Ehr Site Specialist

Job Summary:

The EHR Site Specialist is a multi-skilled professional who assists the EHR Manager in delivering high quality support for OCHIN's EPIC Electronic Health Records (EHR) and Practice Management tools. The EHR Site Specialist is an EPIC expert who trains, supports end-users, tests, and updates the system, and helps with member-managed components of the OCHIN Epic. The EHR Site Specialist works collaboratively with the EHR Manager, Clinical Services, Operations and Quality teams to improve EPIC for the clinic operations, clinical practice, and health outcomes. The EHR Site Specialist is a position that involves teaching Epic to providers and support staff. The goal is to help them use the system effectively and efficiently to deliver high-quality care to our patients.

Job Status: Full time, Salaried, Exempt

Duties/Responsibilities:

• Work collaboratively with staff to analyze, create and update workflows and protocols as directed.
• Set up EPIC access profiles for new and existing employees based upon the employee's job title and job duties.
• Set up and edit user profiles in supporting applications.
• Collaborate with OCHIN to test new features, upgrades, and technology.
• Assist with ongoing development, implementation, and customization of the EHR.
• Answer users' inquiries regarding EPIC system use, problems, and optimization.
• Prepare trouble tickets (JIRA's) for EPIC system deficiencies, and to add new users, and present to OCHIN for completion.
• Provide elbow to elbow support when needed.
• Provide tiers I & II help desk support for the OCHIN EPIC application to users through troubleshooting, coaching, and consulting with a high degree of customer satisfaction.
• Log and track requests using help desk software.
• Identify, troubleshoot, resolve issues. Issues that require additional assistance will be escalated through various levels.
• Participate in clinic department meetings as EPIC expert and as OCHIN liaison as needed.
• Participate in other workgroups and meetings as needed.
• Provide project management support for EHR and other related training.
• Work effectively with other project managers and maintain key stakeholder relationships (internal and external).
• Train new hires on EHR and other applications as needed.
• In collaboration ensure that training content is current and available.
• Assist in creating our Epic library of "How To" documents and videos for training.
• Determine repeated training issues and help reduce the ticket volume by training users.
• Train and re-train users to increase best practice adoption.
• Develop training workflow maps and training documentation based on changes.
• Identify super users and physician champions and work with them to increase user productivity.
• Work with departments to identify gaps in data collection and train users to improve KPIs and other reporting metrics.
• Provide support for any Go Live projects.
• Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act (HIPAA).
• Performs other job-related duties as assigned.

Required Skills/Abilities:

• Working knowledge of Epic applications and OCHIN workflows preferred.
• Knowledge of different learning styles, effective teaching methodologies and tools.
• Know basics of virtual classroom management and support.
• Strong written and verbal communication skills.
• Excellent customer service.
• High degree of confidentiality, integrity, and professionalism.
• Willingness to learn a spectrum of healthcare technology and participate on a team.
• Microsoft Office Suites experience (Outlook, Visio, PowerPoint, Excel, Word & Teams).
• Strong understanding of training tools (Power Point, Word, Visio & Zoom).
• Understanding of HIPAA Privacy rules.

Education and Experience:

• Associates or high school diploma, minimum 2 years' training experience required.
• Bachelor's degree preferred.
• LVN or RN license preferred.
• Minimum 2 years supporting EHR applications required.
• OCHIN EPIC Site Specialist or certification within 90 days of hire required.
• Experience in training users in Epic preferred.
• Experience with Epic upgrades and usage of upgrade tools preferred.
• Strong understanding and experience with clinical workflows required.
• Detail oriented, fast-paced, adaptable to rapidly changing situations.
• Experience working with Epic electronic health record system preferred.
• Medical Terminology experience preferred.
• Experience training professionals in a healthcare environment in use of EHR required.
• Experience with set up and configuration of EHR or other applications preferred.
• Must have interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence in supporting a diverse population.