EHR Support Analyst

Salt River Pima-Maricopa Indian Community • Scottsdale, AZ

11h • Onsite

About The Position

Under general supervision of the department manager, the Healthcare Electronic Health Records (EHR) Support Analyst plays a crucial role in ensuring the efficient operation and support of the EHR system within a healthcare organization. They are responsible for resolving system issues, providing technical support to end-users, and assisting in the ongoing improvement and optimization of the EHR system, leveraging their knowledge of healthcare industry standards and practices. This role will work closely with the OCHIN Vendor in supporting the delivering of ongoing education and coaching and will connect system functionality with operational needs and success metrics. This job class is treated as FLSA Exempt.

Requirements

• Knowledge of the history, culture, laws, rules, customs, and traditions of the SRPMIC.
• Knowledge of healthcare operations, compliance (HIPAA), and FQHC environments preferred.
• Working knowledge of Epic (preferably OCHIN) across at least one module.
• Skilled in troubleshooting, customer service, and professional communication.
• Ability to independently resolve routine issues and escalate complex issues with context.
• Strong organizational and multitasking skills, able to prioritize work with minimal guidance.
• Demonstrates developing emotional intelligence, adaptability, and collaborative teamwork.
• Proficient in Microsoft Office, Teams, SharePoint, and Epic support tools.
• Bachelor’s degree in Healthcare Administration, Healthcare Technology, Healthcare Informatics, or a closely related discipline; equivalent professional experience considered.
• Minimum of 3 years of full-time work experience in a clinical or healthcare IT environment.
• Minimum of 2 years of direct Epic support experience required.
• Epic Certification/Proficiency strongly preferred (must obtain within 12 months of hire).
• Equivalency: Any equivalent combination of experience and education that will allow the applicant to satisfactorily perform the duties of the job may be considered when filing the position.
• Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill

Nice To Haves

• Knowledge of healthcare operations, compliance (HIPAA), and FQHC environments preferred.
• Epic Certification/Proficiency strongly preferred (must obtain within 12 months of hire).

Responsibilities

• Contributes to the development and ongoing improvement of the EHR Support Analyst (ESA) program.
• Supports ESA program activities, ensuring goals are met in customer satisfaction, quality, and safety.
• Takes ownership of assigned tasks or workstreams with minimal guidance.
• Provide first-line support to end-users (providers, nurses, administrative staff).
• Resolve login, access, and workflow issues independently; escalate complex or high-priority problems appropriately.
• Support day-to-day troubleshooting across multiple Epic modules at a working knowledge level.
• Serve as a resource for staff and patients on routine Epic workflows and processes.
• Identify, analyze, and resolve routine to moderately complex technical and workflow issues.
• Document findings, provide context, and escalate complex issues to senior staff, IT, or vendors.
• Apply problem-solving skills to recurring issues and suggest process improvements.
• Develop and maintain tip sheets, guides, and support documentation with limited supervision.
• Deliver informal training and peer-to-peer coaching for staff on Epic workflows and system use.
• Participate in training material design and contribute to improving end-user resources.
• Assist with basic configuration requests and workflow adjustments in Epic.
• Validate that system changes align with organizational workflows and best practices.
• Participate in optimization activities to improve efficiency and user experience.
• Participate in testing of release notes, patches, and enhancements.
• Execute assigned UAT scenarios, validating workflows after updates to ensure accuracy and compliance.
• Provide feedback on system performance and usability.
• Ensure adherence to HIPAA and data security standards.
• Monitor access and report potential compliance issues to leadership.
• Generate basic reports on system usage and support requests.
• Interpret data at a basic level to identify common issues or trends.
• Work collaboratively with IT, clinical staff, and other stakeholders to resolve support requests.
• Escalate effectively while maintaining professional communication across teams.
• Participate in process improvement initiatives to enhance patient care and clinical efficiency.
• Stay informed on Epic updates, healthcare regulations, and best practices in EHR support.
• Take initiative in learning new Epic functionality to build towards advanced proficiency.

Benefits

• Ensures all patient information is kept confidential and complies with Health Insurance Portability and Accountability Act (HIPAA) regulations and SRPMIC HHS policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level