EHR Application Support Specialist

Job Location:

Adelante Healthcare Center Support Office - Phoenix, AZ 85012, Position Type:
Full Time, Job Category:
Health Care

EHR Application Support Specialist provides escalated technical and application support for the EHR (Electronic Health Records) and related clinical systems across Adelante Healthcare. This role provides escalated technical support by resolving complex application workflows, access, and system issues while serving as a key liaison between the Service Desk, clinical operations, and the EHR Implementation and Training team. The position plays a critical role in ensuring reliable, secure, and user-centered EHR operations that support patient care, regulatory compliance, and organizational efficiency.

The EHR Application Support Specialist works closely with the Helpdesk IT Support Technicians, with an expanded focus on escalation, cross-team coordination, and deep organizational involvement in EHR optimization, implementation, and training initiatives.

Every Adelante Healthcare employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day. Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.

• Inclusion
• Nurture
• Service
• Purposeful
• Integrity
• Resilient
• Engaged

• Associate’s or Bachelor’s degree in Information Technology, Health Information Technology, Clinical Informatics, or a related field; or equivalent combination of education, training, and experience.
• Clinical experience (Medical Assistant or Front Office Assistant) preferred.
• Two (2) or more years of experience providing application, helpdesk, or technical support, preferably within a healthcare environment.
• Demonstrated experience supporting EHR systems, with Next Gen experience strongly preferred.
• Strong troubleshooting skills across application, workflow, access, and end-user issues.
• Ability to communicate effectively with technical staff, clinical users, and leadership.
• Experience working collaboratively across teams and serving as an escalation resource.

• Serve as an escalation point for Level 1 IT Support, resolving complex EHR application, access, workflow, and configuration issues.
• Maintain responsibility for assigned day-to-day service desk tickets and request fulfillment related to EHR and integrated clinical applications, while serving as a Tier 2 escalation resource for complex issues.
• Analyze, troubleshoot, and resolve incidents related to EHR, integrated clinical applications and supporting technologies.
• Identify root causes of recurring issues and recommend long-term corrective actions.
• Document resolutions, known issues, and workflows to improve first-contact resolution and knowledge sharing.

• Work closely with IT Support Technicians to provide guidance, mentoring, and technical direction related to EHR and clinical systems.
• Assist in triaging tickets, determining escalation criteria, and improving support workflows.
• Collaborate on end-user communication related to outages, known issues, and system changes.

• Act as an integral member of the Implementation and Training team, supporting system rollouts, upgrades, and enhancements.
• Provide hands‑on support during Go‑Live, optimization efforts, and major configuration changes.
• Assist with end‑user training, workflow validation, and adoption of EHR features.
• Support testing efforts for new builds, integrations, and system updates, including…