EHR Support Analyst

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.

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary:

The EHR Support Analyst plans, analyzes, modifies, and optimizes Epic EHR as it relates to Epic Care, 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., Epic Care, 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…