SUMMARY: The Electronic Health Records (EHR) Support Analyst (ESA) receives, troubleshoots, and resolves reported issues with all the Epic EHR modules at UIHS. ESAs interface with the various software vendors when necessary to resolve issues that cannot be resolved under ESA security permissions. Communicates issue status and resolutions to end users via UIHS’ internal help desk system.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Level I — Responsibilities

Provide empathetic, patient, and culturally sensitive support to end users to ensure a positive service experience.
Communicate issue status, troubleshooting steps, and resolutions in a clear, respectful, and user-friendly manner, adapting to both clinical and non-technical audiences.
Maintain strong ownership of every support request, ensuring timely follow through, follow up, and closure of open issues.
Collaborate closely with clinical, operational, and administrative staff to understand workflows and provide support that enhances real-world user efficiency.
Identify, assess, and troubleshoot application and equipment issues as they occur, owning the problem and seeing it through to full resolution.
Refer issues that require additional assistance to the member’s IT/Help Desk or OCHIN’s Help Desk, including technical and workflow information necessary to resolve the issue. Communicate resolutions to the user when completed.
Participate in testing and validation of system updates, ensuring accuracy and efficiency.
Provide training and support to end-users, addressing queries and issues related to the EHR system.
Document system processes and workflows to maintain comprehensive records for future reference.
Assist with the analysis and reporting of data from the EHR system to support clinical and administrative decision-making.
Create, run, and submit required reports to Indian Health Services
Break-Fix documentation in a ticket-based workorder system
Troubleshoot and correct issues with interfaces to external organizations such as external laboratories or hospitals.
Maintain member-managed system setup such as preference lists, SmartPhrases, and Provider Master Files for the service area.
- For EHR, work collaboratively with clinicians and in concert with established EHR processes to manage requests for Additions of diagnoses and procedures codes to the system.
- Fulfil requests for additional charting tools from the review process through follow-up communication to users.
- Additional clinical workflows.
Collaborate with OCHIN to test new features and upgrades prior to implementation.
Attend monthly OCHIN EHR Support Analyst meetings with peers for best practices, information sharing to and from OCHIN PM/EHR/IT resources, continuous training, and sharpening of support skills.
High emotional intelligence, including patience, empathy, professionalism, and the ability to manage stress or escalations constructively.
Collaborative mindset with a team-based approach to resolving issues across departments, clinical teams, and vendor partners (e.g., OCHIN, IT Help Desk).
Must be willing to learn more about the American Indian culture and attend at least one Cultural Presentation/Training per year.
Must be willing to work with American Indian/Alaska Native people and demonstrate cultural awareness and humility
Must be willing to deliver services in a culturally responsive manner.
Adheres to accreditation and compliance standards/guideline.
Other duties may be assigned.

Level II — Responsibilities

Assist in the configuration and customization of the EHR system to meet organizational needs.
Work closely with all staff to gather requirements and translate them into functional specifications.
Collaborate with senior analysts on projects aimed at enhancing system functionality and user experience.
Conduct comprehensive analysis of EHR systems to identify opportunities for enhancements and optimizations that align with organizational goals.
Collaborate with clinical and operational stakeholders to gather and document requirements for system changes and enhancements.
Participate in the design, testing, and implementation of EHR modules, ensuring alignment with best practices and regulatory compliance.
Develop and maintain documentation related to system configurations, workflows, and user guides to ensure knowledge transfer and operational continuity.
Utilize data analytics to track system performance and user satisfaction, making recommendations for continuous improvement.
Lead the analysis and design of EHR systems to meet the needs of various clinical departments, ensuring alignment with organizational goals and best practices.
Collaborate closely with clinicians to gather requirements, analyze workflows, and propose solutions that enhance efficiency and patient safety.
Provide mentorship and guidance to junior analysts, fostering a culture of continuous improvement and knowledge sharing within the team.
Develop and deliver training sessions and documentation for end-users, ensuring a smooth transition and adoption of new systems and updates.
Monitor system performance, analyze data trends, and recommend enhancements to improve the overall user experience and operational effectiveness.
Analyze, design, and implement EHR applications to improve operational workflows and operational efficiency.
Collaborate with cross-functional teams to gather and document requirements, translating them into detailed specifications for system configuration.
Provide expert guidance on EHR modules, ensuring they align with organizational goals and regulatory requirements.
Monitor system performance and troubleshoot issues, applying analytical skills to resolve complex problems effectively.
Stay current with EHR system updates and best practices, proactively recommending enhancements to improve functionality.

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities. General supervision of routine duties are performed with minimal supervision; occasional check of work while in progress; work is reviewed upon completion.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All individuals must demonstrate a commitment to the provision of culturally sensitive counseling services to American Indians.

EDUCATION/EXPERIENCE Level I:

At least two (2) years’ experience supporting Electronic Health Records systems
Epic certifications preferred
Must have previous experience in a technical support role, preferably in a healthcare setting
Must successfully complete ESA training within sixty (60) days of hire
High emotional intelligence, including patience, empathy, professionalism, and the ability to manage stress or escalations constructively

EDUCATION/EXPERIENCE Level II: Educational degrees must be from a US Department of Education accredited school

At least four (4) years’ experience supporting Electronic Health Records systems
At least two Epic certifications preferred
Must have previous experience in a technical support role in a healthcare setting
Must have successfully completed ESA training
High emotional intelligence, including patience, empathy, professionalism, and the ability to manage stress or escalations constructively

Learn more about this Employer on their Career Site

EHR Support Analyst