EHR Support Analyst

Who we are: La Clinica de La Raza is a non-profit, community-based health center established in 1971 to address health barriers and create better lives for the underserved. We have proudly grown into over 35 sites across Alameda, Contra Costa, and Solano County. To learn more about our history, click here: Our History - La Clinica or visit our website at www.laclinica.org.

Job Summary:

Be part of an innovative technical team: We are seeking an experienced EHR Support Analyst to join our Electronic Health Records Support team. The position is perfect for someone with a passion to teach technology, to work with end users on software & clinic workflow, provide on-site support and serve as the end user liaison for the team. Must be reliable, self-directed, and take initiative. The EHR Support Analyst is responsible for: EMR system maintenance, overall success of the EMR support, training and knowledge transfer to Super Users and staff, and overall provider and staff satisfaction & fluency of the EMR. The EMR EHR Support Analyst supports all aspects of the EMR implementation, configuration, and training. The EHR Support Analyst will interact directly with physicians and physicians' office staff to configure, test, train, implement and support the use of the EMR software.

The chosen candidate will be part of a group responsible for the training and support of all clinical and administrative personnel in various healthcare specialty groups and will create training documentation & curriculum. The candidate will perform clinical training for new hires and ongoing user training during system changes/upgrades. The candidate will also participate in the interpretation & documentation of system changes, user requirements and quality assurance testing to ensure end user requirements are met with a focus of efficient clinic workflow. This position will interact with physicians, providers, site managers, medical directors, and other associated teams.

Major Areas of Responsibility, include but are not limited to:

Duties/Responsibilities:

Essential Functions

• Develop and continuously update training materials for various training needs (new user training, refresher training for end users, helpful hints, and frequently asked questions).
• Conduct both group and individual training sessions with end users as needed.
• Serve as a primary resource to the EMR super- users in ticket resolution.
• Provide EMR support via phone and webinar from the Information Technology Department located in Alameda, CA.
• Prepare and conduct new hire trainings for all clinical staff and some non-clinical staff.
• Work collaboratively to create and update new EMR training materials and classes
• Conducts EMR system training as needed.
• Provide EMR support as needed.

Account Manager

• Must be able to travel between all clinics (We are spread across Alameda, Contra Costa and Solano Counties) to support EMR onsite training and trouble shooting.
• Create and complete work orders regarding EMR on behalf of our clinics
• Provide ‘Hands-On’ EMR support in-person at the clinics to ensure proper application of key clinical and technical concepts/learnings.
• Assist with coordinating clinical/administrative request for EMR system modification and act as a liaison between the end user and information technology, practice services, staff and physicians to optimize tools and workflows in the EMR application.
• Provides weekly check in with site's clinical staff through elbow-to-elbow support to assess end user fluency and satisfaction.
• Provides management technical system guidance to improve and streamline operational workflows.
• Conduct periodic observations of end users in their environment to identify areas for improvement and suggestions for workflow redesign.

System Maintenance & Implementation

• Responsible for the overall health of the EMR
• Performs daily system maintenance as instructed by Vendor and internal staff.
• Reviews all system notifications and updates, and documents potential changes to workflows.
• Implements changes in the EMR in accordance with Vendor standards as they relate to the workflows.
• Ensures EMR Vendor support tickets are being worked in a timely manner in accordance with the sites' outlines service level agreement (SLA).
• Supports all phases in the EMR implementation.
• Coordinates system changes with leadership for decision making.
• Provides second tier support for all modules when an issue is escalated to the help desk level.

Subject Matter Expertise

• Maintains up-to-date expertise on the operation and application of the EMR system.
• Has a working knowledge of key indicators, standards, and processes related to EMR systems.
• EHR Support Analyst will be expected to communicate and support the Super user to ensure all staff has understood EMR changes.
• Documents super user work and conducts frequent assessment of the site's super user team.
• Conduct “root cause” analyses and periodic systems audits with summaries. Create spreadsheets and develop reports detailing operational effectiveness.

Minimum Job Requirements:

Knowledge, Skills, and Abilities:

• Strong knowledge of clinic and patient workflows
• Positive training competencies
• Self-learner with ability to easily learn new software required
• Strong skills in Microsoft Office
• Reliable transportation required
• Ability to teach different kinds of learners and in different methods (remotely, in-person, classroom style, one-on-one, etc.)
• Ability to work in a team and as an individual
• Attention to detail and excellent analytical and critical thinking skills (strong problem-solving skills).
• Ability to create spreadsheets and develop reports detailing operational effectiveness.
• Excellent customer service, organizational, interpersonal and communication skills
• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment
• Able to problem solve in the various aspects of EMR system data
• Must be able to work flexible hours. Some evenings, nights, and weekends are occasionally required. May include taking after-hours support calls.
• Able to respond to issues during non-production hours
• Demonstrate flexibility and ability to accept changes gracefully.
• Able to work professionally and collaboratively in a team-based health care delivery setting. Ability to work alone.
• Ability to work across cultures and demonstrate support of diversity, equity and inclusion.
• Ability to be kind, empathetic, considerate, understanding, highly communicative, willing to work with others to solve problems, unable to talk down to others, consider everyone an equal, respectful, and must be an all-around great human being to work with.

Education and Experience:

• Required: High School Diploma or Equivalent
• Bachelor's Degree highly desired in business, health care, education, or related field
• Experience with EMR/EHR required

Highly Desired:

• Epic Certification in multiple modules
• 1 year experience as a super user/support role using EMR
• At least 1 year experience in computer related training or adult education
• At least 1-3 years of Electronic Health Record system experience within a practice
• OCHIN Epic experience
• Experience supporting and implementing EMR
• EMR Super User strongly preferred
• Preferred clinical experience but not required
• Preferred knowledge of medical terminology
• FQHC and/or Healthcare background

Physical Requirements:

• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Bending/lifting, pushing/pulling, adjusting, or moving objects weighing up to 15 pounds in all directions and occasionally more.
• Repeating motions that may include the neck, wrists, hands and/or fingers.
• Upper extremity demands: Reaching above shoulder and/or below waist.