EHR Support Analyst

EHR Support Analyst (ESA)The EHR Support Analyst (ESA) is responsible for supporting the Health Center's Electronic Health Record System (Epic). Our ESA team acts as our first point of contact between end users on all EHR issues, delivering training, coaching, and technical assistance, and aligning Epic's functionality with the Health Center's needs. The ESA provides ongoing education, helps optimize workflows, and supports the overall success of operations. The ideal candidate thrives in a fast-paced environment and excels at problem-solving, communication, and fostering positive relationships with members and internal teams. This is a hybrid remote/in-person position that requires on-site presence at multiple Health Center locations in Manhattan and Queens, 3 to 4 days a week.Responsibilities:Provide direct, daily support to clinical, operational, and patient care teams to ensure effective and efficient use of Epic applicationsTroubleshoot and resolve application and equipment issues, ensuring ownership of each issue through full resolution. Escalate to the OCHIN Help Desk or submit JIRA tickets when needed, including providing necessary technical or workflow detailsCommunicate resolutions back to users and ensure issues are fully understood and closedMaintain and update select Epic configuration such as preference lists, SmartPhrases, provider records, letter templates, and related master filesManage assigned error queues and In Basket poolsPartner with clinicians and follow established EMR/PM processes to support:Requests for new diagnoses and procedure codesRequests for additional charting toolsEnhancements to existing or new clinical workflowsWork with clinic leadership and end users to identify operational and clinical workflow improvements that enhance efficiency, care quality, and user experienceCollaborate with OCHIN and internal stakeholders through governance committees to adopt and optimize new Epic features and upgradesParticipate in testing of new functionality and system updates prior to deploymentServe as an Epic subject-matter expert in clinic meetings and act as a liaison between the CBWCHC and OCHINPerform other duties as assignedMinimum Qualifications:Required: Bachelor's degree in IT, Health Informatics, Healthcare, or related field (or equivalent experience)At least 5 years of Epic experience, preferably in a healthcare setting focused on underserved communitiesSolid understanding of healthcare operations and change managementExperience with Federally Qualified Health Centers (FQHCs) is a plusAble to multitask with excellent written and oral communication skills, strong attention to detail, and the ability to work effectively both independently and as part of a teamParticipation in rotating on-call schedule, including weekends or evenings as neededMust be available to work on-site 3 to 4 days a weekPreferred: EPIC application analyst certification or proficiency is a plusBenefits:Medical insuranceEmployer-paid dental, vision, disability and life insurance403(b) retirement savings planFlexible spending accounts for transit, parking, health and dependent carePaid time off (28 days for the first year of employment)Employee Assistance ProgramEmployee Discount ProgramsTuition reimbursement for eligible employees, andThe Health Center is qualified for Public Service Loan Forgiveness (PSLF) program