EMR HELPDESK SPECIALIST - FULLTIME

InterCommunity Health Care•East Hartford, CT

4d•Onsite

About The Position

InterCommunity is a Federally Qualified Health Center Look-Alike (FQHC LA) committed to providing accessible, compassionate care to everyone — regardless of life situation or ability to pay. We offer same-day primary care and a wide range of behavioral health services across our community health centers. Our Addiction Services Division provides a full continuum of care. At InterCommunity, we believe your well-being matters — at work and beyond. That’s why we offer a comprehensive benefits package designed to support your health, financial security, and work-life balance. The EMR (Electronic Medical Record)/ EHR (Electronic Health Record) specialist will be working directly with staff of various levels and provide Tier 1/Tier 2 technical support of our EMR/EHR applications and systems. The candidate’s priority will be in our EMR software Carelogic, and Greenway EHS which is a web based hosted EMR solution. The Ideal candidate will have the self-motivation to become the subject matter expert on the EMR applications and assist in future design and implementation within these EMR.

Requirements

Bachelor's degree or one (1) to two (2) years equivalent work experience
one (1) to three (3) years providing software support services required
Initiative
Time Management
Decision Making
Customer Service
Multitasking
Communication Proficiency (Verbal & Written)
Technology & Computer Literacy (Microsoft Word, Keyboarding)
Organization Skills

Nice To Haves

Subject matter expert on EMR applications
Assist in future design and implementation within EMR applications

Responsibilities

Provides Tier1/Tier2 Support ticket, phone, email, remote desktop, VNC, TeamViewer, support to staff using Intercommunity’s software products; works closely with staff to resolve issues across multiple products/technologies, coordinating support with outside vendors as required.
Troubleshoots and diagnoses reported problems and works to understand and correct problems; builds rapport and elicits problem/request details from; reports progress/results to staff and management in a timely manner.
Identifies EMR/EHR software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies and escalates as appropriate.
Per policy un-signs documents, unlocks encounters, create/maintain provider schedule rules in Greenway, facilitate EPCS for providers in both EMRs, deletes documents, creates users, creates Programs, Billable/Non-Billable activities, electronic service documents, configurable forms, and assists the staff in application management for edits, corrections and general system usage.
Documents all contacts processed using software support system including problem, resolution and follow-up actions required.
Coordinates with staff upcoming application enhancements and provide as needed training on new enhancements.
Using defined escalation methodology, escalates complex problems and/or complaints to Manager or third party outside contacts as directed.
Develops recommendations for enhancements to company technology and communicates them to Manager.
Becomes the subject matter expert on site for all EMR related support, process and policy issues, working with other stakeholders for future expansion of activity and program offerings.
Performs related duties as required in support of client service goals
Run established reports from Greenway (canned and BI-Tool) and Carelogic, create new reports as needed.
Support annual UDS submission with reports run from Greenway
All agency staff are required to attend all mandatory department/agency meetings and trainings