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ATC · 3 months ago

EHR Technical Support Analyst

Richmond, VA

Contract

Onsite

New Grad, Entry Level

ATC is seeking an EHR Technical Support Analyst to provide Tier 1 support to EHR end users. This role involves troubleshooting issues, configuring settings, and ensuring the stability and operational readiness of the Electronic Health Record system.

Internet

Responsibilities

Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes

Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2

Must understand VDH Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues

Acquires and maintains a general and clinical knowledge of client and related software applications

Attends professional development training as instructed

Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc

Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each VDH facility

Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation

Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance

Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations

Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors

Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts

Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment

Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support

Site Health Dashboards and associated metrics to monitor performance and identify potential issues

Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams

Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges

Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures

Qualification

EHR supportTechnical troubleshootingOracle Health proceduresITIL processesCommunication skills

Required