Health IT Systems Support Specialist

Seneca Nation Health System•Town of Hanover, NY

About The Position

The Health IT Systems Specialist provides first-level technical and application support for the organization's electronic health record (EHR), clinical applications, and related information systems. Under the direction of the Director of Information Technology, this position assists with user support, system administration, data quality activities, regulatory reporting support, and routine maintenance of healthcare information systems while ensuring secure, reliable, and efficient technology operations that support quality patient care.

Requirements

Working knowledge of Microsoft Windows desktop operating systems.
Familiarity with Microsoft 365 applications including Outlook, Word, Excel, Teams, etc.
Basic understanding of Active Directory and user account management.
Familiarity with remote support tools and help desk ticketing systems.
Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN connectivity, and network printing.
Basic working knowledge of EHR/EMR end-user functions and clinical workflows.
Ability to communicate technical concepts clearly to non-technical users.
Strong attention to detail and organizational skills.
Time management skills; ability to prioritize routine tasks.
Good oral and written communication skills required.
Ability to perform first-level troubleshooting of common computer hardware and software problems, escalating more complex issues as needed.
Ability to work independently on routine, well-defined tasks while following established procedures.
Basic understanding of healthcare privacy regulations (HIPAA).
Ability to document technical issues accurately.
Ability to learn new healthcare technologies quickly.
Basic understanding of healthcare operations and clinical workflows.
Customer service skills with a patient and professional demeanor.
Associate's degree in Information Technology, Health Information Technology, Computer Science, Healthcare Administration, or related field preferred.
In lieu of degree, two (2) years' experience in a healthcare, IT help desk, or information systems support role.
Basic familiarity with EHR/EMR end-user functions preferred; prior healthcare setting experience a plus.
Experience with standard PC hardware, common office software applications, and basic network/printer troubleshooting required.
Familiarity with Microsoft Office 365, Active Directory account support, and general help-desk ticketing preferred.
Exposure to SQL, reporting tools (e.g., SSRS or Power BI), or HL7/FHIR concepts is a plus but not required.
Demonstrated customer service experience preferred, particularly in a healthcare or technical support environment.

Nice To Haves

Prior healthcare setting experience a plus.
Exposure to SQL, reporting tools (e.g., SSRS or Power BI), or HL7/FHIR concepts is a plus but not required.
Demonstrated customer service experience preferred, particularly in a healthcare or technical support environment.

Responsibilities

Provides basic technical assistance to programs on data entry, data collection, and use of common software packages such as the Microsoft Office suite.
Assists programs with routine data quality validation activities under the direction of senior IT or clinical systems staff, including identifying incomplete, duplicate, or inconsistent demographic, provider, encounter, and clinical data; documenting findings; assisting with routine corrections; and escalating complex data integrity issues for further review.
Follows established system use, data input, and retrieval policies and procedures.
Maintains up-to-date and accurate records and files.
Stays current on basic developments in information technology relevant to day-to-day duties.
Provides user orientation on standard software and programs; assists users with retrieving deleted or damaged files; provides one-on-one assistance with application basics and routine user problems; helps coordinate user group meetings as directed.
Assists in identifying workflow issues reported by clinical and administrative users and documents findings for review by senior IT staff.
Responds to routine user inquiries and requests for PC and standard application support; performs first-level troubleshooting; escalates unresolved issues to the Director of IT or senior IT staff; distributes existing training materials and documentation to users.
Monitors assigned computer systems and applications for basic performance issues; reports connectivity problems and hardware conflicts to senior IT staff for diagnosis and resolution.
Supports EHR user provisioning activities under established policies and procedures, including creation, modification, disabling, and auditing of user accounts; processing role-based access requests; password resets; and other routine, pre-approved administrative functions. Performs only authorized administrative tasks within assigned applications. Independent security role design, workflow configuration, template development, clinical build, decision support configuration, interface development, and system configuration remain the responsibility of senior IT staff or other authorized personnel.
Assists senior IT staff with EHR testing during upgrades or patches by following provided test scripts and documenting results.
Assists with routine report generation, validation, and distribution using established reporting tools. Reviews reports for completeness, identifies obvious data inconsistencies or anomalies, documents findings, and refers discrepancies requiring investigation to senior IT or clinical system staff.
Assists in monitoring and documenting the status of established interfaces (e.g., HL7 v2, FHIR, CCD) with labs, HIE, immunization registries, e-prescribing, and PDMP, and reports any interruptions to the Director of IT or senior IT staff for resolution.
Provides basic administrative support for quality reporting activities (e.g., UDS, eCQMs, Promoting Interoperability, PCMH) as assigned by senior staff.
Assists senior IT staff with technology implementation projects, software upgrades, equipment deployments, and workflow improvement initiatives.
Supports established EHR downtime and recovery procedures by assisting clinical departments during planned and unplanned system outages, distributing approved downtime documentation, assisting with communication and status updates, supporting recovery activities following system restoration, and documenting issues encountered during downtime events under the direction of senior IT staff.
Protects the confidentiality, integrity, and availability of electronic protected health information (ePHI) by adhering to HIPAA, organizational security policies, and established user access procedures.
Maintains current knowledge of healthcare information technology, electronic health record functionality, regulatory requirements, and industry best practices through continuing education, training, and professional development.
Demonstrates the ability and willingness to progressively assume additional responsibilities related to healthcare applications, clinical information systems, reporting, workflow optimization, and healthcare technology as knowledge, skills, and experience increase.
Upholds and promotes the value and integrity of the Seneca Nation Health System's mission statement. Will promote SNHS in a positive manner.
Provides care through a trauma-informed lens by incorporating key principles of both physical and psychological environment safety, trustworthiness and transparency, collaboration of decision-making during developments, empowerment of co-workers by recognizing and building upon individual strengths, as well as recognizing and respecting the diversity of cultural backgrounds and sensitivity.
Attends all mandatory staff meetings, trainings, and in-services.
Adheres to policies and procedures of the department, Seneca Nation, and Seneca Nation Health System.