Senior EHR Support Analyst

Virginia Garcia Memorial Health Center•Hillsboro, OR

2d•Hybrid

About The Position

The Senior EHR Support Analyst plans, analyzes, modifies, and optimizes Epic EHR as it relates to EpicCare, Wisdom, and Willow applications. The Senior EHR Support Analyst serves as the initial point of contact to support the EHR Support Analysts. In addition to the responsibilities listed below, this position is responsible for mentoring and providing technical support for more junior support team members and training newly hired EHR Support Analysts. This role assists with the evaluation and implementation of work transitioning to the Service Desk.

Requirements

Ability to troubleshoot and problem-solve in a clinical or EHR setting.
Knowledge of training and teaching strategies, methodologies, and basic instructional concepts.
Ability to perform effective one-on-one and group training.
Extensive knowledge of EPIC system (EHR and EDR).
Proficiency with MS Office Suite (Excel, Word, Outlook, PowerPoint) and ability to demonstrate these skills.
Excellent Customer Service skills.
Planning and organizational skills.
Excellent interpersonal and communication skills, written and verbal.
Ability to make independent decisions based on VGMHC policies and protocols.
Ability to work effectively in a team environment.
High degree of confidentiality, integrity, and professionalism.
Commitment and alignment to Virginia Garcia’s mission, vision, and values.
Valid Oregon driver’s license, reliable transportation, safe driving record, and insurance coverage required.
Bachelor’s degree in Computer Science or related field required.
Minimum three years’ EHR/IT Experience in a support or operations environment.
OCHIN certification/proficiency required.
EpicCare Ambulatory Certification required at or within twenty-four months of hire.
Epic Prelude Certification required at or within twenty-four months of hire.
Epic Cadence Certification required at or within twenty-four months of hire.

Nice To Haves

Knowledge of basic medical terminology preferred.
Bilingual English/Spanish language skills (speaking, reading, and writing) preferred.
Experience with vendor management or vendor collaboration preferred.

Responsibilities

Delivers prompt end-user customer support to VGMHC employees.
Provides first and second level support to resolve problems with products and applications.
Resolves complex problems and provides support to other EHR Support Analysts.
Spearheads and executes process improvement projects to optimize operational efficiency.
Fosters key stakeholder relationships, both internally and externally.
Collaborates with other project managers, maintaining open lines of communication to ensure project success and stakeholder satisfaction.
Conducts testing of new software implementations, upgrades, and fixes.
Assumes ownership and accountability for the submission, monitoring, and tracking of Epic items using the JIRA reporting system and an internal Help Desk and Reporting system.
Assists with efforts to analyze and prioritize incoming Solar Winds (Samanage) requests and alerts and help distribute as needed.
Provides on-site elbow support during the implementation of new software applications and system upgrades at each VG site, focusing on the Epic system.
Collaborates closely with VG's training team to design and implement comprehensive training programs that enable users to leverage new functionality and upgrade rollouts effectively.
Undertakes project management responsibilities for medium to large projects or sub-projects.
Develops comprehensive workflow maps (Visio) and training documentation that accurately captures and articulates changes.
Conducts feasibility studies on office automation, including workflow analysis, space design considerations, and cost analysis to support informed decision-making and improve operational efficiencies.
Cultivates a collaborative and proactive approach with clinic leadership and users to identify opportunities for operational efficiencies, clinical practice support, and improved health outcomes.
Employs advanced problem-solving skills and industry knowledge to improve clinic operations and enhance patient care delivery.
Escalates complex issues through appropriate leadership levels while ensuring effective communication with stakeholders.
Monitors and tracks resolution of system error pools, such as refill, E-prescribing, results, and order transmittal errors.
Updates and maintains member-managed system setups, including the provider master file, letter templates, Smart Phrases, and other service area files.
Collaborates with staff to support service area preference lists and Smart Tools to troubleshoot and address user needs.
Maintains partnership with OCHIN and advisory workgroups support effective implementation of new features and upgrades and to ensure successful adoption and utilization of enhanced functionalities.
Participates in monthly OCHIN meetings to share best practices and updates.
Represents EHR in workgroups, including Integration, Claims/Billing, Reporting, Clinical, and Operations.
Conducts thorough evaluations of software solutions and recommends improvements or upgrades and reports findings to EHR Support Supervisor.
Takes ownership of creating and maintaining Provider Epic user accounts, Provider Master Files (PMFs), Remote Access, LabCorp Link, Haiku/Canto, and Nuance Dragon Speak.
Collaborates with VG Communications team to develop, schedule, and deploy CareMessage patient text message outreach.
Assumes responsibility for creating and maintaining CareMessage user accounts.
Works with OCHIN and VG Communications team to maintain and update VG MyChart website and application.
Maintain updated Order Transmittal destination maps as needed.
Reviews OCHIN alerts or notifications and service/enhancement packs and disseminates information to end users promptly.
Maintains current knowledge of advancements and best practices in EHR systems, healthcare technology, and regulatory requirements. Participate in conferences, webinars, and advanced training sessions to continuously enhance knowledge and skills related to EHR support, showcasing a relentless pursuit of professional growth and excellence.
Trains newly hired EHR Support Analysts.
Follows procedures for incident escalation and notification to EHR Support Supervisor.
Performs other duties and projects as assigned.
Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).