Electronic Health Record (EHR) User Support Specialist

Department: QA/QI

Reports to: Director of QA/QI

FLSA Status: Exempt

Type of Position: Full-Time

Revised Date: 05/22/2024

• Uphold all principles of confidentiality and patient care to the fullest extent.
• Adhere to all professional and ethical behavior standards of the healthcare industry.
• Interact in an honest, trustworthy and dependable manner with patients, employees and vendors.
• Possess cultural awareness and sensitivity.
• Maintain a current insurable driver’s license.
• Comply with all Kewa Pueblo Health Corporation and Santo Domingo Health Center policies and procedures, as well.
• This is an in-office/onsite M-F position with no remote work at this time.

ESSENTIAL DUTIES, FUNCTIONS & RESPONSIBILITIES:

• Provide explanations and instructions about various EHR topics to non-system staff members in clear and understandable terms.
• Effectively and diplomatically communicate within and across teams, departments, and organizations.
• Demonstrate and be a champion of exemplary customer service with end-users and team members, even when others are stressed or frustrated with technology.
• Foster a team environment and incorporate teamwork into all work elements.
• In a timely manner, capture, track, and solve level 1 and 2 help requests. Escalate level 3 help requests to NextGen Support, Clinical Applications Coordinator, and/or server and network administrators, as appropriate.
• Prioritize, coordinate, expedite, and escalate help requests for the help desk team, balancing workload, skills, personnel development, quality, service levels, and end-user needs/expectations.
• Assist with monitoring help requests, analyze trends, track quality, and recommend proactive changes.
• Present and conduct end-user training in a classroom, small group, and/or one-on-one setting.
• Develop and revise job aids for clinical and non-clinical end-users and EMR system administrators.
• Work on assigned special projects (related to EHR system training).
• Coordinate with vendors and other Information Technology team members, as appropriate.
• Assist the Information Technology team with time-sensitive installations and/or upgrades, if needed.
• Securely create, update, and deactivate/terminate user accounts.
• Support administrative, clinical, and non-clinical users on-site and remotely, as needed.
• Assists with ensuring secure, reliable access to data by users according to company standards/permissions and industry regulations while protecting data from risks.
• Maintains working knowledge of the EHR and supported sub-systems.
• Support EHR data quality and integrity (by educating end-users and assisting with proper system configurations).
• Perform other duties as assigned.
• Maintains confidentiality when exposed to proprietary information that is not common knowledge.

• Experience working with a healthcare provider/facility, in an ambulatory health care environment, preferably two (2) years.
• Three (3) years of general electronic medical record (EMR)/EHR system and practice management (PM) system experience (ideally: NextGen).
• Must have a good working knowledge of Microsoft Windows, Microsoft Office, and an EMR/EHR system and practice management system (ideally: NextGen).

• Comprehensive knowledge of EMR/EHR and PM systems.
• Comprehensive understanding of clinical workflow and healthcare-based information technology.
• Knowledge of computer maintenance, software support, security, and support tickets.
• Ability to work on multiple, concurrent, and complex projects.
• Ability to provide a range of systems training and support activities for end-users.
• Knowledge of Health Care Delivery Systems and HIPAA Security requirements.
• Ability to communicate effectively in both oral and written English, to prepare accurate, concise, complete and informative written materials and to make effective presentations to small or large groups.
• Ability to interact professionally and work productively with internal and external contacts, public, management and staff.
• Excellent teamwork and collaboration skills.
• Strong organizational skills and attention to detail.
• Knowledge of performance monitoring and continuous improvement process principles.

• Associates Degree from an accredited college or university required.
• Bilingual skills in English and the Keres native language.
• Prior experience working with Indian Health Services (IHS), a Tribe or Tribal organization.