Systems Support Specialist

CIFC Health a program of Connecticut Institute For Communities, Inc. is seeking to hire a full-time Electronic Health Record (EHR) Support Specialist. This position is responsible for providing frontline technical and application support for the organizations electronic medical record (EMR) system, eClinicalWorks (eCW), in a Federally Qualified Health Center (FQHC) and Teaching Health Center environment. It ensures smooth operation of the Electronic health record system. Under the supervision of the EMR Manager, the support specialist is responsible for providing direct support to all of the health center sites and staff, while limiting clinic workflow interruptions. The position works collaboratively across departments to support EMR utilization and maintain a positive user experience.

DUTIES AND RESPONSIBILITIES OF THE POSITION

Duties of the position are described in major functional areas listed below. Additional related duties may be assigned.

- Serves as the primary point of contact for EMR-related support requests.

-Support patients with patient portal related issues

-Provide timely, helpful and consistent responses and resolutions to all inquiries

-Provide effective and efficient support when interacting with end users to diagnose and problem solve issues in a way that limits workflow and staff interruptions

-Prioritize, document, track, and resolve helpdesk tickets in a timely manner.

- Escalate complex issues to EMR leadership or vendors (eClinicalWorks) as appropriate.

- Provides remote technical support to all departments from the EMR office and on site support to individual departments when required

-Utilize eCW support portal, place tickets to eCW, works directly with staged levels of eCW support depending on the reported issue.

-Work with our IT vendor and place tickets to coordinate network or equipment related needs

- Provide onboarding and ongoing EMR training for staff, demonstrates and trains EHR supported workflows

- Reinforce best practices for EMR use, adherence to HIPAA and data security and privacy policies, including Spher platform for medical record protection.

- Participate in testing, validation, and implementation of EMR upgrades, patches, and enhancements.

-Support the EMR Manager with maintaining the ticketing system (Zendesk), telehealth services and AI translation service.

- Support EMR-related compliance with HRSA, UDS, and other FQHC regulatory requirements.

- Serve as liaison between clinical staff, administration, IT, and EMR vendor.

- Participate in EMR related meetings, interdisciplinary meetings, as well as those meetings required by CIFC policy.

- Assist with implementation of new programs, services, or system changes.

- Perform other related duties and special projects assigned.

COMMITMENT:

We are committed to providing quality medical care and treatment that is coordinated and centered on the patients specific needs. We are recognized as a Patient Centered Medical Home and provide health care in a setting where patients are at the center of their care team. All employees of the Health Center are part of the patients care team and contribute to the team approach of promoting access, continuous, comprehensive care and work to provide quality improvement in the care provided to their patients.

KNOWLEDGE AND ABILITIES

• Knowledge (or capacity to rapidly require same) of FQHCs, and knowledge of Health Center administration. Knowledge of local resources, customs and language helpful. Excellent written and oral communication skills and superb customer service skills
• Problem solver and self-starter who is resourceful and takes initiative
• Comfortable working both collaboratively and independently
• Extremely organized with high attention to detail
• Abilities: Ability to provide assistance to all support staff, and patients, and to successfully assist with the management of a multifaceted Center and to work closely with others.

INTERPERSONAL SKILLS

• Ability to communicate ideas and instructions orally and in writing at a professional level.
• Ability to speak, read and write English at a professional level.
• Bilingual skills preferred (English/Spanish and/or English/Portuguese).
• Ability to exhibit patience and tact when communicating with patients, staff, management, vendors and the public.
• Ability to project professionalism in conducting all activities.

REASONING SKILLS

• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret an extensive variety of instructions.
• Ability to summarize conclusions and instructions, then make recommendations and develop implementation strategies.
• Ability to maintain strict confidentiality at all times, including the ability to recognize situations in which confidentiality is required.
• Ability to write reports and business correspondence.
• Ability to read, analyze and interpret general business journals and technical procedures.

EDUCATION AND EXPERIENCE

• Knowledge of Microsoft products
• Experience with Electronic Medical or Health Record Systems preferred (Significant training on eCW EHR provided)
• FQHC or Health Agency experience strongly preferred.
• Acceptable tuberculosis screening results, a clear criminal record check and an initial health exam are required post job offer and prior to employment.

PHYSICAL DEMANDS AND WORKING CONDITIONS

• May be required to lift up to 30 pounds.
• Some exposure to communicable diseases.
• Noise level in work environment may be moderate.
• Available for evening and/or weekend meetings in connection with the duties herein.
• Travel by car, bus, airplane or train associated with attendance at conferences meeting in and out of state, with some overnight travel required.

Benefits:

Competitive compensation commensurate on experience. Comprehensive fringe benefits package including health care coverage and retirement program. CIFC Health is a NACHC and a PSLF approved site, eligible for the submission of loan forgiveness applications. 13-paid holidays and paid time-off. Monday-Friday day-shift schedule. Mission-focused environment.

Compensation details: 42000-52000 Yearly Salary

PI8d6d138e2bcf-26289-41003660