EHR Helpdesk Technician

Job Type

Full-time

Description

Nexus Family Healing is looking to hire a Electronic Health Records Helpdesk Technician to join our fantastic team!

For more than 50 years, Nexus has empowered thousands of children, families, and adults to find hope and healing. What started in 1972 as a single program in Minnetonka, Minnesota has grown into a nationally recognized network across five states. As a progressive leader in youth and family mental health, we're driven by a clear mission: to close gaps in care and create brighter futures for those we serve.

At Nexus Family Healing, we embrace diversity, promote equity, and foster inclusion. As a national mental health organization, we serve a diverse group of youth and families, and we strive for our workforce to support and represent that diversity.

Pay and Schedule:

• Full-time Hybrid opportunity within one of our operating states: MN, ND, IL, MD, OR
• Starting Pay range: $27-31 per hour

Nexus' Comprehensive Benefits Include:

• Four weeks paid time off (PTO) in the first year of employment
• Multiple options for health insurance coverage
• No-cost life insurance
• Short/long-term disability insurance
• 401k match
• NEW - Talkspace Therapy Benefit for the whole family
• NEW - Hinge Health Benefit for the whole family
• NEW - Carrot Fertility Benefit
• Tuition assistance and training opportunities
• Advancement pathways and internal promotion
• And much more!

Position Summary: Our EHR Helpdesk Technician manages the day to day first-tier technical support requests and ticketing questions and resolution, for the Electronic Health Records department. This role utilizes and manages Nexus' EHR ticketing system and provides support for all internal clients. This position supports Nexus agencies and the home office in receiving, responding to, and troubleshooting first tier technical issues relating to EHR systems while providing exceptional customer service.

Primary responsibilities:

Operational, Technical & Ticketing Support

• Serves as the primary point of contact in receiving, responding to, and resolving first-tier tickets in the Electronic
• Health Records (EHR system) for agency and home office internal clients while remaining flexible and adaptable.
• Listens intently to internal client technical issues or questions; confirms understanding of the issue and provides exceptional customer service while emulating Nexus' ICARE values in all conversations and interactions.
• Communicates with internal clients in a clear, objective, and professional manner; exhibits articulate written and oral communication, demonstrating and balancing a sense of urgency with a high degree of emotional intelligence.
• Creates new tickets within the system according to EHR processes; clearly, objectively, and articulately documents the details of each technical issue within the ticket.
• Troubleshoots technical issues by following EHR systems procedures; collaborates with EHR team members as necessary to escalate or resolve technical issues and follows up with the internal client to communicate resolution.
• Opens, manages, and monitors tickets relating to system errors, form testing and form changes, permission activations, staff changes, general questions, and addressing documentation or processing errors.
• Communicates and collaborates with Information Technology (IT) team and personnel as needed relating to integration, network, or technical challenges.
• Develops and executes reports out of the EHR system at the request of Director of Electronic Health Records and Nexus leadership; adjusts reporting specifications as needed and presents data in an informative and objective manner.

Process & Documentation

• Works with Nexus agencies to ensure continuity of system use and ticket creation and resolution; consistently applies Electronic Health Record processes and policies.
• In collaboration with the EHR Team, provides input and feedback around EHR documentation, processes and workflow; co-authors and edits the process documentation for ticket creation and resolution.
• Identifies and proposes solutions for common first tier problems seen by end-users and ensures an effective solution is provider to the end user.

Education & Training

• Provides introductory education and training to EHR system end-users on how to login, access records, use forms, save records, and leverage system functionality.
• Creates and co-authors education/end-user training sessions and training materials including end-user HOW TO's for basic day to day operations and present or co-present training on a group or individual basis.

Policy, Training & Compliance

• Understands and abides by HIPAA, MN Law and company policies relating to client health and personal information; performs job functions while observing confidentiality and privacy.
• Demonstrates professionalism and work accountability - emulates a spirit of cooperation among team members and complies with home office policies and procedures.
• Adjusts and adapts to the businesses changing work needs and demands and willingly provides direction and/or…