Nexus Family Healing is excited to hire an Electronic Health Records (EHR) Helpdesk Technician to support our growing EHR team and organization!
This is a fully remote opportunity! We only require that our candidate resides in one of our operating states (MN, ND, IL, MD, OR).

Position Summary:

Our EHR Helpdesk Technician manages the day to day first-tier technical support requests, questions, & resolution, for the Electronic Health Records department. This role manages Nexus’ EHR ticketing system and provides support for all internal clients. This position will support Nexus agencies and the home office in receiving, responding to, and troubleshooting first tier technical issues relating to the EHR system while providing exceptional customer service.

Primary responsibilities:

Operational, Technical & Ticketing Support

• Serves as a primary point of contact in receiving, responding to, and resolving first-tier tickets in the Electronic Health Records (EHR system) for agency and home office internal clients
• Creates new tickets within the system according to EHR processes while providing exceptional customer service in all conversations and interactions
• Balances a sense of urgency with a high degree of emotional intelligence
• Troubleshoots technical issues by following the EHR troubleshooting processes; collaborates with the EHR team members as necessary to escalate or resolve technical issues and follows up with the client to communicate resolution
• Opens, manages, and monitors tickets relating to access needs, system errors, form testing and changes, permission activations, and addressing documentation or processing errors
• Collaborates with Information Technology (IT) team and other personnel as needed relating to integration, network, or technical challenges
• Develops and executes reports out of the EHR system at the request of Director of Electronic Health Records and Nexus leadership; adjusts reporting specifications as needed and presents data in an informative and objective manner

Process & Documentation

• Works with Nexus agencies to ensure continuity of system use and ticket creation and resolution
• In collaboration with the EHR Team, provides input and feedback around EHR documentation, processes and workflow; co-authors and edits the process documentation for ticket creation and resolution

Education & Training

• Provides introductory education and training to EHR system end-users on how to login, access records, use forms, save records, and leverage system functionality
• Creates and co-authors education/end-user training sessions and training materials including end-user FAQ’s for basis day to day operations and present or co-present training on a group or individual basis

Policy & Compliance

• Understands and abides by HIPAA, state laws, and company policies relating to client health and personal information; performs job functions while observing confidentiality and privacy
• Demonstrates professionalism and work accountability – emulates a spirit of cooperation among team members and complies with home office and site policies and procedures

Schedule and Pay:

• Full time remote opportunity: candidate must live in one of our operating states (MN, ND, IL, MD, OR).
• Monday through Friday
• Starting Salary: $25.00 an hour!
• Occasional business travel to site business offices or company sponsored events may be required. 

Nexus’ Comprehensive Benefits Include: 

• Four weeks paid time off (PTO) in the first year of employment
• Multiple options for health insurance coverage
• No-cost life insurance
• Short/long-term disability insurance
• 401k match
• NEW – Talkspace Therapy Benefit for the whole family
• NEW – Hinge Health Benefit for the whole family
• NEW – Carrot Fertility Benefit
• Tuition assistance and training opportunities
• Advancement pathways and internal promotion
• And much more!

Required Education and Licensure:

• High School Diploma or GED
• 2 years help desk support experience service internal and/or external clients in a technical capacity

Preferred Education and Experience:

• 2 years customer service experience, with end user training experience
• Previous experience with electronic health records
• Experience with any NetSmart products including myEvolv, Order Connect, or myHealthPointe

At Nexus Family Healing, our voices and actions are focused on recognizing, affirming and respecting people of every race, ethnic background, socio-economic status, sexual orientation, gender expression and faith.

ICARE Values & Behavioral Competencies:

• Innovation: Leading the way and implementing creative, cutting-edge ideas and approaches.
• Compassion: Listening, honoring differences, and showing respect, kindness, empathy care, and concern.
• Agility: Exhibiting flexibility and adapting quickly.
• Responsiveness: Being quick, positive, and accurate.
• Excellence: Demonstrating quality results that surpass ordinary standards.

APPLY TODAY TO BE CONTACTED BY OUR RECRUITING TEAM! When you work at Nexus, you have the opportunity to change lives — including your own!

Keywords: "Helpdesk", "Remote", "Help Desk Technician", "Help Desk Support", "Customer Service" "EHR Support", "Electronic Health Records", "Work from Home", "WFH", "Non-Profit", "Troubleshooting", “Netsmart”, “myEvolv”