ECW Support Specialist

Community of Hope • Washington, DC

43d • Onsite

About The Position

Community of Hope is seeking an ECW Support Specialist to make a lasting impact on how care is delivered at Community of Hope. The ECW Support Specialist provides first-line and second-line support for eCW users across clinical, administrative, and billing departments. The ECW Support Specialist will be responsible for efficient and timely hands-on troubleshooting, issue resolution, and escalation of eCW-related issues, works closely with end users to provide education, guidance, and workflow support to maximize effective use of eCW functionality and will provide end-user education and training to promote effective utilization of eClinicalWorks features, workflows, and best practices. This position is located at our Conway Health and Resource Center in SW DC.

Requirements

• High School Diploma required
• Minimum 2 years supporting an enterprise-class Electronic Health Records system, with at least one of those years supporting eClinicalWorks.
• Experience with desktops, laptops, and other portable devices required.
• Strong knowledge of HIPAA rules and regulations.
• Strong written and oral communication skills.
• Excellent technical diagnostic and analytical skills and a consultative and collaborative approach to problem solving.
• Must be flexible, self-directed, and able to prioritize multiple tasks.
• Attention to details and analytical skills.
• Ability to comprehend criticality of issues and escalate accordingly while maintaining a high degree of urgency.
• Team player with ability to communicate effectively both orally and in writing with all levels of clinical, administrative and support staff.

Nice To Haves

• Associate's or Bachelor's degree preferred.
• Previous experience in a Federally Qualified Health Center preferred.

Responsibilities

• Serves as a primary point of contact for issues and requests relating to eCW.
• Responds to end-user requests for issue resolution.
• Creates, monitors, and updates support tickets with eCW and other vendors as needed.
• Assists users with accessing and running standardized reports within eCW.
• Supports reporting requests and escalates advanced reporting needs as appropriate.
• Assists with patient safety notifications and communication of relevant eCW advisories.
• Participates in workflow reviews with clinical, administrative, finance, and operational departments.
• Provides feedback and recommendations regarding usability and workflow improvements.
• Assists with testing of new patches, upgrades, interfaces, and enhancements.

Benefits

• 8 x Washington Post 150 Top Workplaces winner
• 8-hour workdays with paid lunch
• 3 weeks vacation (additional week after two years), 2 weeks sick leave, + 11.5 paid holidays and one personal floating holiday on an annual basis.
• Annual performance-based raises, up to 5% of your annual pay
• Tuition reimbursement & loan repayment (NHSC & DCHPLRP), Licensing reimbursement & CEU funding
• Medical, dental, vision, life & disability insurance + 403(b) retirement
• Leadership development, internal promotions and career growth opportunities
• A culture grounded in equity, compassion, and well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED