individual departments when required.
• Utilize the eCW support portal, place tickets to eCW, and work directly with staged levels of eCW support depending on the reported issue.
• Coordinate with IT vendor and place tickets to address network or equipment-related needs.
• Provide onboarding and ongoing EMR training for staff; demonstrate and train EHR-supported workflows.
• Reinforce best practices for EMR use and adherence to HIPAA and data security and privacy policies, including Spher platform for medical record protection.
• Participate in testing, validation, and implementation of EMR upgrades, patches, and enhancements.
• Support the EMR Manager with maintaining the ticketing system (Zendesk), telehealth services, and AI translation service.
• Support EMR-related compliance with HRSA, UDS, and other FQHC regulatory requirements.
• Serve as liaison between clinical staff, administration, IT, and the EMR vendor.
• Participate in EMR-related meetings, interdisciplinary meetings, and CIFC policy-mandated meetings.
• Assist with implementation of new programs, services, or system changes.
• Perform other related duties and special projects as assigned.

We are committed to providing quality medical care centered on the patient’s specific needs. We are recognized as a Patient Centered Medical Home and provide health care in a setting where patients are at the center of their care team. All employees of the Health Center are part of the patients care team and contribute to a team approach to promoting access, comprehensive care, and quality improvement in patient care.

• Knowledge (or capacity to rapidly acquire) of FQHCs and knowledge of Health Center administration. Knowledge of local resources, customs, and language is helpful. Excellent written and verbal communication skills and superb customer service.
• Problem solver and self-starter who is resourceful and takes initiative.
• Comfortable working both collaboratively and independently.
• Extremely organized with high attention to detail.
• Ability to provide assistance to all support staff and patients, and to assist with management of a multifaceted Center in collaboration with others.

• Ability to communicate ideas and instructions orally and in writing at a professional level.
• Ability to speak, read, and write English at a professional level.
• Bilingual skills preferred (English/Spanish and/or English/Portuguese).
• Ability to exhibit patience and tact when communicating with patients, staff, management, vendors, and the public.
• Ability to project professionalism in conducting all activities.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret a wide variety of instructions.
• Ability to summarize…