EHR Support Specialist

EHR Site Support Specialist

Are you looking for an opportunity to do amazing work helping others? You've come to the right place. Let's make a difference!

Primary Health Care (PHC) was founded in 1981 by Dr. Bery Engebretsen in Des Moines, IA. Our mission has remained unchanged since that time, to provide healthcare and supportive services to all, regardless of insurance, immigration status, or ability to pay.

Based on the needs of the communities we serve, PHC offers a spectrum of medical and dental services including family practice, behavioral health, HIV care and services, and pharmacy. PHC's Homeless Support Services is the entry point for serving people experiencing homelessness in Polk County. Enabling services are available to help patients with benefits enrollment, case management, transportation, translation, and patient education. We currently have locations in Ames, Des Moines, & Marshalltown.

The EHR Site Support Specialist (ESSS) is responsible for overall EMR system support and maintenance. They will serve as the main liaison and point of escalation between OCHIN and end-users. The ESSS will be part of a team working to ensure EMR support, training, and knowledge transfer to Super Users and staff. The ESSS is also responsible for the training and support of all clinical and administrative personnel in various healthcare specialty groups and will create training documentation & curriculum. The ESSS will perform clinical training for new hires and ongoing end-user training during system changes/upgrades. The candidate will also participate in the interpretation & documentation of system changes, user requirements, and quality assurance testing to ensure end-user requirements are met with a focus on efficient clinic workflow. This position will interact with physicians, providers, site managers, medical directors, and other associated teams.

What You Will Be Doing

1. Provide administrative and clinical support to staff and promote the best use of systems. Provide end-user customer support to employees, through troubleshooting, coaching, and consulting, with a high degree of customer satisfaction, and on schedule
2. Provide support for upgrades and workflow optimization. Support and educate users in creating customization within EPIC. Review OCHIN alerts or notifications and review service/enhancement packs. Maintain provider and workstation information to ensure workflows are working as expected.
3. Create and maintain user accounts along with specialty information. Add, remove, and/or troubleshoot workstations and printers.
4. Monitor ticket queues of support issues and triage and resolve accordingly. Monitor various work queues to identify any system issues that may arise.
5. Perform various chart-related tasks to ensure data is clean and reportable.
6. Work closely with cross-functional stakeholders to evaluate and approve system updates. Participate in regular meetings to collaborate with other clinics in upcoming changes and system uses.
7. Perform other duties as requested.

Qualifications You Will Bring

• Bachelor's Degree in Health Information Management or related field. Team leadership/management experience.
• 2 years of experience in a healthcare setting or 1 year of experience developing and facilitating training for adult learners.
• Familiarity with medical terminology.
• Proficiency with Microsoft applications, including Word and Excel.
• Ability to develop and maintain a respectful, caring, tolerant, ethical, and empowering relationship with individuals having different learning styles.
• Ability to communicate effectively in person, by phone and in writing.
• Ability to develop and present training to a varied adult learning styles.
• Requires adherence to all policies and procedures, including but not limited to standards for safety, attendance, punctuality and personal appearance.
• Ability to establish and maintain effective working relationships with clinicians, clinical support staff, social services staff, management and peers.
• Ability to maintain effective and organized systems to ensure timely data reporting.
• Strong verbal and written communication skills.
• Adaptability to maintain a high standard of courtesy, customer service and cooperation in dealing with coworkers, patients, clients, and community partners.
• Adaptability to accepting responsibility for the direction, control, or planning of an activity.
• Adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Capacity to maintain accurate records and exercise discretion in handling confidential information.
• Possesses, acquires and maintains the technical/professional expertise required to do the job effectively. Demonstrates knowledge through problem solving, applying professional judgment and competent performance.
• Organizes work, sets priorities, and determines resource requirements; determines the necessary sequence of activities needed to achieve goals.
• Adheres to the values of integrity, compassion, access, respect, and excellence in carrying out work duties.

Preferred Qualifications and Skills

• 1 year of experience in a medical office setting.
• Experience with healthcare software applications including electronic medical records, practice management software, and laboratory interfaces.

We Take Care of Our People

Your experience and skills determine your base pay. The hiring range for this position is typically $51,600 - 64,500 though highly experienced candidates may earn up to $77,400 annually. PHC also offers a comprehensive benefits package, including:

• Generous PTO accrual (equal to 4 weeks at end of 1st year) plus paid holidays
• License/certification fee reimbursement
• Paid time off for continuing education & continuing education reimbursement
• Tuition reimbursement program
• 401k with company match
• Medical insurance - PHC Pays, on average, 80% of medical premiums for all plan types (employee, employee + family, etc.)
• Dental insurance
• Vision insurance
• Life & disability insurance
• Flexible spending & health savings accounts
• Supplemental accident & critical illness insurance
• Discounts on pet insurance