EMR HELPDESK SPECIALIST - FULLTIME

Job Description

Job Description

Description:

We Did It Again!

InterCommunity is a 2025 Healthcare Top Workplaces Winner!

VOTED by our incredible staff a TOP WORKPLACE for 12 YEARS — including 2025!

Join a Mission That Matters

InterCommunity, Inc. is a Federally Qualified Health Center Look-Alike (FQHC LA) committed to providing accessible, compassionate care to everyone — regardless of life situation or ability to pay.

We offer same-day primary care and a wide range of behavioral health services across our community health centers in:

281 Main St., East Hartford

40 Coventry St., Hartford

828 Sullivan Ave., South Windsor.

Our Addiction Services Division provides a full continuum of care, including:

• Primary care integration
• Residential detox and treatment
• Outpatient mental health and substance use services for adults and children
• Intensive outpatient programs
• Employment and community support
• Mobile crisis evaluations
• Judicial support services
• Social rehabilitation

Why Work With Us?

At InterCommunity, we believe your well-being matters — at work and beyond. That’s why we offer a comprehensive benefits package designed to support your health, financial security, and work-life balance.

All benefit- eligible employees of InterCommunity are eligible for Medical, Dental, Voluntary Vision, Group Life, Supplemental Life, Short-Term Disability and Long-Term Disability. (A benefit -eligible employee is one who is schedule to work a minimum of 30 hours per week.). In addition, all employees may contribute to our 401k and those who meet eligibility and service requirements will receive the company contribution. Benefits are effective on the first day of the month following date of hire.

Our Benefits Include:

• Work Life-Balance-Flexibility, generous Paid PTO, and paid holidays.
• Health & Dental insurance - flexible contribution options that includes 2 HDHP w/ HSA enrollment option or non-HDHP at a minimal cost to employees.
• Voluntary vision coverage.
• Employer-paid Short-Term Disability, Long-Term Disability, and Basic Life & AD&D.
• Supplemental Life Insurance available.
• 401(k) with 3% employer match + 3% employer contribution after 12 months and 1,000 hours worked
• Career advancement opportunities in a supportive, mission-driven environment.

Summary:

The EMR (Electronic Medical Record)/ EHR (Electronic Health Record) specialist will be working directly with staff of various levels and provide Tier 1/Tier 2 technical support of our EMR/EHR applications and systems. The candidate’s priority will be in our EMR software EPIC. The ideal candidate will have the self-motivation to become the subject matter expert on the EMR applications.

Essential Duties & Responsibilities:

• Provides Tier1/Tier2 Support ticket (JIRA), phone, email support to staff using Intercommunity’s software products; works closely with staff to resolve issues across multiple products/technologies, coordinating support with outside vendors (OCHIN) as required.
• Troubleshoots and diagnoses reported problems and works to understand and correct problems; builds rapport and elicits problem/request details from; reports progress/results to staff and management in a timely manner.
• Identifies EMR/EHR software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies and escalates as appropriate.
• Per policy, facilitate EPCS for providers, deletes documents, creates users, terminates users, and assists the staff in application management for edits, corrections and general system usage.
• Documents all contacts processed using software support system including problem, resolution and follow-up actions required.
• Coordinate with staff upcoming application enhancements and coordinate with and support the Training team on new enhancements.
• Using defined escalation methodology, escalates complex problems and/or complaints to Manager or third party outside contacts as directed.
• Develop recommendations for enhancements to company technology and communicate them to Manager.
• Becomes the subject matter expert on site for all EMR related support, process and policy issues, working with other stakeholders for future expansion of activity and program offerings.
• Performs related duties as required in support of client service goals.
• Participate in New Hire Orientation

*All agency staff are required to attend all mandatory department/agency meetings and trainings*

Schedule:

Monday - Friday, 8:30 PM - 5:00 PM

Education &/Or Experience:

Bachelor's degree or one (1) to two (2) years equivalent work experience; one (1) to three (3) years providing software support services required

Competencies:

• Time Management
• Decision Making
• Communication Proficiency
• Organization Skills
• Excellent customer service skills.
• Initiative to become a subject matter expert.
• Must be able to handle multiple priorities simultaneously.