Electronic Health Records Help Desk Technician

Wayfinder Family Services ensures that children, youth, and adults facing challenges always have a place to turn.

Wayfinder is committed to advancing IDEA (Inclusion, Diversity, Equity, and Accessibility).

Wayfinder believes inclusion, diversity, equity, and accessibility are essential to our excellence and our mission's execution. We value differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and cooperation. We are committed to creating a diverse and welcoming workplace that reflects the diversity of the communities we serve and includes individuals with diverse backgrounds and experiences. Individuals of color, women, LGBTQIA+, veterans and differently-abled persons are encouraged to apply.

In exchange for your talent, Wayfinder offers an excellent benefits package, which includes the following:

• This role is eligible for Public Service Loan Forgiveness (PSLF)
• Competitive salary - Sign-on bonus for eligible roles
• Flexible schedules depending on the position (some offering hybrid)
• Medical insurance with a $30 premium per paycheck coverage plan (employee-only)
• Dental insurance 100% employer paid for HMO coverage plan (employee-only)
• 401(k) retirement plan with an employer match up to 4%
• 11 paid holidays per year and a generous paid time off policy
• Five paid winter holidays (between Christmas Eve & New Year's Day)
• Education Reimbursement Program
• Robust training opportunities: Shared Core Practice Model, Trauma-Informed Care, Evidence-based Practices
• Clinical Supervision for licensure

Compensation:

In accordance with California law, the expected salary range for this position is posted with this position.  The actual compensation will be determined based on experience and other factors permitted by law.

Role Summary:

The primary purpose of this position is to remotely support users of the Electronic Health Record Systems (EHRS), assist with system questions, escalate, and follow up on issues with the vendor, add and remove system users, and other system administration tasks. The EHR Help Desk Technician will support IST, QA, and Clinical Program departments through the ticketing system. The EHR Help Desk Technician will document common issues and add to the ticketing knowledge center as needed.

Major Duties and Responsibilities:

• Assess and prioritize incoming Help Desk tickets based on urgency and impact on program operations. Monitor EHR system performance and identify and resolve any issues.
• Assist with EHR system audits, ensure the accuracy and integrity of health data stored in the EHR system, conduct periodic audits, and collaborate with data management teams.
• Investigate and resolve technical issues related to the EHR system, collaborating with IT teams or vendors as needed.
• Maintain comprehensive documentation of reported issues, troubleshooting steps, and resolutions for future reference.
• Assist program staff in using the EHR system, addressing user queries, and offering necessary training.
• Keep users informed about the status of their reported issues and communicate any system updates or changes that may impact their workflow.
• Regularly monitor the performance and responsiveness of the EHR system, proactively identifying and addressing any potential performance issues.
• Assists compliance officers to ensure the EHR system meets all applicable regulations.
• Assist in training sessions for end-users to enhance their proficiency in utilizing the EHR system effectively.
• Assist in customizing helpdesk EHR templates based on user feedback.
• Provide timely assistance during critical situations or system outages, implementing contingency plans to minimize disruption to program services.

Education:

• A high school diploma is required. An associate degree from an accredited university in a related field is preferred. 

Experience:

• Two years of experience commensurate with the role responsibilities will be considered instead of an associate degree.
• Electronic Health Records experience preferred; Welligent, CIL Suite, and FamCare or other EHRS experience is a plus.
• Advanced experience in Microsoft Suite, Teams, and SharePoint is required.
• Knowledge of Behavioral Healthcare EHRS workflows is preferred.

Employee Wellness & Safety

Wayfinder is committed to creating an environment where employees and clients are safe. To meet this goal, we ask that employees be fully vaccinated (including boosters, where applicable) against the COVID-19 virus as a condition of employment. All staff must demonstrate evidence of the first vaccine dose on or before their employment start date. Wayfinder will consider requests for exemption based on religious beliefs or medical accommodations. Wayfinder requires a thorough background screening process that includes fingerprinting and a health screening.

Trauma-Informed Care

Wayfinder practices Trauma-Informed Care (TIC) principles which recognize the signs, symptoms, and widespread impact of trauma. Employees integrate the knowledge of Trauma-Informed Care into policies, procedures, and practices to prevent re-traumatization which promotes the healing of families, youth, individuals, and communities.

Wayfinder is an Equal Opportunity Employer.

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