IT Technician

Knoxville Orthopaedic Clinic is seeking an IT Technician/HIS Specialist for a full-time opportunity with flexible scheduling at our Central Business Office in West Knoxville. The IT Technician HIS Specialist is responsible for providing end-user support, troubleshooting, and workflow assistance for Health Information Systems (HIS), specifically focused on Electronic Health Record (EHR) and Electronic Practice Management (EPM) platforms like NextGen. This position plays a critical role in ensuring that staff can effectively use clinical and administrative systems by offering hands-on support, coordinating with internal teams, and enhancing technology-enabled workflows. The ideal candidate has strong knowledge of clinical and practice management processes and is passionate about improving care delivery through the effective use of Health IT systems.

Key Responsibilities

Strategy & Planning

• Works with the Clinical Application Specialist, as well as clinical and administrative teams, to evaluate system workflows and recommend improvements.
• Identify training and system optimization opportunities based on user feedback and usage trends.
• Contribute to planning system enhancements or upgrades that align with operational goals.
• Help ensure IT systems are optimized for clinical and administrative use.
• Help document resolutions and analyze trends for ways to prevent future problems.

Acquisition & Deployment

• Assist with customization, testing, and rollout of EHR/EPM templates and modules.
• Participate in the deployment of new systems and features, including but not limited to provisioning hardware at a new location.
• Collaborate with internal teams during system upgrades or integration efforts.
• Assist with communication with end-users to ensure understanding of new and current technologies aiding in training as deemed necessary.

Operational Management

• Field incoming Service Desk requests via both telephone and email in a courteous, timely, and effective manner.
• Serve as a first point of contact for HIS-related support, including issues with documentation, scheduling, billing, and reporting functions.
• Monitor and respond to service desk tickets related to EHR/EPM systems; escalate as needed.
• Document issue resolution steps and help maintain knowledge base resources for staff.
• Provide one-on-one or small group training to staff on system functionality and workflow alignment.
• Support quality initiatives, compliance documentation, and data accuracy across systems.
• Maintain awareness of system updates and proactively communicate relevant changes to staff.
• Partner with technical teams and vendors as needed to resolve system-level issues.

Position Requirements

Education & Certification

• Associate’s or Bachelor’s degree in a healthcare or informatics-related field or a minimum of 5 years experience supporting clinical workflows and technology tools.
• EHR/EPM certification or clinical knowledge is a plus.

Knowledge & Experience

• Working knowledge of clinical workflows and technology tools.
• Familiarity with EPM workflows such as scheduling, eligibility, and claims.
• Hands-on experience with EHR/EPM platforms (NextGen preferred).
• Ability to troubleshoot staff issues and guide staff through best practices.
• Experience communicating across interdisciplinary teams in a healthcare setting.
• Ability to multitask, manage competing priorities, and manage time effectively in a fast-paced environment.
• Knowledge of basic computer hardware and software.

Personal Attributes

• Humble, curious, and team-focused.
• Strong interpersonal and communication skills.
• Comfortable balancing priorities in a fast-paced healthcare environment.
• Committed to continuous learning and improving system usability.
• Patient and supportive in end-user interactions.

Work Conditions

• 40-hour workweek with some flexibility for hybrid remote/in-office work.
• Occasional evening or weekend work during upgrades or training periods.
• Local travel to clinical sites will be required.
• Ability to sit for extended periods and lift equipment up to 35-40 lbs when needed.

At Knoxville Orthopaedic Clinic our purpose is to improve lives through patient-centered care; every patient, every time. And we've been doing just that since our practice was founded in 1930. As East Tennessee's largest orthopedic practice with 16 clinics and onsite therapy locations, 54 surgeons, over 1000 employees and have performed over 31K orthopedic procedures, we offer competitive pay and EXCELLENT benefits, such as low cost medical, dental, vision, 401K profit sharing, PTO, and employee discounts.

We are looking for people with a team-first mindset, who want to help others and are motivated by pursuing excellence. Our “Ideal Team Player” excels in building trust through active listening and collaboration, while being humble, hungry and people-smart. “It’s not my job” is not a phrase you’ll hear around here. We’re team-driven, collaboration-minded and all-in, all the time. If this sounds like you, join our team!

Knoxville Orthopaedic Clinic was voted a TOP WORKPLACE for 2021 and 2022 by our employees!!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person