EHR Help Desk

The EHR Help Desk serves as the first point of contact for employees seeking assistance with the organization’s Electronic Health Record (EHR) systems. This role provides first-level (Level
1) EHR/technical and functional support, responding to issues and inquiries via phone, email, and electronic ticketing systems to ensure timely and effective resolution. The EHR Help Desk works closely with EHR Analysts, Director of HIS, IT staff and other EHR team members to triage issues, elevate complex cases, coordinate schedules and support ongoing projects. This position is critical to maintaining day-to-day EHR operations, supporting staff productivity, and ensuring a high standard of customer service while maintaining HIPAA compliance.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as the primary point of contact for the HIS/EHR team via phone, email, and electronic ticketing systems.
• Receive, triage, and document employee EHR issues by gathering relevant details and accurately recording information in the ticketing system.
• Perform initial troubleshooting and diagnostic steps to resolve common and Level 1 EHR issues.
• Escalate unresolved, complex, or system-level issues to the EHR Analyst or Director of HIS, following established escalation procedures.
• Deliver consistent, professional, and empathetic customer service when supporting employees.
• Create and manage new hire user accounts across all EHR environments and associated systems.
• Process employee terminations by disabling or removing access across EHR platforms and related system integrations.
• Maintain accurate documentation of all EHR support interactions, actions taken, and resolutions.
• Monitor, manage, and update help desk tickets to ensure timely resolution and compliance with established service level agreements (SLAs).
• Follow up with employees to confirm issue resolution and satisfaction.
• Identify recurring issues or trends and report findings to the Director of HIS for continuous improvement.
• Complete routine and monthly maintenance tasks within EHR systems as assigned.
• Assist with testing, configuration, validation, and implementation of EHR software upgrades and enhancements.
• Provide backup coverage or project support for other HIS or EHR team members as needed.
• Collaborate with EHR and Technical teams on departmental projects and initiatives.
• Maintain HIPAA compliance and data security standards in all support and system interactions.

• Working knowledge of Microsoft Word, Excel, PowerPoint, and Microsoft Project.
• Strong technical aptitude and foundational IT skills.
• Detail-oriented with strong organizational, documentation, and time-management abilities.
• Excellent verbal and written communication skills with the ability to work effectively with diverse personalities and roles.
• Availability for after-hours or on-call support during emergencies or scheduled system maintenance.
• Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.