Clinical EHR Support Analyst (ESA)

The Electronic Systems Analyst (ESA) is responsible for the support, maintenance, optimization, education, and operational oversight of the Electronic Health Record (EHR) system, including collaboration with departmental Super Users across the organization. This role serves as the primary liaison between clinical staff, operational leaders, Information Technology (IT), and EHR vendors such as Epic Systems to ensure safe, efficient, and effective use of the EHR.

The ESA supports system workflows, issue resolution, user access, reporting, education, upgrades, downtime readiness, and process improvement initiatives while maintaining the Super User program and EHR chain of command.

This role is essential to maintaining patient safety, regulatory compliance, and workflow efficiency in a rural healthcare environment.

Key Responsibilities:

EHR System Support:

• Provide frontline support for EHR workflows and operational issues when super users are unable to assist
• Troubleshoot documentation, orders, medication administration, scheduling, registration, and charge capture issues when super users are unable to assist
• Assist departments with workflow optimization and process improvement
• Establish and maintain an educational and communication process for EHR downtime and updates
• Initiate ticket to EHR vendor and support issues regarding the building, maintaining, and updates on:

o Order sets

o Documentation templates

o Smart phrases

o Forms

o Clinical decision support tools

o Reporting dashboards

• Manage user access, permissions, and security roles
• Coordinate EHR upgrades, testing, validation, and go-live support
• Maintain downtime and recovery procedures

Super User Program Oversight:

• Develop and maintain the facility’s Super User program
• Identify and support department-specific Super Users
• Provide initial and ongoing Super User training
• Coordinate annual competency validation
• Assist Super Users with issue escalation and workflow education
• Facilitate Super User meetings and optimization discussions
• Monitor Super User participation and engagement
• Maintain Super User resource materials and education tools

Issue Escalation and Chain of Command:

• Serve as escalation point for unresolved EHR workflow issues
• Maintain EHR issue tracking logs and help desk coordination
• Collaborate with department managers and leadership on issue resolution
• Escalate critical patient safety concerns immediately
• Coordinate vendor support and high-level issue resolution
• Support EHR governance and standardization efforts

Please note: This is an on-site position. Candidates must be able to work on campus five (5) days per week. Remote and hybrid work arrangements are not available for this role.

Education:

• Associate or Bachelor’s degree in Nursing, Health Information Management, Healthcare Administration, Information Technology, or related healthcare field

Experience:

• Minimum 3 years healthcare operations or clinical experience
• Experience using hospital EHR systems

Preferred:

• Critical Access Hospital experience
• Prior EHR analyst experience
• Experience with Epic Systems or similar EHR platforms
• Leadership of Super User experience

Knowledge, Skills, and Abilities:

• Strong understanding of hospital workflows
• Excellent critical thinking and troubleshooting skills
• Strong communication and interpersonal skills
• Ability to educate and mentor staff
• Knowledge of regulatory requirements and documentation standards
• Strong project management and organizational skills
• Ability to prioritize competing operational needs
• Strong analytical and reporting skills
• Ability to remain calm during high-pressure situations
• Leadership skills for Super User program oversight
• Able to communicate effectively in English, both verbally and in writing.
• Strong written and verbal skills.

Physical Demands:

• For physical demands of position, including vision, hearing, repetitive motion and environment, see following description.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising patient care.