EHR Support Specialist

SQUAXIN ISLAND TRIBE•Shelton, WA

10d•Hybrid

About The Position

The EHR Support Analyst provides technical expertise, operational support, and optimization of Epic (OCHIN) and associated clinical applications. This role serves as a key connection point between clinical staff, operations, and IT, ensuring systems are functional, compliant, and aligned with care delivery needs. The position supports system performance, user training, workflow improvement, and day-to-day application management to enhance both patient care and staff efficiency. This role bridges clinical operations and technology, ensuring systems are reliable, compliant, and aligned with organizational goals. The position is responsible for system performance, user support, workflow optimization, and strategic advancement of clinical applications to enhance patient care and operational efficiency.

Requirements

Basic understanding of clinical workflows and healthcare operations.
Knowledge and ability to maintain confidentiality consistent with HIPAA and 42 CFR Part 2 requirements
Strong troubleshooting and problem-solving skills.
Ability to communicate effectively with both technical and non-technical staff.
Organized, detail-oriented, and able to manage multiple priorities.
Knowledge of Indian Health Services (HIS), Tribal healthcare systems, Medicaid billing practices, and OCIHN Epic workflows highly desired.
Bachelor’s degree in Healthcare, Information Systems, or related field (or equivalent experience).
2–5 years of experience supporting EHR systems, preferably Epic or OCHIN.
Experience in a healthcare or clinical environment preferred.
Ability to read, analyze, and interpret technical procedures, healthcare regulations, and clinical documentation.
Ability to effectively communicate technical information to individuals with varying levels of technology proficiency.
Ability to write reports, business correspondence, training materials, and procedural documentation.
Ability to present information and provide training to staff, leadership, and multidisciplinary teams.
Ability to respond professionally and effectively to questions from patients, staff, vendors, and leadership.
Ability to maintain confidentiality and communicate appropriately regarding protected health information in accordance with HIPAA and 42 CFR Part 2 requirements.
Demonstrated ability to communicate respectfully and effectively with individuals from diverse cultural backgrounds, including an understanding and appreciation of Tribal values and culturally responsive communication practices.
Ability to perform mathematical calculations involving percentages, ratios, and basic statistical concepts.
Ability to interpret and analyze healthcare data, utilization reports, productivity metrics, and system performance measurements.
Ability to understand and apply data related to reporting, dashboards, user adoption metrics, and operational outcomes.
Ability to calculate and interpret time intervals, scheduling requirements, and system utilization trends.
Ability to identify data discrepancies and perform basic analytical assessments to ensure data integrity and reporting accuracy.
Ability to define problems, collect and analyze data, establish facts, and draw valid conclusions.
Ability to troubleshoot complex system and workflow issues involving multiple departments.
Ability to interpret technical instructions, policies, and procedures and apply them appropriately in varying circumstances.
Ability to exercise sound judgment when handling confidential information, system access requests, and security-related incidents.
Ability to prioritize competing demands and effectively manage multiple projects simultaneously.
Ability to identify opportunities for workflow improvements and recommend practical solutions that support patient care and organizational objectives.
Ability to adapt to changing technologies, regulatory requirements, and organizational priorities while maintaining high standards of customer service and accuracy.
Ability to work independently while collaborating effectively with clinical, operational, and technical teams.
Valid Washington State Driver’s License and active insurance.
Ability to successfully pass all required background screenings in accordance with Tribal and organizational policies.
Ability to work effectively and collaboratively with multidisciplinary teams, including clinical, operational, and administrative staff.
Ability to adapt to changing priorities, technologies, and organizational needs while maintaining exceptional customer service.
Strong organizational skills with the ability to manage multiple projects, deadlines, and competing priorities simultaneously.
Ability to analyze complex workflows and identify opportunities for system improvements and operational efficiencies.
Commitment to continuous learning and maintaining proficiency in Electronic Health Record (EHR) systems, healthcare technology, and regulatory requirements.
Ability to work independently with minimal supervision while exercising sound judgment in problem-solving and decision-making.
Willingness and ability to participate in after-hours support for critical system issues, upgrades, and organizational emergencies as required.
Ability to successfully complete all required organizational trainings upon hire and maintain compliance with annual training requirements.
Knowledge of, or willingness to learn, Tribal healthcare operations and culturally responsive practices.
Ability to establish and maintain positive working relationships with patients, staff, vendors, and external partners while providing professional and courteous customer service.
Regular and predictable attendance is an essential function of this position.
Must comply with all Tribal, Federal, State, and organizational policies, procedures, and confidentiality requirements.

Nice To Haves

Epic or OCHIN certification(s) in applicable modules or the ability to obtain certification within six (6) months of hire.
Certified Professional in Healthcare Information and Management Systems (CPHIMS).
Healthcare Information and Management Systems Society (HIMSS) certifications.
Healthcare Information Security certifications such as Certified HIPAA Professional (CHP) or Certified in Healthcare Privacy and Security (CHPS).
Previous experience supporting Electronic Health Record (EHR) systems within a healthcare setting is strongly preferred.

Responsibilities

Support day-to-day administration of Epic environments, including Production, Test, Training, and Development.
Assist with system configuration, module setup, and application optimization to meet clinical workflow needs.
Monitor system performance, uptime, and user experience, escalating issues as appropriate.
Coordinate with OCHIN and third-party vendors for system support, updates, and enhancements.
Serve as the first point of contact for clinical system issues, troubleshooting or escalating as needed.
Manage and track support tickets to ensure timely resolution and effective communication with users.
Provide hands-on training and ongoing support to clinical staff and leadership.
Develop and maintain user guides, training materials, and workflow documentation.
Monitor system adoption and provide coaching to improve user efficiency and consistency.
Collaborate with clinical teams to identify workflow challenges and recommend system improvements.
Translate operational needs into system functionality and configuration requests.
Support implementation of workflow enhancements that improve efficiency, reduce burden, and strengthen patient care.
Identify recurring system issues and contribute to root cause analysis and resolution efforts.
Support incident response processes to ensure timely resolution of system issues.
Provide Tier 1–2 support for Epic workflows, integrations, and user access concerns.
Assist with system upgrades, patches, and new functionality rollouts.
Participate in testing, validation, and deployment of system changes.
Communicate system updates, downtime, and changes to impacted staff.
Support user access lifecycle, including account creation, modification, and deactivation.
Ensure compliance with HIPAA, HITECH, CMS, and organizational security policies.
Assist with auditing processes, including monitoring “Break the Glass” access.
Participate in privacy and security reviews, audits, and incident reporting.
Assist with data requests, reports, and basic dashboard support.
Monitor data accuracy and documentation practices within the EHR.
Maintain documentation of system configurations, workflows, and support procedures.
Work with OCHIN, Epic support teams, and internal stakeholders to resolve issues and implement improvements.
Collaborate with clinical staff to ensure systems support care delivery effectively.
Provide after-hours support for urgent system issues as needed.