IT Support Specialist

IT Support Specialist

Reports to: Director of IT

Status: Exempt (Salaried $54,000 - $65,000)

Job Purpose

The Systems Analyst is responsible for supporting, maintaining, and optimizing Heartland's health information systems under the direction of the Chief Operations/Administrative Officer. This position requires advanced knowledge of healthcare applications, system integrations, data management, and reporting to ensure team members have secure, efficient, and timely access to the information necessary to support high-quality patient care and organizational operations. The Systems Analyst is responsible for planning, analyzing, testing, developing, implementing, and maintaining end-user applications, system enhancements, workflows, and technology solutions. This role provides ongoing technical support, system optimization, troubleshooting, and training for physicians, nurses, allied health professionals, and non-clinical staff to maximize system performance, improve operational efficiency, and support organizational goals.

Duties and Responsibilities

• Manage the implementation, maintenance, optimization, and upgrade of clinical and business applications used throughout Heartland Community Health Center. Provide ongoing technical support by troubleshooting software, hardware, application, and system integration issues to ensure reliable system performance and minimal disruption to operations.
• Monitor system functionality, data integrity, and application performance to ensure information is accurately entered, retrieved, and maintained in accordance with organizational standards, regulatory requirements, and security and confidentiality guidelines, including HIPAA.
• Collaborate with end users to identify system issues, workflow inefficiencies, and enhancement opportunities. Analyze problems, develop solutions, coordinate with software vendors when necessary, and serve as a change agent to support continuous process improvement and successful technology adoption.
• Plan, coordinate, and monitor assigned technical projects, ensuring project timelines, budgets, deliverables, and organizational objectives are achieved.
• Develop, maintain, and deliver training programs for new and existing team members on information systems, software applications, electronic health record (EHR) functionality, IT equipment, and related technologies. Create and maintain user guides, workflow documentation, process maps, training materials, and other educational resources to support effective system utilization.
• Investigate and resolve complex, non-routine technical issues while recommending solutions that align with organizational strategies, operational goals, and industry best practices for systems development and application management.
• Ensure all system implementations, enhancements, and support activities comply with organizational policies, regulatory requirements, patient privacy standards, cybersecurity practices, and established system development methodologies.
• Lead and execute implementation plans for new applications, system upgrades, software releases, and technology initiatives through completion. This may require occasional travel between Heartland locations and work outside of normal business hours to minimize operational disruption.
• Provide end-user support by diagnosing application and system issues, implementing effective solutions, documenting incidents and resolutions, and utilizing reporting tools to monitor trends, evaluate outcomes, and identify opportunities for continuous improvement.

Qualifications Education and Experience

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Health Information Management, Healthcare Administration, Business Administration, or a related field required. Equivalent combinations of education and experience may be considered.
• Three (3) to five (5) years of progressively responsible experience supporting healthcare information systems, electronic health records (EHRs), or healthcare technology environments required.
• Experience implementing, configuring, maintaining, and optimizing healthcare software applications, including electronic health record (EHR) and practice management systems.
• Experience supporting eClinicalWorks (eCW) strongly preferred.

Knowledge, Skills, and Abilities

• Thorough understanding of healthcare information systems, application support, systems analysis, workflow optimization, software implementation, and project management principles.
• Experience with EHR template development, customization, testing, validation, and quality assurance processes to ensure data integrity and system accuracy.
• Strong proficiency in Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, Teams, SharePoint, and other business productivity applications.
• Experience planning and coordinating software implementations, system upgrades, testing, and application enhancements.
• Ability to analyze clinical and operational workflows, identify inefficiencies, and develop technology-based solutions that improve productivity, patient care, and organizational effectiveness.
• Excellent analytical, troubleshooting, critical thinking, and problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Strong organizational skills with the ability to manage multiple priorities, projects, and deadlines in a fast-paced healthcare environment.
• Excellent written, verbal, and interpersonal communication skills with the ability to communicate effectively with providers, clinical staff, leadership, vendors, and other stakeholders.
• Demonstrated commitment to providing exceptional customer service while maintaining professionalism, confidentiality, and accountability.
• Ability to work independently with minimal supervision while also collaborating effectively within multidisciplinary teams.
• Knowledge of medical terminology, healthcare operations, revenue cycle workflows, and clinical documentation preferred.
• Working knowledge of HIPAA, healthcare privacy and security regulations, cybersecurity best practices, and healthcare compliance requirements.
• Ability to maintain strict confidentiality and exercise sound judgment when working with sensitive patient and organizational information.
• Willingness to travel between Heartland locations and work occasional evenings or weekends to support system implementations, upgrades, maintenance, or organizational projects.

Working Conditions & Physical Requirements

• Requires prolonged periods of sitting, standing, walking, and moving throughout the workday.
• Requires frequent use of a computer, keyboard, mouse, telephone, and other standard office equipment for extended periods.
• Requires sufficient visual acuity to read printed materials, electronic documents, and computer screens, and to operate equipment associated with the position.
• Requires sufficient hearing and verbal communication skills to effectively communicate in person, by telephone, and through virtual communication platforms.
• Requires the ability to read, write, and speak English proficiently. Bilingual or multilingual abilities are preferred but not required.
• Requires manual dexterity and fine motor skills to operate computers, keyboards, and other office equipment, as well as frequent reaching, handling, and manipulating objects.
• Occasionally lifts, carries, pushes, or pulls items weighing up to 25 pounds.
• Requires occasional travel between Heartland Community Health Center locations and other business-related locations as needed.
• Work is primarily performed indoors in a climate-controlled office or healthcare environment.
• Regularly interacts with employees, providers, patients, vendors, and members of the public in both individual and group settings.
• May be exposed to unpleasant patient situations, stressful work environments, frequent interruptions, competing priorities, and occasional conflict situations requiring professionalism, sound judgment, and effective problem-solving.
• Must be able to adapt to changing priorities and perform effectively in a fast-paced healthcare environment.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position in accordance with the Americans with Disabilities Act (ADA).

Details

• Employment Status: Full-Time, Exempt
• Work Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m., or as required to meet the operational needs of the organization.
• Schedule Flexibility: Work hours and schedule may be adjusted by the supervisor to support organizational priorities, system implementations, upgrades, maintenance activities, or other business needs.
• Work Location: Primary work location is onsite at Heartland Community Health Center, with occasional travel between Heartland locations as required.
• Remote Work Eligibility: Eligible to work remotely up to 20% of scheduled work time in accordance with Heartland's Remote Work Policy and with supervisor approval.