EHR Support Analyst - Temporary

State of Oklahoma•Oklahoma City, OK

2d•$34•Onsite

About The Position

The EHR Support Analyst - Temporary is responsible for monitoring, triaging, responding to, and routing requests from the EHR Ticketing system, PHOCIS Helpdesk, and CERS Release of Information Requests processes. This includes working collaboratively with other support staff in the agency, as well as staff in County Health Departments.

Requirements

A bachelor's degree; or an equivalent combination of education and experience, substituting one year of experience in computer operations, production scheduling, network administration, the coordination of information systems services, or closely related work for each year of the required education.
Must be legally authorized to work in the United States without visa sponsorship.

Nice To Haves

Prior experience supporting a health-related system.
Prior experience supporting users and technology in a web-based environment, connecting through single sign-on technology and using locally networked or connected peripheral hardware.
Prior experience in a help desk environment.
Prior experience documenting and implementing new procedures for a help desk or service desk environment.
Ability to establish and maintain effective working relationships with others; to communicate effectively both orally and in writing, to exercise good judgment in analyzing situations and making decisions, and to organize and present facts and opinions.
Knowledge of methods of organization and management; of agency policies and procedures; general clinical, clerical, and billing workflows; and of federal and state laws and regulations relating to administration of an Electronic Health Records system.
Demonstration of good listening skills, change management, teamwork, quality control, problem solving, documenting issues for vendor review, and customer service.

Responsibilities

Monitors, triages, responds to, and routes assistance requests in the EHR Ticketing system, PHOCIS Helpdesk, and CERS Release of Information inbox.
Responds to internal users reporting issues with EHR, PHOCIS, and ISS, and other systems supported by this unit.
Collaborates and coordinates resolution of system issues and tickets with system support staff in other divisions/ units in OSDH and OMES.
May give technical assistance to other support staff in completing tickets.
Documents new user support processes and troubleshooting procedures as needed.
Assists in responding to health records requests at central office/CERS Helpdesk in coordination with OSDH Open Records and OSDH General Counsel and advises CHD sites on procedures across systems for local records releases.
Assists with duplicate records process, including maintenance and merging of duplicate profiles reported to the EHR Customer Support Line in the EHR and PHOCIS systems with support of Support team, WIC, and clerical/nursing supervisors.
Assists with testing in EHR/PHOCIS system changes as needed. Works with developers, vendors, and user lead staff to test updates to state systems for functionality and assists with rolling out updates smoothly. Keeps an organized log of testing done in various systems and the outcomes of testing.
Assists with the training of CHD staff in relevant areas/when needed, refers to training as needed through Support Line and escalates issues in need of governance decisions.
Being present at the office is an essential function of the position.
Demonstrates knowledge of and supports mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior.
Works effectively in team environment, participating and assisting their peers.