ECW Support Specialist

Description

Washington, DC | On-Site| $60K - $65K | Washington Post Top Workplace (8x winner)

Community of Hope is seeking a ECW Support Specialist to make a lasting impact on how care is delivered at Community of Hope. The ECW Support Specialist provides first-line and second-line support for eCW users across clinical, administrative, and billing departments. The ECW Support Specialist will be responsible for efficient and timely hands‑on troubleshooting, issue resolution, and escalation of eCW‑related issues, works closely with end users to provide education, guidance, and workflow support to maximize effective use of eCW functionality and will provide end‑user education and training to promote effective utilization of eClinical

Works features, workflows, and best practices. This position is located at our Conway Health and Resource Center in SW DC.

• We celebrate people’s strengths and acknowledge the impact of trauma on people’s lives.
• We embrace diversity, welcome all voices, and treat everyone with respect and compassion.
• We lead and advocate for changes to make systems more equitable.
• We strive for excellence and value integrity in all that we do

• Serves as a primary point of contact for issues and requests relating to eCW.
• Responds to end-user requests for issue resolution.
• Creates, monitors, and updates support tickets with eCW and other vendors as needed.
• Assists users with accessing and running standardized reports within eCW.
• Supports reporting requests and escalates advanced reporting needs as appropriate.
• Assists with patient safety notifications and communication of relevant eCW advisories.
• Participates in workflow reviews with clinical, administrative, finance, and operational departments.
• Provides feedback and recommendations regarding usability and workflow improvements.
• Assists with testing of new patches, upgrades, interfaces, and enhancements.

• High School Diploma required;
• Minimum 2 years supporting an enterprise‑class Electronic Health Records system, with at least one of those years supporting eClinical
  
  Works.
• Experience with desktops, laptops, and other portable devices required.
• Strong knowledge of HIPAA rules and regulations.
• Strong written and oral communication skills.
• Excellent technical diagnostic and analytical skills and a consultative and collaborative approach to problem solving.
• Must be flexible, self‑directed, and able to prioritize multiple tasks.
• Attention to details and analytical skills.
• Ability to comprehend criticality of issues and escalating accordingly while maintaining a high degree of urgency.
• Team player with ability to communicate effectively both orally and in writing with all levels of clinical, administrative and support staff.

• Associate's or Bachelor's degree preferred.
• Previous experience in a Federally Qualified Health Center preferred.

• 8 x Washington Post 150 Top Workplaces winner
• 8‑hour workdays with paid lunch
• 3 weeks vacation (additional week after two years), 2 weeks sick leave, + 11.5 paid holidays and one personal floating holiday on an annual basis.
• Annual performance‑based raises, up to 5% of your annual pay
• Tuition reimbursement & loan repayment (NHSC & DCHPLRP), Licensing reimbursement & CEU funding
• Medical, dental, vision, life & disability insurance + 403(b) retirement
• Leadership development, internal promotions and career growth opportunities
• A culture grounded in equity, compassion, and well‑being

Community of Hope is a mission‑driven, innovative, rapidly growing nonprofit, and Federally Qualified Health Center. For over 45 years, we have provided health and housing services, perinatal care coordination, and community…