EHR Application Support Specialist

ADELANTE HEALTHCARE INC•Phoenix, AZ

1d•Onsite

About The Position

The EHR Application Support Specialist provides escalated technical and application support for the Electronic Health Records (EHR) system and related clinical systems across Adelante Healthcare. The role resolves complex application workflow, access, and system issues and acts as a liaison between the Service Desk, clinical operations, and the EHR Implementation and Training team. It supports reliable, secure, user-centered EHR operations that contribute to patient care, regulatory compliance, and organizational efficiency. The specialist works closely with IT Support Technicians, with an expanded focus on escalations, cross-team coordination, EHR optimization, implementation, and training. The role also collaborates with clinical, operational, and administrative stakeholders and vendors, and helps ensure compliance with security, privacy, and regulatory requirements. Employees are expected to contribute to Adelante Healthcare and the community it serves while demonstrating quality, patient safety, employee engagement, innovation, integrity, professionalism, and competence. Employees also promote interdisciplinary communication and collaboration in a caring, team-based model and must comply with the organization’s Compliance Program, Code of Conduct, policies, and procedures. The work may involve travel to clinic sites, where employees may encounter prevailing weather conditions, moderate noise, and health hazards such as contagious diseases and blood-borne pathogens. Physical activities may include prolonged sitting, standing, walking, handling objects or controls, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking, hearing, and managing work-related stress. The role frequently requires lifting or moving up to 25 pounds without assistance and may occasionally require lifting or moving up to 50 pounds with assistance. Specific vision abilities include close, distance, and color vision, peripheral vision, depth perception, and adjusting focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Associate’s or Bachelor’s degree in Information Technology, Health Information Technology, Clinical Informatics, or a related field, or an equivalent combination of education, training, and experience.
Two or more years of experience providing application, helpdesk, or technical support, preferably in a healthcare environment.
Demonstrated experience supporting EHR systems.
Strong troubleshooting skills across application, workflow, access, and end-user issues.
Ability to communicate effectively with technical staff, clinical users, and leadership.
Experience working collaboratively across teams and serving as an escalation resource.

Nice To Haves

Clinical experience as a Medical Assistant or Front Office Assistant.
NextGen experience.
Experience supporting healthcare operations and clinical workflows.
Experience participating in EHR implementations, upgrades, or optimization initiatives.
CompTIA A+, HDI Support Center Analyst, or similar technical support certification.

Responsibilities

Serve as an escalation point for Level 1 IT Support, resolving complex EHR application, access, workflow, and configuration issues.
Manage assigned day-to-day service desk tickets and request fulfillment related to EHR and integrated clinical applications, while serving as a Tier 2 escalation resource.
Analyze, troubleshoot, and resolve incidents involving the EHR, integrated clinical applications, and supporting technologies.
Identify root causes of recurring issues and recommend long-term corrective actions.
Document resolutions, known issues, and workflows to improve first-contact resolution and knowledge sharing.
Guide, mentor, and provide technical direction to IT Support Technicians on EHR and clinical systems.
Assist with ticket triage, escalation criteria, and improvements to support workflows.
Collaborate on end-user communications about outages, known issues, and system changes.
Support system rollouts, upgrades, enhancements, go-live events, optimization efforts, and major configuration changes.
Assist with end-user training, workflow validation, and adoption of EHR features.
Support testing for new builds, integrations, and system updates, including creating and executing test plans.
Partner with clinical, operational, and administrative stakeholders on EHR-related initiatives.
Coordinate with vendors and internal teams to resolve complex issues and implement system improvements.
Ensure adherence to security, privacy, and compliance requirements related to clinical systems.
Promote and participate in interdisciplinary communication and collaboration to support quality care and a team-based model.
Comply with the organization's Compliance Program, Code of Conduct, policies, and procedures, and report conduct that may violate legal or compliance requirements.
Perform other related duties as assigned to support the efficient and effective functioning of IT Services.