Essential Job Responsibilities
Administrative/Compliance Duties
Assess assigned clinical applications to identify performance issues, workflow inefficiencies, user concerns, data integrity concerns, or opportunities for enhancement, ensuring alignment with operational, clinical, quality, and compliance objectives.
Provide timely, professional, and user-focused support to non-technical and technical users to resolve issues, errors, and questions related to clinical applications.
Work independently and collaboratively with members of the clinical applications, information technology, quality, and operations teams to resolve helpdesk tickets, troubleshoot application errors, and support effective system functionality.
Assist with data clean-up, validation, and maintenance activities within assigned clinical applications to support accuracy, completeness, and reliability of system information.
Research patient information across multiple applications to identify, reconcile, and resolve discrepancies in clinical, demographic, or administrative data, in accordance with applicable privacy, security, and confidentiality requirements.
Complete assigned advanced training related to clinical applications, EHR functionality, reporting tools, system upgrades, and related healthcare technology platforms.
Participate in workshops, conferences, webinars, seminars, and internal or external meetings necessary to maintain job-related knowledge, system competency, and professional development.
Develop, update, and maintain technical and operational documentation, including system guides, workflow summaries, process maps, training resources, troubleshooting procedures, and user reference materials.
Assist with project coordination by supporting the development of project timelines, tracking milestones, documenting progress, communicating updates, and helping ensure assigned deadlines are met.
Identify potential issues, recommend practical solutions, escalate concerns when appropriate, and support leadership with information needed for operational and system-related decision-making.
Training, Development & Reporting
Participate in staff training and orientation processes related to EHR, patient/client record systems, clinical workflows, and assigned healthcare applications.
Assist in developing, updating, and delivering training materials, user guides, job aids, and refresher resources to promote consistent and effective system use.
Participate in process improvement initiatives by reviewing current workflows, gathering user feedback, identifying barriers, and recommending system or workflow enhancements.
Document internal processes related to workflows, clinical application configuration, system capabilities, user access processes, and operational procedures within the organization.
Assist with the incorporation of system upgrades, workflow changes, and training refreshers into ongoing clinic orientation, staff development, and operational training activities.
Train and assist staff on appropriate and effective use of clinical applications through orientation sessions, demonstrations, one-on-one support, group training, on-site assistance, and other assigned training methods.
Assist in monitoring, documenting, and evaluating training activities, attendance, outcomes, and program effectiveness to support continuous improvement.
Provide technical and workflow support to staff in the use of clinical applications, related reporting tools, and established system processes.
Assist authorized users in obtaining reports from Practice Management, Electronic Medical Record, and other approved clinical or operational systems, consistent with organizational policies and access requirements.
Provide technical assistance with report generation, data validation, and troubleshooting as required.
Culture of Service: 3 C’s
Compassion
Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
Listens to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.
Competency
Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered
Commitment
Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed
Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided
Safety
Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.
Understands and appropriately acts upon the assigned role in Emergency Code System.
Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).
Contact Responsibility:
The responsibility for establishing and maintaining internal contacts is important in this job role.
Physical Requirements:
This work requires the following physical activities: constant sitting and vision for close work. Frequent walking, bending, standing, talking on the phone, talking in person and hand/finger dexterity. Work is performed in an office setting.
Other
Participates in health center developmental activities as requested.
Other duties as assigned.
Culture of Service: 3 C’s
Compassion
- Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
- Communicates with internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.
Competency
- Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered
Commitment
- Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed
- Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided
Required
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3 year(s): A minimum of three (3) years of hands-on experience working with electronic health records, electronic healthcare systems, clinical applications, or healthcare information technology is required. Experience providing end-user support, troubleshooting system issues, supporting clinical workflows, developing documentation, and assisting with training in a healthcare environment is strongly preferred.
Required
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Bachelors or better in Information Technology or related field
Required
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Multitasking
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Technology
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Systems Administration
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Verbal Communication
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Planning & Organizing
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Microsoft Office
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Information Technology
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Enthusiastic
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Communication
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Computer
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Courteous
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Healthcare Systems
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Written Communication
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Conceptual Thinking
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Analyzing
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Task Management
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Active Listening
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Achievement
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Tech Support
Required
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Team Player: Works well as a member of a group
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Functional Expert: Considered a thought leader on a subject
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Enthusiastic: Shows intense and eager enjoyment and interest
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Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
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Dedicated: Devoted to a task or purpose with loyalty or integrity
Required
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Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
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Goal Completion: Inspired to perform well by the completion of tasks
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Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
