What are the responsibilities and job description for the EHR User Support Specialist position at Texas Tech Univ Health Sciences Ctr?
Provides technical support to EHR (electronic health record) system users via phone, remote access, and/or in-person visits. Identifies, researches, resolves technical problems, and refers unresolved issues to engineering/development staff as needed. Identifies gaps in user knowledge and provides system training as appropriate.
This position is for a remote/hybrid role with three days per week worked onsite at a regional office location in Lubbock, Amarillo, or Abilene. The schedule offers flexibility while supporting both remote technical assistance and in-person collaboration.
The ideal candidate will have strong customer service skills and previous experience training physicians and other medical providers, with an emphasis on clear communication, patience, and professionalism.
This position is for a remote/hybrid role with three days per week worked onsite at a regional office location in Lubbock, Amarillo, or Abilene. The schedule offers flexibility while supporting both remote technical assistance and in-person collaboration.
The ideal candidate will have strong customer service skills and previous experience training physicians and other medical providers, with an emphasis on clear communication, patience, and professionalism.
- Serve as a front-line resource and subject matter expert for staff using the electronic health record (EHR), providing clear, user-friendly guidance and support.
- Design and deliver engaging EHR training sessions (both live and virtual), ensuring staff feel confident and supported in their use of the system.
- Develop easy-to-follow training materials and job aids tailored for a variety of learning styles and user needs.
- Provide hands-on support to EHR end users, troubleshooting technical and process issues with patience, professionalism, and a customer service mindset.
- Respond to help desk tickets according to unit SOPs, while maintaining a focus on timely resolution and positive user experience.
- Act as the primary liaison between staff, business partners, and IT teams, ensuring end users’ needs are clearly understood and addressed.
- Support clinicians with licensing and access management, maintaining accurate records of authorized users and ensuring compliance with access policies.
- Regularly gather feedback from end users to identify opportunities to improve training, support, and system usability.
- Contribute to maintaining the Managed Care knowledge base, ensuring information is accessible, accurate, and easy for staff to use.
- Participate in occasional onsite visits at correctional facilities to provide in-person training and user support.
- Ability to pass a Texas Department of Justice background check.
- Bachelor's degree from four-year college or university;
- One (1) year related experience; or equivalent combination of education and experience to equal five (5) years.