Description

ESSENTIAL FUNCTIONS:

The eCW Training & Support Specialist is responsible for providing comprehensive training and technical support to end-users. This role involves facilitating training sessions, assisting with system implementation, troubleshooting technical issues, and ensuring efficient utilization of EMR software. 

The eCW training and support Specialist collaborates closely with healthcare professionals, IT teams, and vendors to optimize the EMR system's functionality and user experience.

DUTIES AND RESPONSIBILITIES:

EMR Training Delivery:

• Conduct group or individual training sessions to educate end-users (existing employees and new hires) on eCW functionalities, workflows, and best practices.
• Develop and update training materials, including user manuals, guides, and presentations.
• Customize training programs based on the needs of various healthcare professionals, such as doctors, nurses, and administrative staff.
• Assess trainees' comprehension and progress, providing additional support as needed.

Technical Support

• Serve as the primary point of contact for end-users regarding EMR-related technical issues, inquiries, and requests.
• Troubleshoot and resolve software and hardware problems, escalating complex issues to the appropriate IT teams or vendors.
• Provide guidance on system configuration, access rights, and security protocols.
• Documents support tickets, resolutions, and recurring issues to identify trends and recommend system enhancements.
• Functions as EHR/EMR super user performing admin tasks such as adding, deleting, or modifying employees, offices, visit note templates, letter templates, provider schedules, audit management, e-prescription setup (medications, pharmacies), creating custom reports, and other admin related tasks.

System Implementation

• Collaborate with project teams and IT personnel during EMR system implementation and upgrades.
• Assist in data migration, system integration, and user acceptance testing.
• Coordinate training schedules and ensure timely communication with stakeholders.
• Participate in user acceptance testing and provide system usability and functionality feedback.

User Adoption and Optimization

• Identify opportunities to enhance user experience and streamline workflows within the EMR system.
• Conduct periodic audits to ensure compliance with organizational policies and procedures.
• Analyze user feedback and recommend system improvements or modifications to enhance efficiency and productivity.
• Stay updated with industry trends and new features in EMR systems, sharing relevant information with end-users and stakeholders.
• Assist the Clinical Trainer in performing periodic assessments of Front and Back Office Medical Assistants’ ability to follow the Service Model when performing point-of-care lab tests, procedures, and clinical protocols within the office setting using the EHR/EMR system.

User Engagement and Communication

• Foster positive relationships with end-users, addressing their concerns and providing ongoing support.
• Promote the benefits of the system, encouraging adoption and utilization.
• Develop and deliver educational materials, newsletters, and announcements to enhance user knowledge and engagement.

SUPERVISORY RESPONSIBILITIES

• Not Applicable

QUALIFICATIONS/REQUIREMENTS

• Must have eClinical Works (ECW) experience. 
• Solid understanding of Electronic Medical Records systems and healthcare workflows.
• Experience in delivering training sessions or providing technical support in a healthcare setting.
• Proficient in using EMR software and related applications.
• Social perceptiveness and service-oriented
• Strong problem-solving and analytical skills with the ability to troubleshoot technical issues.
• Excellent communication and interpersonal skills, capable of engaging with diverse stakeholders.
• Excel under pressure with attention to detail with the ability to document and report on support activities.
• Ability to work independently and as part of a team in a fast-paced environment. proactively follow-up on critical items.
• Skilled in identifying problems, researching, and recommending solutions.
• Knowledge of HIPAA regulations and healthcare data privacy and security is preferred.

WORKING CONDITIONS

General office working conditions 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

While performing the duties of this job, the employee will be required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs, balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust to focus. Frequent travel is required, often up to several hours of driving per day. Ability to travel to, attend, and conduct sales presentations. Manual dexterity required to use desktop computer and peripherals. Exposure to variable weather conditions is likely. 

WORK ENVIRONMENT

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

TRAVEL

Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected.

SAFETY HAZARD OF THE JOB

Minimal Hazards

This job description does not list all duties and responsibilities of the job. You may be asked by supervisors or managers to perform other instruction, duties and responsibilities, as appropriate. You will be evaluated in part based upon your performance of the duties and responsibilities identified in this job description. 

Management has the right to revise this job description at any time. The job description is not a contract for employment, an either you or the employer may terminate employment any time, with or without cause.