Job Title: Clinical Systems Support Representative
Supervisor: Health Informatics Manager
Job Description
The Clinical Systems Support Representative provides support to users regarding
computer information systems and electronic medical record (EMR) applications. This role
collaborates with site and department personnel to identify, troubleshoot, and resolve
information system issues and workflow needs. If system issues require configuration,
development, or technical repair beyond the scope of this role, the Clinical Systems
Support Representative will escalate the issue to the Senior System Analyst or the Health
Informatics Manager, who will coordinate with the system vendor as needed to achieve
resolution.
The Clinical Systems Support Representative is responsible for maintaining advanced EMR
knowledge and attending educational sessions and training for professional development
related to job responsibilities. This position requires maintaining a comprehensive
understanding of eClinicalWorks (eClinicalWorks), including security settings, user
settings, local settings, and practice defaults. The Clinical Systems Support Representative
will manage incoming support requests through multiple communication methods in a
timely manner, ensuring complete documentation and accurate record keeping.
This position may require working extended business hours as operational needs require.
Qualifications
* High School Diploma required. Medical Assisting Diploma, Associate Degree,
Computer Science Degree, or Information Systems Degree from an accredited
institution preferred. Relevant experience may be considered in lieu of education.
* Must maintain continuing education as required by certifications.
* Basic knowledge of medical terminology and technical terminology required.
* Previous eClinicalWorks (eCW) experience preferred.
* Knowledge of computer functions required.
* Intermediate knowledge of Microsoft Word, Excel, Outlook, and PowerPoint
required; SharePoint experience preferred.
* Must demonstrate strong verbal and written communication skills across all levels
of the organization.
*Must demonstrate the ability to handle stressful or emergency situations
appropriately.
* Must be able to work flexible hours as needed.
* Must maintain patient confidentiality at all times.
* Ability to adapt work organization to changing priorities.
* Ability to travel between locations; must have reliable transportation.
* Ability to work independently and as part of a team.
General Duties
To perform this job successfully, an individual must be able to perform each essential
function satisfactorily, with or without reasonable accommodation.
* Provide technical and application support for clinical information systems and
electronic medical record systems.
* Troubleshoot system issues and work with users to resolve workflow and system
problems.
* Escalate system issues requiring advanced configuration, development, or vendor
support to the Senior System Analyst or the Health Informatics Manager.
* Manage user access, security settings, and system permissions for clinical
information systems.
* Assist with system configuration, customization, upgrades, and maintenance.
* Maintain system documentation, workflows, and procedures in coordination with
the trainer.
* Assist with information system data integrity.
* Ensure system use complies with organizational policies and regulatory
requirements including HIPAA and other applicable regulations.
* Manage and document support requests, ensuring timely response and resolution.
* Collaborate with departments, leadership, and vendors to improve system
functionality and workflows.
* Participate in committees, meetings, and projects related to clinical information
systems and technology initiatives.
* Maintain current knowledge of healthcare technology and interoperability
advancements.
* Maintain awareness of and comply with regulatory guidelines and government
programs including HIPAA, OSHA, HEDIS, Ohio Pharmacy regulations, and other
applicable requirements.
* Actively participate in the EMR Committee and other committees or meetings as
assigned.
* Train and assist staff on information systems, ensuring workflows, data entry, and
information retrieval are performed correctly.
* Document eClinicalWorks workflows for unique practice and department
scenarios.
* Manage user access to clinical information systems.
* Maintain interface result delivery with external entities and systems.
* Perform system checks to ensure organizational and regulatory policies and
workflows are being followed.
* Assist with EMR software upgrades, updates, and maintenance as necessary.
* Customize eClinicalWorks settings including working hours, letters, eCliniforms,
progress note templates, macros/keywords, messenger templates, pharmacies,
and other system configurations.
Physical Demands
* Requires standing or sitting for extended periods of time.
* Some bending, stretching, lifting, and stooping may be required.
* Requires manual dexterity sufficient to operate office equipment including, but not
limited to, telephone, keyboard, copier, and fax machine.
* Requires normal range of hearing and vision.
*Requires the ability to communicate with patients, office personnel, and the
community.
Job Type: Full-time
Pay: $24.23 - $34.20 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
