Electronic Health Records Support (Athena)

Healthstar/CPS•Morristown, TN

About The Position

This role involves providing support for Electronic Health Records (EHR) systems, specifically Athena. The position requires active participation in meetings with department heads and super-users to identify and prioritize needs, acting as a support and point of contact for EHR end-users, and supporting the go-live process for new departments, offices, and providers. The role also includes providing support for the assessment, coordination, documentation, testing, and implementation of programming, upgrades, and project requests. Maintaining strong relationships with application vendors and working with end-users to complete assigned projects are key responsibilities. The position offers support for project direction and management, contributing to project management protocols, and assisting with implementation services such as project management, rollout support, system selection, and operational planning. Responding to support calls within designated times, providing clear documentation, staying current on EHR releases/updates, completing project status reports, and escalating issues are also crucial. The role serves as a resource for other staff members and handles multi-project interactions, interface investigations, assessments, and related decisions in conjunction with the Electronic Health Records Specialist, while considering project priorities. Testing new builds and applications and creating/building templates, departments, and providers within the system are also part of the duties.

Requirements

Demonstrates knowledge of the business, clinicals and communicator content of systems.
Must demonstrate the ability to lead projects from inception to completion with management supervision.
Must be competent in Microsoft and Excel software applications.
Excellent communication, organizational, time management, and customer service skills.
Excellent phone etiquette.
High School Diploma or equivalent.
Minimum of two years similar experience in a healthcare or business environment.

Responsibilities

Actively participate in routine meetings with department heads and/or super-users to identify, document, and prioritize their needs.
Perform follow up with departments to maintain a casual interface with the individuals and to focus on relationship building with the department.
Act as support and point of contact and support for EMR end users.
Support the go-live process and onboarding of new departments/offices and providers.
Provide support in the assessment, coordination, documentation, release note review, testing, and implementation of programming, upgrade, and project requests.
Maintain a strong and positive relationship with all application vendors.
Work with end users to complete projects as assigned.
Provides support for the project direction and management to a team of resources in order to accomplish common goals defined by the project scope and objectives.
Provides input in the development of project management protocols, procedures, and guidelines.
Provides support for the implementation services including, but not limited to: project management, rollout support, system selection, and operational planning.
Respond to support calls within designated times according to priority, and provide regular updates until resolution.
Provide and communicate clear documentation for support, status, and issues resolutions.
Remain current on Electronic Health Record releases/updates.
Completes project status reports and is responsible for escalating issues and resource needs to IT management.
Serves as a resource for other staff members.
In conjunction with and at the direction of the Electronic Health Records Specialist handles multi-project interactions, investigates/resolves interfaces, assessments, and related decisions while considering project priorities based on resources and funds.
Perform testing on new builds and applications during implementation and maintenance phases.
Create and build templates, departments and providers within the system.