EHR Application Support Specialist

EHR Application Support Specialist


C2C pay rate (no flexibility) - $40.50/hour

End-client - Virginia Department of Health (VDH)

Duration of contract - 6-12+ months

Hybrid role in Richmond, VA.

‼Also, I want to stress that only local candidates will be considered. If possible, send proof of residence with your resume - driver's license, state-issued ID , or copy of rental agreement/deed are strongly preferred (one page); no utility bills will be accepted.


‼Again, please do not send resumes longer than 4 pages.


The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR-related areas. This position will provide technical expertise to the end users, help troubleshoot issues, and configure settings, among other functions.


The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR-related areas. This position will provide technical expertise to the end users, help maintain EHR-related activities, including troubleshooting issues, configuring settings, and setting up users, among other functions.


The EHR EU Support Specialist is responsible for providing Tier 1 (first call resolution) support to all EHR end-users, EHR-related clinical and patient accounting applications.


This role plays a vital role in supporting the successful implementation and sustainment phases of the client's Electronic Health Record initiative and helps ensure deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.



Specific Duties:
-Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
-Triages end-user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
-Must understand Local Health Department EHR policies, procedures, and workflows, and Oracle Health-specific procedures to resolve issues.
-Acquires and maintains a general and clinical knowledge of the client and related software applications.
-Attends professional development training as instructed.
-Maintains necessary technology skills to perform common client-specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.

-Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each facility
-Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
-Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance
-Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
-Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors
-Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
-Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
-Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
-Site Health Dashboards and associated metrics to monitor performance and identify potential issues
-Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
-Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
-Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.


-Application Support Experience. Required 5 Years
-Oracle Health Millennium Cerner EHR experience, Highly 3 Years
-Strong technical troubleshooting skills for hardware, software and basic network issues. Required 3 Years
-Experience using ServiceNow or other ITSM tools. Highly 3 Years
-Experience supporting remote users. Required 3 Years
-Strong written and oral communication skills. Highly 3 Years
-Ability to handle multiple competing priorities and multitask efficiently in a dynamic, fast-paced environment. Required 3 Years
-Demonstrated commitment to exceptional customer service with individuals of varying technical knowledge. Required 3 Years