Clinical Support Specialist

Company Overview

We Offer:

401k (6% matching), Pet Insurance, Dental Insurance, Health Insurance, Life Insurance, Vision Insurance, Employee Discount, Paid Time Off, Paid Sick Time Off, Tuition Reimbursement and annual salary increase.

Reports to: Information Systems Manager

Atlantic Dialysis Management Services, founded in 1997, offers a diverse, culturally rich work environment with a warm and inviting atmosphere.

Position Summary

The Clinical Support Specialist is responsible for supporting, maintaining, and optimizing the EMR systems, and related clinical software applications across all ADMS affiliates and the Corporate Office. This position provides ongoing technical and clinical application support during treatment hours, provides staff training and education, monitors system accuracy and compliance, troubleshoots application and hardware issues, and supports the implementation of system enhancements and regulatory changes. The role also assists with quality reporting, EQRS submissions, QIP data collection, user account management, and the enforcement of ADMS policies and procedures.

KEY RESPONSIBILITIES

• EMR Support and Optimization

· Maintain a comprehensive understanding of the EMR and its impact on clinical workflows and patient care.

· Understand the relationship between the EMR and Billing application, including the clinical impact of application workflows on billing processes.

· Provide ongoing support to clinics during treatment hours to ensure timely resolution of EMR-related issues.

· Remain available by phone to troubleshoot system issues and return all support calls within one hour.

· Travel to the affected clinic or unit when an issue cannot be adequately resolved remotely.

· Identify recurring system issues, workflow challenges, and opportunities for improvement, collaborating with the EMR Administrator to implement solutions.

· Work with clinical staff to evaluate workflows and implement process improvements that promote accuracy, efficiency, and consistency.

· Support the implementation of changes initiated by the Department of Health (DOH) and assist with communicating and incorporating applicable changes into clinical workflows.

· Assist the EMR Administrator with staff in-services regarding changes to application functionality, policies, procedures, and workflows.

· Collaborate with the EMR customer success representative to report, investigate, and resolve system issues and coordinate requested enhancements.

· Attend user meetings and represent ADMS by communicating organizational needs, sharing feedback, and participating in discussions regarding system functionality and improvements.

Clinical Training and Staff Education

· Assist the EMR Administrator with clinical training related to machine hook-up procedures and the appropriate use of the EMR.

· Provide hands-on support to clinic staff during machine hook-up activities as needed.

· Conduct spot checks and audits of machine hook-up practices to assess adherence to established workflows and procedures.

· Collaborate with Facility Administrators and Nurse Managers to educate new employees on the proper use of the EMR, and other applicable clinical applications.

· Conduct EMR in-services and training sessions to support staff competency and consistent application use.

· Assist in communicating and reinforcing changes to policies, procedures, and system functionality.

KEY RESPONSIBILITIES

EMR Support and Optimization

· Maintain a comprehensive understanding of the EMR and its impact on clinical workflows and patient care.

· Understand the relationship between the EMR and Billing application, including the clinical impact of application workflows on billing processes.

· Provide ongoing support to clinics during treatment hours to ensure timely resolution of EMR-related issues.

· Remain available by phone to troubleshoot system issues and return all support calls within one hour.

· Travel to the affected clinic or unit when an issue cannot be adequately resolved remotely.

· Identify recurring system issues, workflow challenges, and opportunities for improvement, collaborating with the EMR Administrator to implement solutions.

· Work with clinical staff to evaluate workflows and implement process improvements that promote accuracy, efficiency, and consistency.

· Support the implementation of changes initiated by the Department of Health (DOH) and assist with communicating and incorporating applicable changes into clinical workflows.

· Assist the EMR Administrator with staff in-services regarding changes to application functionality, policies, procedures, and workflows.

· Collaborate with the EMR customer success representative to report, investigate, and resolve system issues and coordinate requested enhancements.

· Attend user meetings and represent ADMS by communicating organizational needs, sharing feedback, and participating in discussions regarding system functionality and improvements.

Clinical Training and Staff Education

· Assist the EMR Administrator with clinical training related to machine hook-up procedures and the appropriate use of the EMR.

· Provide hands-on support to clinic staff during machine hook-up activities as needed.

· Conduct spot checks and audits of machine hook-up practices to assess adherence to established workflows and procedures.

· Collaborate with Facility Administrators and Nurse Managers to educate new employees on the proper use of the EMR, and other applicable clinical applications.

· Conduct EMR in-services and training sessions to support staff competency and consistent application use.

· Assist in communicating and reinforcing changes to policies, procedures, and system functionality.

EMR and Clinical Systems Support

· Provide ongoing troubleshooting and support for EMR-related issues, questions, and concerns.

· Investigate and resolve issues involving the transfer of clinical data from connected devices and systems into the EMR, including blood pressure readings that fail to cross over correctly.

· Create and maintain laboratory accounts as needed.

· Collaborate with the EMR Administrator and IT Department to investigate and resolve hardware-related issues affecting clinical applications and equipment connectivity.

· Resolve support tickets as assigned, document issues and actions taken, and follow through to ensure appropriate resolution.

· Coordinate with team members on projects, system updates, enhancements, and other operational initiatives as needed.

User Account Administration and Access Management

· Create, maintain, and update user accounts for EMR and other applicable clinical applications in accordance with ADMS policies and procedures.

· Audit user accounts and access lists regularly to ensure they reflect current clinical staffing assignments.

· Coordinate account creation, modification, and removal as appropriate when staff members join, change roles, or leave the organization.

· Assist clinical staff with account access and application-related questions.

· Maintain appropriate user access and support compliance with established system security and access management requirements.

Regulatory Compliance, Quality Reporting, and Data Management

· Support compliance with applicable Department of Health requirements and ADMS policies and procedures related to clinical software and its applications.

· Assist with identifying and implementing application or workflow changes required to meet regulatory and organizational requirements.

· Run and distribute monthly reports for clinics, ensuring timely completion and communication of relevant information.

· Resolve EQRS errors and assist with completing required monthly submissions within established deadlines.

· Assist clinic staff with creating EQRS accounts and troubleshooting account access or submission-related issues.

· Retrieve and compile Quality Incentive Program (QIP) data for designated clinics. Coordinate with QIP committee on initiatives to increase performance and decrease penalties.

· Monitor monthly QIP measure completion and work with the clinic staff of outstanding requirements to support timely reporting and compliance.

· Assist with identifying data discrepancies and coordinating corrections with the appropriate clinic personnel.

Collaboration and Continuous Improvement

· Work closely with the EMR Administrator, IT Department, Facility Administrators, Nurse Managers, clinical staff, and external vendors to maintain reliable clinical application operations.

· Communicate system issues, operational concerns, and recommended improvements to the appropriate stakeholders.

· Participate in projects involving clinical applications, EMR functionality, workflow optimization, reporting, and system enhancements.

· Promote consistent application use, adherence to established procedures, and continuous improvement across ADMS clinics.

· Perform other related duties as assigned to support clinical operations and organizational objectives.

Key Performance Expectations

· Provide responsive clinical application support during clinic treatment hours, with all support calls returned within one hour.

· Promote accurate and consistent use of EMR, and related clinical applications.

· Support timely resolution of application, connectivity, hardware, and user access issues.

· Maintain accurate user account records and current clinical staff access lists.

· Support completion of monthly reports, EQRS submissions, and QIP measures within required timeframes.

· Ensure timely communication and implementation support for applicable regulatory, policy, and system changes.

· Foster collaboration between Clinical, IT Department, corporate office, and vendor teams to improve system performance and clinical workflows.

Required Qualifications

· Some college or at least 2 years of related experience

· Unencumbered driver’s license

· Strong written and verbal communication skills

· Ability to manage multiple priorities and meet deadlines

· Experience in a healthcare or regulated environment

Key Competencies

· Clear and professional writing and communication

· Presentation skills

· Proficient in Microsoft Office Suite

· Adaptability and problem-solving

· Discretion when handling sensitive information

· Time management and prioritization

Working Conditions

• Office-based work environment with 75% travel to ADMS clinics. Occasional evening or weekend work

Pay: $25.00 per hour

Expected hours: 37.5 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid sick time
• Vision insurance

Work Location: In person