EHR Support Analyst

Job Description

At Virginia Garcia Memorial Health Center, we honor all members of our community and acknowledge the dignity of each person we serve. Our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve.

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary: The EHR Support Analyst plans, analyzes, modifies, and optimizes Epic EHR as it relates to EpicCare, Wisdom and Willow applications. The EHR Support Analyst serves as the initial point of contact for EHR technical support calls received by phone, e-mail, internal help desk system or other method. This position provides quality support for employees with a high degree of customer satisfaction. The EHR Support Analyst works with our partner organizations to resolve issues and optimize system/software use. This position collaborates with Executive Leadership, Clinic Leadership, and relevant VG teams to prepare, implement, evaluate, and test new or modified health application solutions, data structures, and decision-support mechanisms. The EHR Support Analyst provides educational support for providers, clinicians, and clinical support staff and assists with the implementation, education, upgrades, and post implementation support with a focus on all Epic system/software and other OCHIN-provided software tools (e.g., EpicCare, Dental Wisdom, Pharmacy Willow, Billing, practice management, etc.). EHR Support Analyst actively engages with the Epic Willow Support Analyst, collaborating closely to provide advanced technical support, guidance, and expertise in all matters related to the Willow application. This collaboration ensures seamless integration, optimal system performance, and superior patient care outcomes.

Essential Duties and Responsibilities:

• Deliver prompt and exceptional end-user customer support to VGMHC employees, employing advanced troubleshooting techniques, coaching, and consulting to ensure the highest level of customer satisfaction while strictly adhering to tight schedules.

• Exhibit expert proficiency in assisting healthcare professionals and staff in swift troubleshooting and resolving complex issues pertaining to the EHR system. Employ advanced diagnostic skills, address user queries with precision, and provide meticulous step-by-step guidance to expedite issue resolution.

• Spearhead and execute process improvement projects in a dynamic and collaborative team environment, showcasing exceptional leadership and project management skills to drive transformative changes and optimize operational efficiency.

• Foster and nurture key stakeholder relationships, both internally and externally, by seamlessly collaborating with other project managers, establishing strong rapport, and proactively maintaining open lines of communication to ensure project success and stakeholder satisfaction.

• Conduct rigorous and comprehensive testing of new software implementations, upgrades, and fixes, meticulously verifying correct operations, and conducting thorough error detection and resolution activities. Demonstrate an exceptional level of expertise in the Epic system, ensuring its flawless performance and user experience.

• Assume complete ownership and accountability for the submission, monitoring, and proactive tracking of Epic items using the JIRA reporting system and an internal Help Desk and Reporting system. Employ meticulous attention to detail and organizational skills to ensure effective management and timely resolution of issues.

• Provide on-site elbow support during the implementation of new software applications and system upgrades at each VG site, focusing intently on the Epic system. Exhibit outstanding technical prowess and adaptability to swiftly address challenges and ensure a seamless transition to new systems and functionalities.

• Collaborate closely with VG's training team to design and implement comprehensive training programs that enable users to leverage new functionality and upgrade rollouts effectively. Display outstanding facilitation skills and contribute expert insights to ensure the highest level of user proficiency and adoption.

• Demonstrate unwavering commitment and direct support to clinical operations and patient care teams, playing a pivotal role in facilitating the successful integration, acceptance, and optimal utilization of new software applications within the clinic environment. Provide exceptional guidance and support to enhance clinical workflows and maximize the delivery of high-quality patient care.

• Undertake project management responsibilities for small to medium projects or sub-projects, displaying exceptional organizational skills, strategic thinking, and resource management capabilities to ensure successful project outcomes.

• Develop comprehensive workflow maps (Visio) and training documentation that accurately capture and articulate changes, employing a meticulous attention to detail and a deep understanding of business processes to enable seamless knowledge transfer and adoption.

• Conduct extensive feasibility studies on office automation, encompassing in-depth workflow analysis, space design considerations, and comprehensive cost comparison analysis. Demonstrate exceptional analytical skills and forward-thinking insights to drive informed decision-making and maximize operational efficiencies.

• Cultivate a collaborative and proactive approach with clinic leadership and users to identify opportunities for operational efficiencies, clinical practice support, and improved health outcomes. Employ advanced problem-solving skills and industry knowledge to revolutionize clinic operations and enhance patient care delivery.

• Exhibit unwavering dedication in identifying and troubleshooting application issues as they arise, assuming complete ownership of problems and persistently driving them to full resolution. Skillfully escalate complex issues through various levels while ensuring effective communication and stakeholder management.

• Vigilantly monitor and track resolution of system error pools, such as refill, E-prescribing, results, and order transmittal errors. Demonstrate exceptional problem-solving skills and a relentless commitment to error resolution, minimizing disruptions and optimizing system performance.

• Display exemplary proficiency in modifying and customizing commercial software applications to align seamlessly with internal needs, leveraging advanced technical skills and adaptability to tailor solutions that optimize system performance and user experience.

• Meticulously update and maintain member-managed system setups, including the provider master file, letter templates, Smart Phrases, and other service area files. Demonstrate exceptional attention to detail and accuracy in managing critical system configurations to ensure data integrity and operational efficiency.

• Collaborate extensively with staff to provide expert support for service area preference lists and Smart Tools, employing advanced knowledge and troubleshooting capabilities to address user needs and maximize the utilization of system features.

• Forge a strong partnership with OCHIN and advisory workgroups to drive continuous optimization of the system through the effective implementation of new features and upgrades. Exhibit exceptional collaboration and influence skills to ensure successful adoption and utilization of enhanced functionalities.

• Collaborate closely with OCHIN in comprehensive testing of new features and upgrades prior to implementation, showcasing exceptional attention to detail and meticulous testing methodologies to ensure system integrity and optimal user experience.

• Actively participate in monthly OCHIN meetings with peers, leveraging the opportunity for best practice sharing, knowledge exchange, and continuous learning to stay at the forefront of industry advancements and emerging trends.

• Actively engage in other relevant workgroups, including Integration, Claims/Billing, Reporting, Clinical, and Operations, showcasing a proactive approach to collaboration, knowledge sharing, and leveraging cross-functional expertise to drive organizational success.

• Conduct thorough evaluations of software solutions and recommend improvements or upgrades based on in-depth analysis and critical assessment of their performance and alignment with organizational needs.

• Take ownership of creating and maintaining Epic user accounts, Provider Master Files (PMFs), Remote Access, LabCorp Link, Haiku/Canto, and Nuance Dragon Speak, demonstrating an exceptional level of precision and accuracy to ensure seamless user access and optimal system performance.

• Collaborate closely with VG Communications team to develop, schedule, and deploy CareMessage patient text message outreach, employing advanced technical skills and effective communication to enhance patient engagement and improve care delivery.

• Assume responsibility for creating and maintaining CareMessage user accounts while providing expert technical support, ensuring seamless operation and user satisfaction with the platform.

• Collaborate extensively with OCHIN and VG Communications team to maintain and update VG MyChart website and application, demonstrating exceptional attention to detail and technical expertise to ensure a user-friendly and up-to-date patient portal experience.

• Exhibit outstanding proficiency in adding, removing, and troubleshooting workstations and printers, ensuring uninterrupted operations and seamless connectivity. Communicate hardware moves promptly to IT to facilitate updated network diagrams and optimal network performance.

• Maintain updated Order Transmittal destination maps as needed, showing exceptional attention to detail and accuracy to ensure efficient and error-free transmission of orders.

• Thoroughly review OCHIN alerts or notifications and service/enhancement packs, extracting relevant information and disseminating it to end users promptly. Showcase exceptional communication skills and proactive engagement to keep stakeholders informed and drive optimal system utilization.

• Demonstrate unwavering commitment to staying abreast of advancements and best practices in EHR systems, healthcare technology, and regulatory requirements. Actively participate in conferences, webinars, and advanced training sessions to continuously enhance knowledge and skills related to EHR support, showcasing a relentless pursuit of professional growth and excellence.

• Perform other duties and projects as assigned.

• Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

HIPAA Requirements: The EHR Support Analyst will have access to PHI in the course of his/her duties. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include: all sections of the medical record, patient demographic information