Electronic Health Record Analyst I/II - Public Health Liaison (Departmental Promotional Only)

County of San Mateo•San Mateo, CA

3d•Hybrid

About The Position

San Mateo County Health is seeking well-qualified individuals for the position of Electronic Health Record Analyst I/II — Public Health Liaison. This role provides direct application support, workflow consultation, and user training for SMC Health’s Epic EHR system, with a primary focus on Public Health, Policy and Planning programs. The position serves as the operational bridge between public health, family health, and the Health IT Division teams, translating care delivery workflows into EHR configuration, identifying quality improvement opportunities, and ensuring Epic supports the unique demands of a county public health environment. There are currently several regular vacancies in the Health IT (HIT) Division located in South San Francisco or San Mateo, CA. This position requires travel/driving throughout the county and is currently hybrid, with both on-site and remote work based on business need and subject to change.

Requirements

Two years of experience working in a public health or healthcare setting utilizing health information systems, or one year of experience providing information technology support (for EHR Analyst I).
Two years of information technology support experience in a healthcare operation setting, including at least six months of Epic user support experience (for EHR Analyst II).
Knowledge of Electronic health record systems, specifically Epic software applications.
Knowledge of design, implementation, testing, updating, maintenance, evaluation, and analysis of system configuration, system setup, and application tables.
Knowledge of clinical applications and regulatory standards, a wide range of application functionality, content, and associated workflows.
Knowledge of customer service principles.
Knowledge of policies, procedures, and business operations.
Knowledge of principles and procedures in project management and project methodologies.
Ability to interact with and work collaboratively with multidisciplinary teams.
Ability to learn and retain knowledge of all assigned applications.
Ability to troubleshoot application issues and system errors.
Ability to multi-task complex work assignments.
Ability to follow standards for naming and number conventions and security classifications.
Ability to configure, implement, maintain, and evaluate Epic modules and platform.
Ability to design, modify, and implement testing processes.
Ability to create security classification templates.
Ability to communicate effectively, both orally and in writing.
Ability to prioritize effectively and manage time efficiently.
Ability to lead meetings and resolve conflicts.
Ability to perform under pressure with tight deadlines.
Ability to become cross-functional in one or more applications.
Ability to motivate key process stakeholders.
Ability to travel outside the County for training.
Must successfully complete Epic training on a module determined by Health IT management based on business needs within the date set forth in the Epic Project Training schedule or within 6 months from the time of hire (for EHR Analyst I).
Epic Certification in one module (for EHR Analyst II).
Maintain Epic training credentials through Epic’s Continuing Epic Education (CEE) program with additional training that must be completed to maintain certifications, proficiencies, and badges (for EHR Analyst II).

Nice To Haves

Epic certification in EpicCare Ambulatory, Cadence, Cogito, and/or Professional Billing, with hands-on configuration experience in a live production environment.
Direct experience supporting ambulatory or community health clinic operations, preferably in a county, federally qualified health center (FQHC), or public health setting.
Working knowledge of professional billing, charge capture, and revenue cycle workflows as they relate to ambulatory EHR configuration as well as braided funding and grant management for public health settings such as Ryan White funded HIV care.
Experience functioning as a liaison or bridge role between clinical/operational stakeholders and an IT team, with the ability to translate requirements and limitations between both domains fluently.
Familiarity with the workflows, patient populations, and resource environments characteristic of public health programs, including case management, patient navigation, and field-based service delivery.
Experience in lifecycle management from project initiation through implementation, training, and ongoing troubleshooting.
Demonstrated exceptional customer service skills and the ability to build trust and effective working relationships with frontline clinical staff, supervisors, and program leadership.
Experience in providing consultation services to customers/end-users, with ability to document business and technical problems, and identify requirements for both technical and non-technical audiences.
Excellent written and verbal communication skills with internal and external stakeholders to ensure that needs are met.
Ability to establish and maintain effective working relationships with those encountered on the job.
Self-starter with the ability to work independently and as a member of a team.
Effective project management skills to ensure completion and evaluation of improvement efforts.
Excellent time-management skills and the ability to set priorities and adjust to meet deadlines.
Experience working in a diverse work environment, including staff who provide care and services for patients/clients.
Adept at learning and applying newly acquired skills on the job.
Epic certification in at least one of the modules within the following areas is preferred or required within six months of employment: EpicCare Ambulatory Healthy Planet/ Compass Rose Professional Billing (e.g., Professional Billing, Professional Billing Claims) BID (e.g., Cogito, SQL, Data Models)

Responsibilities

Serve as the primary EHR liaison for assigned public health/family health ambulatory clinics, case management programs, and field-based service teams.
Oversee Public Health data quality (timeliness of data entry, no shows, productivity, errors, etc.) that allows for quality assurance and improvement.
Create and disseminate custom reports for quality improvement.
Collect, analyze, and document clinical business operations and workflows unique to public health settings, including patient navigation, care coordination, and community-based service delivery.
Meet with clinic and program customers to assess EHR requests and translate operational needs into clear technical requirements.
Evaluate current public health reports and assess needs as relates to grants, quality assurance and billing.
Configure and maintain additional Epic reporting for public health work within and across programs.
Configure and maintain Epic features, including visit types, SmartForms, note templates, referral workflows, compass rose programs, other statistical reporting needs, and clinical decision support tools tailored to public health populations.
Support scheduling infrastructure in Cadence, including template builds, appointment types, resource setup, and patient access workflows for high-need and underserved populations.
Support professional billing and charge capture workflows for ambulatory public health encounters, ensuring accurate documentation and billing configuration within Epic for braided funding that includes non-billable grant-funded work.
Collaborate with HIT, Epic, and SMMC billing and revenue cycle staff to troubleshoot claim issues, encounter errors, and workflow gaps, identifying upstream EHR configuration contributing to billing inaccuracies.
Identify, analyze, and recommend improvements and enhancements to operational processes, reporting, system automation, and information flows to ensure greater integration of functions within public health programs.
Serve as the first point of contact for public health/ family health clinic staff, field-based case managers, and vendors on EHR-related issues; troubleshoot problems and respond to inquiries.
Perform a variety of analytical duties in the design, implementation, and maintenance of EHR information systems or applications.
Implement testing requirements and processes; facilitate end-user and hardware testing; and maintain test environments.
Participate in the evaluation of new module releases, test new modules, and system upgrades.
Interact with end users and vendors on project design issues and work to resolve vendor production support issues.
Respond to customer/user questions and concerns and recommend solutions as needed.
Provide on-site support during go-lives and system upgrades at public health clinic sites.
Participate in developing and/or lead training programs, curriculum, and lessons, including preparing training materials appropriate for diverse public health clinical audiences.
Keep trainers and end users abreast of new functionality and system changes affecting clinic and field operations.
Analyze data conversion needs.
Ensure test scripts have been created, reviewed, and updated to reflect proposed workflow solutions.
Troubleshoot basic user or system problems, address end-user questions, and at the II level, provide on-call support on a rotating basis.
Analyze new functionality in new releases to identify impact, make recommendations, and review and test changes.
Participate in disaster recovery measures.
Ensure quality assurance processes are followed, including change management and testing efforts.