EMR Support Specialist - Healthcare

Job Description

Under the direction of the Information Systems Manager, the EMR Support Specialist is a crucial member of the team managing eClinicalWorks, our electronic medical record software. This is an hourly position which provides essential support to all administrative and clinical departments during operating hours. Occasional after-hours duties are required and this position will be a part of the on-call rotation set by the Information Systems Manager. 

The EMR Support Specialist should be highly proficient with the electronic medical record software or have a strong clinical background and a strong aptitude for computer systems. This role requires a strong working knowledge of Windows-based systems, excellent customer service skills, the ability to train and support doctors, nurses, support staff, and clinical administrators. This role also works closely with other members of the I.S. Department and I.T. roles supporting the computing infrastructure and desktop computers. 

The assigned duties and responsibilities include but are not limited to:

1. Provide explanations and instructions about complex EMR topics to non-systems staff members in clear and understandable terms. 

2. Effectively and diplomatically communicate within and across teams, departments, and organizations. 

3. Demonstrate and be a champion of exemplary customer service with end-users and team members, even when others are stressed or frustrated with technology.

4. Foster a team environment and incorporate teamwork and diversity into all work elements

5. In a timely manner, capture, track, and solve level 1 and 2 help requests. Escalate level 3 help requests to EMR vendors, or server and network administrators, as appropriate. 

6. Prioritize, coordinate, expedite, and escalate help requests for the help desk team, balancing workload, skills, personnel development, quality, service levels, and customer needs/expectations.

7. Monitor help requests, analyze trends, track quality, and make proactive changes

8. Develop and conduct end-user eCW user training in a classroom, small group, or one-on-one setting.

9. Develop and/or revise job aids for clinical end-users and EMR system administrators. 

10. Work on assigned special projects (usually related to EMR system management and training). 

11. Coordinate with vendors and other I.T. and I.S. team members as appropriate

12. Configure the EMR and its sub-systems according to recognized standards.

13. Assist the I.T. and I.S. teams with time sensitive installations, such as major EMR upgrades. 

14. Securely create, update, and deactivate/terminate user accounts 

15. Support administrative and clinical users on-site and remotely.

16. Ensure secure, reliable access to data by users according to company standards and industry regulations and protect data from risks

17. Maintains working knowledge of the technology and systems supported.

18. Participates in after-hours on-call rotation

19. Performs other duties as assigned

20. Support data quality and integrity (by fixing transactions, educating users, and properly configuring the system)

Qualifications

Employee must have experience at a healthcare provider, particularly helpful is experience in an ambulatory health care environment. In addition, the employee must have a good working knowledge of Microsoft Windows, Microsoft Office, and an electronic medical record system and practice management system (ideally: eCW). Desired, but not required are: eCW certification(s), and a Bachelor’s degree. Preference will be given to candidates with experience as nurse, medical provider, or similar clinical position. 

The employee must possess a minimum of five years general electronic medical record (EMR), or electronic health record (EHR) experience. In addition, the following characteristics are desired: 

• Excellent customer service skills - in person and on the phone 

• Excellent communication skills - verbally and written, 

• Public speaking skills - particularly for small group trainings 

• Excellent teamwork and collaboration skills 

• Strong organizational skills and attention to detail. 

• Project coordination and/or management 

• Ability to demonstrate flexibility on the job 

• Demonstrates initiative, is conscientious, and provides complete follow-through on areas of responsibility. 

Additional Information

Lowell Community Health Center is an Equal Opportunity Employer. We are proud not only of being one of Lowell's largest primary care providers, but of our history serving the community. For over 40 years, Lowell Community Health Center has been offering quality, caring, and culturally appropriate health care services to the people of Greater Lowell, Massachusetts.