This position is responsible for providing training, template building, helpdesk support and general business guidance to our client practices that are using eCW Software. The position functions as a consultant to physician practice staff to insure the eCW system is used effectively and productivity is maximized. Consultations will include interactions that range from quick trouble shooting to extensive educational sessions depending on the needs of these customers. The Practice Support Analyst (PSA) will meet with potential new customers to assess practice equipment needs as well as participate in the implementation of their software in their practice. The PSA is required to earn a certification as an eCW Trainer*. The PSA uses appropriate knowledge bases to assist in problem analysis and works with outside vendors to implement systems and completes other duties as assigned.
- Trainer certification is a 7-week training program administered by ECW. The course consists of a 5-week training class at eClinicalWorks Headquarters in Boston, MA, 1-week remote training, and 1-week of guided training. PSA must pass a test to become certified.
Associates Degree in Nursing (ADN) OR may substitute three (3) years physician practice management software/systems experience (example: previous eCW experience/certification/training) for ADN.
Must become eCW Certified Professional at completion of initial training.
A minimum of three (3) years general related Information Technology experience, required.
One (1) year IT experience in a medical practice with an EMR, preferred.
Broad knowledge of Server/PC hardware and peripherals, required.
Experience with Microsoft Office, Outlook, WebEx (or equivalent), required.
Experience with electronic practice management, EMR and billing systems, required.
Knowledge of practice management and EMR software, required.
Knowledge of eClinicalWorks (ECW), preferred.
Exceptional customer service.
Strong project tracking and teaching skills.
Ability to deal with stressful situations.
Ability to handle multiple projects simultaneously.
To be able to coach and train diverse group of people; able to dialog confidently with physicians and office staff.
Exceptional communications (oral & written) and presentation skills - be able to conduct engaging and effective training sessions to diverse audience.
Ability to multi-task and excel in a fast-paced environment.
Work well independently and as part of a team, with minimal supervision.
Become a subject matter expert on ambulatory EMR application features, functions and configuration options.
Design and develop training materials including trainer/student guides, job aids/quick reference guides, PowerPoint presentations, and other blended learning approaches for instructor-led, self-paced, and computer-based training.
Prepare and facilitate training courses including new hire orientation, refresher training, system upgrades and other identified needs in a variety of settings including; in person, classroom, on-line and through other methods based on available technology.
Ensuring client end users are properly trained in areas of the application related to their job function.
Light-Medium Physical Agility Testing (PAT) Rating
While performing the duties of this job, the employee is frequently (activity or condition exists from 1/3 to 2/3 of the time) required to stand, sit, and walk; frequently to use hands, fingers; and frequently to talk or hear. The employee must exert 15 to 20 pounds of force occasionally (activity or condition exists up to 1/3 of the time), and/or 5 to 10 pounds of force frequently, and/or greater than negligible up to 5 pounds of force constantly to move objects.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job and will be measured by post offer Physical Agility testing with a required “Light-Medium” rating to verify ability to meet the requirement.