EHR Support Analyst

Under general supervision of the department manager. The Healthcare Electronic Health Records (EHR) Support Analyst plays a crucial role in ensuring the efficient operation and support of the EHR system within a healthcare organization. They are responsible for resolving system issues, providing technical support to end-users, and assisting in the ongoing improvement and optimization of the EHR system, leveraging their knowledge of healthcare industry standards and practices. This role will work closely with the OCHIN Vendor in supporting the delivering of ongoing education and coaching and will connect system functionality with operational needs and success metrics. This job class is treated as FLSA Exempt. Essential Functions: Essential functions may vary among positions, but may include the following tasks, knowledge, abilities, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification. ESA Program Participation & Support Contributes to the development and ongoing improvement of the EHR Support Analyst (ESA) program. Supports ESA program activities, ensuring goals are met in customer satisfaction, quality, and safety. Takes ownership of assigned tasks or workstreams with minimal guidance. User Support Provide first-line support to end-users (providers, nurses, administrative staff). Resolve login, access, and workflow issues independently; elevate complex or high-priority problems appropriately. Support day‑to‑day troubleshooting across multiple Epic modules at a working knowledge level. Serve as a resource for staff and patients on routine Epic workflows and processes. Issue Resolution & Problem Solving Identify, analyze, and resolve routine to moderately complex technical and workflow issues. Document findings, provide context, and elevate complex issues to senior staff, IT, or vendors. Apply problem‑solving skills to recurring issues and suggest process improvements. Documentation, Training & Knowledge Sharing Develop and maintain tip sheets, guides, and support documentation with limited supervision. Deliver informal training and peer‑to‑peer coaching for staff on Epic workflows and system use. Participate in training material design and contribute to improving end‑user resources. System Configuration & Optimization Assist with basic configuration requests and workflow adjustments in Epic. Validate that system changes align with organizational workflows and best practices. Participate in optimization activities to improve efficiency and user experience. Testing, QA & Change Requests Participate in testing of release notes, patches, and enhancements. Execute assigned UAT scenarios, validating workflows after updates to ensure accuracy and compliance. Provide feedback on system performance and usability. Compliance & Security Ensure adherence to HIPAA and data security standards. Monitor access and report potential compliance issues to leadership. Reporting & Analytics Generate basic reports on system usage and support requests. Interpret data at a basic level to identify common issues or trends. Collaboration & Communication Work collaboratively with IT, clinical staff, and other stakeholders to resolve support requests. Escalate effectively while maintaining professional communication across teams. Continuous Improvement & Professional Growth Participate in process improvement initiatives to enhance patient care and clinical efficiency. Stay informed on Epic updates, healthcare regulations, and best practices in EHR support. Take initiative in learning new Epic functionality to build towards advanced proficiency. Knowledge, Skills, Abilities, and Other Characteristics: Knowledge of the history, culture, laws, rules, customs, and traditions of the SRPMIC. Knowledge of healthcare operations, compliance (HIPAA), and FQHC environments preferred. Working knowledge of Epic (preferably OCHIN) across at least one module. Skilled in troubleshooting, customer service, and professional communication. Ability to independently resolve routine issues and elevate complex issues with context. Strong organizational and multitasking skills, able to prioritize work with minimal guidance. Demonstrates developing emotional intelligence, adaptability, and collaborative teamwork. Proficient in Microsoft Office, Teams, SharePoint, and Epic support tools. Education & Experience : Bachelor’s degree in Healthcare Administration, Healthcare Technology, Healthcare Informatics, or a closely related discipline; equivalent professional experience considered. Minimum of 3 years of full‑time work experience in a clinical or healthcare IT environment. Minimum of 2 years of direct Epic support experience required. Epic Certification/Proficiency strongly preferred (must obtain within 12 months of hire). Equivalency: Any equivalent combination of experience and education that will allow the applicant to satisfactorily perform the duties of the job may be considered when filing the position. Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2‑19, Underfill. Employment is contingent upon successful completion of an extensive background check and drug screening. Employees in, and applicants applying for, jobs providing direct services to children are subject to the “Community Code of Ordinances”, Chapter 11, “Minors”, Article X. “Investigation of Persons Working With Children”. Ensures all patient information is kept confidential and complies with Health Insurance Portability and Accountability Act (HIPAA) regulations and SRPMIC HHS policies and procedures. Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre‑employment background/fingerprint check. "SRPMIC is an Equal Opportunity/Affirmative Action Employer" Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate. In order to obtain preference, the following is required: 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission). Documents may be submitted by one of the following methods: 1) attach to application 2) fax View phone number on click.appcast.io 3) mail or hand deliver to Human Resources. Documentation must be received by position closing date. The IHS/BIA Form-4432 is not accepted. Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters. #J-18808-Ljbffr