Electronic Medical Record Helpdesk Specialist
West Michigan Community Mental Health System
Job Description
Job Description
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.
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