Helpdesk Specialist

Electronic Medical Record Helpdesk Specialist EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. The EMR Helpdesk Specialist serves as the first point of contact for all Electronic Medical Record (EMR/EHR) system support and is responsible for maintaining a strong working knowledge of the EMR system and related applications. This position combines helpdesk support, application expertise, and data system responsibilities to support system functionality, user needs, and organizational reporting requirements. Responsibilities include troubleshooting user issues, managing helpdesk tickets, supporting workflows, assisting with reporting and data transactions, and providing training to end users. The EMR Helpdesk Specialist collaborates with internal staff, IT team members, and external vendors to ensure a stable, efficient, and compliant EMR environment and contributes to ongoing process improvement efforts.

JOB DUTIES:

Helpdesk & User Support Serves as the primary point of contact for EMR-related support requests and trouble calls. Troubleshoot, resolve, and **escalate** issues in a timely and professional manner. Monitor, track, and manage helpdesk tickets using the established ticketing system and processes. Maintain accurate documentation of issues, resolutions, and system changes. Communicate effectively with both technical and non-technical users across multiple platforms. EMR System Operations & Vendor Coordination Maintain a working knowledge of all aspects of the EMR system, including workflows and functionality. Support day-to-day EMR system operations, maintenance, and optimization. Work directly with the EMR vendor to resolve system issues and support system enhancements. Participate in system testing, upgrades, and implementation efforts. Assist with user access requests and system configuration tasks as needed. Data Management, Reporting & Transactions Support EMR reporting tools and assist staff in accessing and interpreting data. Perform and/or monitor required data transactions and submissions in compliance with state and federal requirements. Assist with ensuring accuracy, completeness, and integrity of data within the EMR system. Maintain documentation related to data processes, workflows, and reporting requirements. Training, Documentation & User Engagement Provide onboarding and ongoing training for EMR users. Develop and maintain end-user documentation and training materials. Support or coordinate user group meetings, including agendas, minutes, and supporting materials. Translate system functionality into clear, user-friendly guidance. Process Improvement & Collaboration Analyze helpdesk trends and user issues to identify opportunities for workflow and system improvements. Collaborate with cross-functional teams to improve EMR processes and user experience. Strive for high levels of customer service, responsiveness, and consistency in support delivery. Participate in IT projects and organizational initiatives as needed. Support coverage for all other aspects of the IT department areas. Position Requirements Associate or bachelor’s degree in Information Technology, Computer Science, Health Information Systems, or related field preferred. 2+ years of experience in helpdesk support, application support, or healthcare IT required. Experience supporting EMR/EHR systems strongly preferred. Experience with data management, reporting, and database systems preferred. Equivalent combination of education and experience may be considered. Knowledge, Skills, and Abilities Knowledge of helpdesk ticketing systems. Strong troubleshooting and problem-solving skills. Understanding of EMR workflows and healthcare data preferred. Ability to manage multiple tasks and competing priorities. Strong communication and documentation skills. Ability to train and support users effectively. Customer service-oriented mindset with strong interpersonal skills. Strong emphasis will be placed on prior work experience managing multiple tasks that have competing priorities. Demonstrated excellence with managing communications. Demonstrated experience with active participation in workplace change to create efficiencies within own work as well as others. Work experience in the health care electronic medical system is desirable. Must possess a valid driver’s license and provide own transportation to and from meetings and activities at varying work locations including all agency locations in Lake, Mason and Oceana Counties. Lived experiences with mental illness/developmental disabilities/substance use disorders are valued. Full-Time/Part-Time Full-Time Pay Range $44,576 - $62,836 Position Helpdesk Specialist Location Ludington This position is currently accepting applications. #J-18808-Ljbffr WEST MICHIGAN COMMUNITY MENTAL HEALTH SYSTEM