Application Support Specialist

Description
Job Title: Application Specialist HYBRID Starting Salary: $49,532
Job Summary:

• The Application Specialist is the first point of contact for any trouble call to the EHR Helpdesk and is responsible for profoundly understanding Oakland Community Health Network's (OCHN) Administrative and Electronic Health Records (EHR) system. This includes fielding and troubleshooting calls from users, managing tickets, and communicating changes to the user community. This position sometimes works directly with OCHN's EHR vendor to resolve issues.
• Essential Functions:
• Ability to understand all aspects of the OCHN's EHR system in support of OCHN and its provider network.
• Follow OCHN's process for tracking and managing tickets, including system documentation.
• Use a ticketing system to manage your daily work.
• Coordinate the user group meetings with appropriate OCHN staff. This includes creating agendas, taking minutes, and supporting documentation for meetings.
• Work with OCHN staff to submit/report state-required datasets.
• Maintain and lead all requests through OCHN's provider access request form.
• Participate in meetings where needed.
• Ability to comprehend business processes to assist in resolving tickets.
• Ability to communicate with non-technical users to resolve tickets.
• Create end-user documentation.
• Look for process improvements.
• Strive for the highest level of customer service quality, consistent reporting, and response times to user's requests for assistance. Other duties as assigned

Education:

• Possess a Bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, or a closely related field.
• NOTE: The Bachelor's degree may be waived with an equivalent combination of relevant education and experience
• Healthcare experience preferred.

Experience Requirements:

• Have 2-3 years of full-time work experience providing Application Support.

Knowledge Requirements:

• Knowledge of ticketing systems.
• EHR knowledge is strongly preferred.

Job Specific Competencies/Skills:

• Provide excellent customer service to users.
• Ability to multi-task
• Strong writing and communication skills.
• Experience with writing end-user documentation.
• Ability to work independently and collaboratively with a team.

Oakland Community Health Network's Core Competencies:

• Interacting with others in a way that gives them confidence in one's intentions and those of the organization; demonstrating loyalty to the organization and its mission and values; maintaining social, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles. (Integrity/Building Trust)
• Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships, recognizing that the ultimate customer is the person served. (Customer Focus)
• Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. (Continuous Learning)
• Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence in addition to consciously adopting organizational standards of excellence. (Work Standards)
• Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. (Communication)

Additional Information:
(Travel required, physical requirements, on-call schedules, etc.):

• Must have available means of transportation to and from OCHN and for required offsite meetings or site visits.
• Must be available for meetings and events which may occur outside of standard office hours.
• Hybrid (onsite/remote) work schedule available.
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.

OCHN is committed to building a diverse team and fostering an inclusive and equitable culture. We are proud to be an equal opportunity employer that embraces and encourages our employees' differences. This includes (but is not limited to) ability, age, color, family type, gender expression and identity, individual expression, medical conditions, national origin, pregnancy, race, religion, sexual orientation, veteran status, and all other diverse and wonderful characteristics.