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Virginia Garcia Memorial Health Center · 1 month ago

EHR Support Analyst

Hillsboro, OR

Full-time

Onsite

Entry, Mid Level

2+ years exp

Virginia Garcia Memorial Health Center is dedicated to providing high-quality healthcare to underserved communities. The EHR Support Analyst plays a critical role in optimizing and supporting the Epic EHR system, ensuring effective usage and providing exceptional customer support to healthcare professionals.

Health CareNon Profit

Responsibilities

Deliver prompt and exceptional end-user customer support to VGMHC employees, employing advanced troubleshooting techniques, coaching, and consulting to ensure the highest level of customer satisfaction while strictly adhering to tight schedules

Exhibit expert proficiency in assisting healthcare professionals and staff in swift troubleshooting and resolving complex issues pertaining to the EHR system. Employ advanced diagnostic skills, address user queries with precision, and provide meticulous step-by-step guidance to expedite issue resolution

Spearhead and execute process improvement projects in a dynamic and collaborative team environment, showcasing exceptional leadership and project management skills to drive transformative changes and optimize operational efficiency

Foster and nurture key stakeholder relationships, both internally and externally, by seamlessly collaborating with other project managers, establishing strong rapport, and proactively maintaining open lines of communication to ensure project success and stakeholder satisfaction

Conduct rigorous and comprehensive testing of new software implementations, upgrades, and fixes, meticulously verifying correct operations, and conducting thorough error detection and resolution activities. Demonstrate an exceptional level of expertise in the Epic system, ensuring its flawless performance and user experience

Assume complete ownership and accountability for the submission, monitoring, and proactive tracking of Epic items using the JIRA reporting system and an internal Help Desk and Reporting system. Employ meticulous attention to detail and organizational skills to ensure effective management and timely resolution of issues

Provide on-site elbow support during the implementation of new software applications and system upgrades at each VG site, focusing intently on the Epic system. Exhibit outstanding technical prowess and adaptability to swiftly address challenges and ensure a seamless transition to new systems and functionalities

Collaborate closely with VG's training team to design and implement comprehensive training programs that enable users to leverage new functionality and upgrade rollouts effectively. Display outstanding facilitation skills and contribute expert insights to ensure the highest level of user proficiency and adoption

Demonstrate unwavering commitment and direct support to clinical operations and patient care teams, playing a pivotal role in facilitating the successful integration, acceptance, and optimal utilization of new software applications within the clinic environment. Provide exceptional guidance and support to enhance clinical workflows and maximize the delivery of high-quality patient care

Undertake project management responsibilities for small to medium projects or sub-projects, displaying exceptional organizational skills, strategic thinking, and resource management capabilities to ensure successful project outcomes

Develop comprehensive workflow maps (Visio) and training documentation that accurately capture and articulate changes, employing a meticulous attention to detail and a deep understanding of business processes to enable seamless knowledge transfer and adoption

Conduct extensive feasibility studies on office automation, encompassing in-depth workflow analysis, space design considerations, and comprehensive cost comparison analysis. Demonstrate exceptional analytical skills and forward-thinking insights to drive informed decision-making and maximize operational efficiencies

Cultivate a collaborative and proactive approach with clinic leadership and users to identify opportunities for operational efficiencies, clinical practice support, and improved health outcomes. Employ advanced problem-solving skills and industry knowledge to revolutionize clinic operations and enhance patient care delivery

Exhibit unwavering dedication in identifying and troubleshooting application issues as they arise, assuming complete ownership of problems and persistently driving them to full resolution. Skillfully escalate complex issues through various levels while ensuring effective communication and stakeholder management

Vigilantly monitor and track resolution of system error pools, such as refill, E-prescribing, results, and order transmittal errors. Demonstrate exceptional problem-solving skills and a relentless commitment to error resolution, minimizing disruptions and optimizing system performance

Display exemplary proficiency in modifying and customizing commercial software applications to align seamlessly with internal needs, leveraging advanced technical skills and adaptability to tailor solutions that optimize system performance and user experience

Meticulously update and maintain member-managed system setups, including the provider master file, letter templates, Smart Phrases, and other service area files. Demonstrate exceptional attention to detail and accuracy in managing critical system configurations to ensure data integrity and operational efficiency

Collaborate extensively with staff to provide expert support for service area preference lists and Smart Tools, employing advanced knowledge and troubleshooting capabilities to address user needs and maximize the utilization of system features

Forge a strong partnership with OCHIN and advisory workgroups to drive continuous optimization of the system through the effective implementation of new features and upgrades. Exhibit exceptional collaboration and influence skills to ensure successful adoption and utilization of enhanced functionalities

Collaborate closely with OCHIN in comprehensive testing of new features and upgrades prior to implementation, showcasing exceptional attention to detail and meticulous testing methodologies to ensure system integrity and optimal user experience

Actively participate in monthly OCHIN meetings with peers, leveraging the opportunity for best practice sharing, knowledge exchange, and continuous learning to stay at the forefront of industry advancements and emerging trends

Actively engage in other relevant workgroups, including Integration, Claims/Billing, Reporting, Clinical, and Operations, showcasing a proactive approach to collaboration, knowledge sharing, and leveraging cross-functional expertise to drive organizational success

Conduct thorough evaluations of software solutions and recommend improvements or upgrades based on in-depth analysis and critical assessment of their performance and alignment with organizational needs

Take ownership of creating and maintaining Epic user accounts, Provider Master Files (PMFs), Remote Access, LabCorp Link, Haiku/Canto, and Nuance Dragon Speak, demonstrating an exceptional level of precision and accuracy to ensure seamless user access and optimal system performance

Collaborate closely with VG Communications team to develop, schedule, and deploy CareMessage patient text message outreach, employing advanced technical skills and effective communication to enhance patient engagement and improve care delivery

Assume responsibility for creating and maintaining CareMessage user accounts while providing expert technical support, ensuring seamless operation and user satisfaction with the platform

Collaborate extensively with OCHIN and VG Communications team to maintain and update VG MyChart website and application, demonstrating exceptional attention to detail and technical expertise to ensure a user-friendly and up-to-date patient portal experience

Exhibit outstanding proficiency in adding, removing, and troubleshooting workstations and printers, ensuring uninterrupted operations and seamless connectivity. Communicate hardware moves promptly to IT to facilitate updated network diagrams and optimal network performance

Maintain updated Order Transmittal destination maps as needed, showing exceptional attention to detail and accuracy to ensure efficient and error-free transmission of orders

Thoroughly review OCHIN alerts or notifications and service/enhancement packs, extracting relevant information and disseminating it to end users promptly. Showcase exceptional communication skills and proactive engagement to keep stakeholders informed and drive optimal system utilization

Demonstrate unwavering commitment to staying abreast of advancements and best practices in EHR systems, healthcare technology, and regulatory requirements. Actively participate in conferences, webinars, and advanced training sessions to continuously enhance knowledge and skills related to EHR support, showcasing a relentless pursuit of professional growth and excellence

Perform other duties and projects as assigned

Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA)

Qualification

Epic system expertiseEHR technical supportProject managementMS Office SuiteTrainingTeachingBilingual English/SpanishCustomer serviceProblem-solvingInterpersonal skillsCommunication skillsTeamworkConfidentialityIntegrity