EHR Support Coordinator

Who We Are Neighborhood Health Center is a non-profit organization local to Portland, OR serving underserved patients in the areas of primary care, internal medicine, dental services and more. Our patient-centered approach to care honors the unique needs and circumstances of each individual patient. NHC sees people, not problems, and recognizes that the time spent as a patient in a doctors office is only one factor in a persons overall health. Our leading edge, integrated clinical teams work in partnership with patients, their families, and the communities we serve to provide whole-person care, prevention, and ongoing support. NHC is an Equal Opportunity Employer. We celebrate differences in the workplace and do not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (sex), national origin, age, veteran status, sexual orientation, gender identity, disability, genetic information or any other characteristic protected by law. Why work with us? We are a non-profit organization, passionate about providing the underserved population with medical and dental services across the greater Portland area, committed to making a difference daily. We offer our employees a competitive compensation and benefits package which includes 20 days of PTO (based on full time employment), 9 paid holidays, health/dental/vision insurance, quarterly wellness reimbursements, generous 401k retirement plan with employer match, employer paid disability insurance, EAP and life insurance. Our employees voted NHC a Top Workplace in 2020, 2021, 2022, 2023, 2024 and 2025! Job Title: EHR Support Coordinator Department: Administration Reports To: Epic Manager Work Type: Hybrid Classification: Full Time, Non-Exempt Language Differential: Ineligible Summary The EHR Support Coordinator is an entry-level role responsible for providing frontline support for Epic EHR users across the organization. This position assists with ticket triage, onboarding support, account maintenance, documentation management, and basic troubleshooting while developing foundational knowledge of Epic workflows, healthcare operations, and information systems. The EHR Support Coordinator works closely with clinical, operational, and technical teams to support end users and ensure efficient use of the electronic health record system. This role is designed as a growth opportunity and feeder position for advanced Epic support, training, reporting, technical, or application analyst pathways. Essential Duties & Responsibilities Help Desk & User Support Serve as the first point of contact for Epic-related support requests by triaging, documenting, and escalating tickets as appropriate. Monitor support inboxes, ticketing systems, and phone queues to ensure timely response and resolution. Provide basic troubleshooting support for Epic workflows, access issues, and general application questions. Account Management & User Maintenance Assist with user onboarding, role changes, account deactivations, and basic personalization support. Support provider and resource scheduling template maintenance under supervision. Maintain accurate user records and access documentation in accordance with organizational policies. Training & Onboarding Support Provide at-the-elbow support during onboarding, go-lives, upgrades, and optimization initiatives. Collaborate with Epic Trainers and operational teams to support onboarding activities and classroom preparation. Reinforce workflow standards and best practices during user support interactions. Documentation & Knowledge Management Create, maintain, and update workflows, tip sheets, training materials, and internal knowledge base documentation. Maintain SharePoint document libraries and ensure documentation remains current and accessible. Device, Software & Licensing Support Assist with maintaining accurate records for workstations, printers, software licenses, and user assignments. Support coordination of Epic-related devices and end-user access needs. System Support & Continuous Learning Participate in testing and validation activities as assigned. Maintain a working knowledge of Epic EHR functionality and general computer applications. Demonstrate a commitment to ongoing learning and professional development in healthcare IT and Epic systems. Perform other duties as assigned. Qualifications Education And/or Experience Associate degree or equivalent combination of education and experience required; Bachelor’s degree preferred. One (1) year of Epic experience required; OCHIN Epic experience preferred. Clinical, healthcare operations, or healthcare support experience strongly preferred. Demonstrated interest in healthcare technology, informatics, or Epic systems required. Knowledge, Skills, Abilities & Behaviors Strong customer service and interpersonal skills. Effective problem-solving and organizational abilities. Ability to learn quickly in a fast-paced, highly collaborative healthcare environment. Strong verbal and written communication skills. Ability to work effectively with clinical, operational, and technical teams. Basic understanding of service desk or ticket management processes preferred. Proficiency in Microsoft Office Suite and Adobe Acrobat. Ability to maintain confidentiality and handle sensitive information appropriately.

WORKING CONDITIONS

This is a full-time position that typically works Monday through Friday, 8:00 a.m. to 5:00 p.m. Hybrid work schedule may include both remote and onsite responsibilities. Travel to clinics or other organizational locations may be required for meetings, onboarding, training, or support activities. Work is primarily performed in an office environment with a moderate noise level. Regularly required to sit for extended periods while working at a computer. Frequently required to use hands and fingers to operate office equipment and enter data. Frequently required to stand, walk, collaborate with staff, and use office equipment. Must be able to read from a computer screen for extended periods and distinguish between colors, shades, and brightness. Occasionally required to stoop, bend, and lift or move equipment or supplies weighing up to 25 pounds regularly and up to 50 pounds occasionally. Neighborhood Health Center Employment Offers are contingent on successful completion of reference checks, background checks, drug screening for illegal substances, Tuberculosis, and any position specific credentialing or licensure requirements. #J-18808-Ljbffr Neighborhood Health Center