Electronic Health Record Analyst III - MyChart, Healthy Planet, BID (Departmental Promotional Only)

County of San Mateo•San Mateo, CA

3d•Hybrid

About The Position

San Mateo County Health is seeking highly-qualified individuals for the position of Electronic Health Record Analyst III - MyChart, Healthy Planet, BID. This role involves providing direct application support and user training for Health’s electronic health record (EHR) system, directing, installing, and maintaining EHR applications. Responsibilities include supporting the design, development, implementation, testing, update, integration, and maintenance of system configuration and application tables. The position requires determining user, system, and application needs and evaluating solutions, as well as providing data analysis, report development, and technical assistance to system users. There are currently three regular vacancies in the Health IT Division, one each in MyChart, Healthy Planet, and BID, located in South San Francisco or San Mateo, CA. This role requires travel throughout the county. The position is currently hybrid, with both on-site and remote work based on business need and subject to change. The ideal candidate will possess Epic certification in specified areas and work experience in MyChart, Healthy Planet, or BID, along with provider workflow experience in a hospital/clinic-based environment. Advanced expertise working with electronic health records and experience in a healthcare setting, preferably government county health, are essential. The role also involves lead direction and guidance in assigning, delegating, directing, training, and reviewing the work of staff, and coordinating the workload of lower-level EHR Analysts. Experience in lead roles in user meetings to prioritize, review, and respond to user requests and delegate tasks is also required. The ability to assist in identifying time, resource management, requirement gathering, business need assessments, and training needs (e.g., optimization, software updates, regulatory changes) is crucial. Experience as a liaison between system users and IT staff, vendors, and service providers, as well as spearheading projects requiring deeper workflow analysis with stakeholders, is expected. Demonstrated ability to troubleshoot and resolve complex issues involving the crossover of legacy and EHR platforms, and the ability to align technology solutions with business strategies are key. The role includes providing product management, support, guidance, and troubleshooting through the technology lifecycle, including utilizing appropriate escalation steps, and experience in implementing new application systems. Exceptional customer service skills, the ability to document business and technical problems, identify requirements, and establish effective working relationships are necessary. Excellent written and verbal communication skills are required for effective stakeholder interaction. The candidate must be a self-starter, able to work independently and as part of a team, with excellent time management skills and the ability to set priorities and meet deadlines. Experience working in a diverse work environment is also valued. The eligible list generated may be used for future vacancies.

Requirements

Epic certification in one of the applications below; and a second Epic Certification in a second application that would be determined by Health IT management based on business needs, within six months from hire.
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 the MyChart Team: EpicCare Ambulatory, Epic MyChart
For the Healthy Planet Team: EpicCare Ambulatory, Healthy Planet and Compass Rose Clinical Build, Healthy Planet and Compass Rose Analytics Build, Epic Security
For the BID Team: Cogito, Cogito Systems Administration, Cogito Tools Administration, Caboodle Data Model, Caboodle Administration
Knowledge of Electronic health record systems, specifically Epic software applications.
Knowledge of Software development life cycle including requirement gathering and analysis, design, implementation or coding, testing, deployment, and maintenance.
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 Basic supervisory principles and practices.
Knowledge of Customer service principles.
Knowledge of Policies, procedures, and business operations.
Knowledge of Principles and procedures in project management and project management methodologies.
Ability to Train and mentor staff, including effective coaching and team building.
Ability to Translate and document complex clinical and/or business workflows.
Ability to Interact with and work collaboratively with multidisciplinary teams and process stakeholders.
Ability to Learn and retain knowledge of all assigned applications.
Ability to Configure, implement, maintain, and evaluate Epic applications and platforms.
Ability to Troubleshoot application issues and system errors.
Ability to Multi-task complex work assignments.
Ability to Design, modify, and implement testing process.
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.
Departmental Promotional Only. Only current County of San Mateo employees in San Mateo County Health with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position prior to the final filing date may apply.
Application screening (weight: pass/fail) based on the candidates' application and responses to the supplemental questions.
Panel interview (weight: 100%) for candidates who pass the application screening.

Nice To Haves

Work experience in MyChart, Healthy Planet, or BID
Provider workflow within a hospital/clinic-based environment
Advanced expertise working with electronic health records
Experience working in a healthcare setting, preferably government county health
Experience providing lead direction and guidance in assigning, delegating, directing, training, and reviewing the work of staff
Experience participating in the coordination of the workload of lower level EHR Analysts
Experience in lead roles in “user” meetings to prioritize, review, and respond to user requests and delegate tasks and activities
Ability to assist in identifying time, resource management, requirement gathering, business need assessments, training needs i.e. Optimization, software updates, changes in regulatory requirements
Experience as a liaison between system users and information technology staff, vendors, and service providers
Experience spearheading projects requiring deeper workflow analysis with stakeholders across Health
Demonstrated ability to troubleshoot and resolve complex issues involving the crossover of several legacy and EHR platforms
Ability to work with key internal and external stakeholders to align technology solutions with business strategies
Ability to provide product management, support, guidance, and troubleshooting through technology lifecycle management, including utilizing appropriate escalation steps
Experience in implementation of new application systems
Demonstrated exceptional customer service skills
Experience in providing consultation services to customers/end-users, with ability to document business and technical problems, and identify requirements
Ability to establish and maintain effective working relationships with those encountered on the job
Excellent written and verbal communication skills with internal and external stakeholders to ensure that needs are met
Self-starter with the ability to work independently and as a member of a team
Excellent time management skills and ability to set priorities and adjust to meet deadlines
Experience working in a diverse work environment including with staff who provide the care and services for patients/clients
Adept at learning and applying newly acquired skills on the job

Responsibilities

Coordinate complex assignments involving multiple stakeholders, including software development life cycle, project planning, upgrade, build, optimization, identifying resource requirements, testing, and implementation.
Perform in-depth analysis of workflows, data collection, report details, and other technical issues in support of technical and business decision-making efforts associated with the EHR system.
Collaborate with stakeholders to improve overall EHR utilization.
Interact with vendors and other stakeholders to identify, prioritize, and recommend alternative solutions and risk mitigation strategies.
Assist in developing practices to improve configuration and documentation processes.
Monitor system performance, troubleshoot, and resolve application issues and system errors.
Participate in the evaluation of new application releases, test new applications and system upgrades.
Identify, analyze, and recommend improvements and enhancements to operational processes, system automation, and information flows to ensure greater integration of functions within the organization.
Design, develop, modify, and implement testing processes including scripts, recording test results, facilitating end-user testing, and maintaining test environments.
Facilitate and attend meetings with stakeholders to review end-user and tracking/trending issues, workflow problems, system capabilities, monitoring feedback, and potential system enhancement needs.
Respond to customer/user questions and concerns and recommend solutions as needed.
Communicate with vendors regarding technical issues.
Coordinate and participate in the review, design, configuration, and testing of new releases, upgrades, release authorizations, and special updates; evaluate new functionality and manage master file changes for new features.
Configure, test, and evaluate new or changed clinical/business application functionality and workflows to meet enterprise requirements.
Investigate, design, develop, test, and implement reports and dashboards.
Develop and document internal procedures.
Provide information and support to facilitate instructional training; participate in developing and/or lead training programs, curriculum, and lessons, including preparing training materials.
Support systems, applications, processes, and customers, and respond to queries in a timely manner.
Provide support for application incidents reported through the help desk, including 24/7 on-call coverage, as required.
Perform related duties as assigned.
Provide lead direction and guidance in assigning, delegating, directing, training, and reviewing the work of lower level EHR Analysts (when designated as Lead Worker).
Participate in the coordination of the workload of lower level EHR Analysts (when designated as Lead Worker).
Assume lead roles in user meetings to prioritize, review, and respond to user requests and delegate tasks, activities of lower level EHR Analysts (when designated as Lead Worker).
Assist in identifying timelines, resources, requirement gathering, business need assessments, training needs, vendor and stakeholder engagement needs, milestone tracking, report needs and provide guidance for other analysts (when designated as Lead Worker).
Serve as liaison between system users and information technology staff, vendors, and service providers for County-wide systems or applications (when designated as Lead Worker).
Serve as the point person for the communication and coordination of vendor engagement and communication (when designated as Lead Worker).
Spearhead projects requiring deeper workflow analysis with stakeholders across Health (when designated as Advanced Specialist).
Troubleshoot and resolve complex issues involving the crossover of several legacy and EHR platforms, and crossing over several specialties/service lines, e.g., vendors, stakeholder (when designated as Advanced Specialist).
Work with business partners across the organization to align technology solutions with business strategies (when designated as Advanced Specialist).
Provide product management, support, and guidance through the software development life cycle, including requirement gathering and analysis, design, implementation or coding, testing, deployment, and maintenance (when designated as Advanced Specialist).