Electronic Health Records Support Analyst

Job Title: Electronic Health Records (EHR) Support Analyst (ESA) (Dental)

Reports To: EHR Manager

Direct Reports: None

Department: Information Systems

FLSA Status: Non-Exempt

PAY RANGE: $33.93 to $41.47/hr, depending on experience

SITE/HOURS: Full time, 40 hours per week, Monday – Friday (0.6 FTE dental and 0.4 FTE medical)

LOCATION: South Napa, CA

About CommuniCare+OLE

Established in 2023, CommuniCare+OLE is the result of a union of two health centers with a deep roots in their respective communities and reputations for providing high-quality primary care to all, regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and CommuniCare Health Centers of Yolo County. Building on a legacy established by both organizations in 1972, CommuniCare+OLE is a network of federally-qualified health centers with 17 sites across Napa, Solano, and Yolo Counties. It offers comprehensive care, including medical, dental, behavioral health and substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollment assistance to more than 70,000 individuals, and no one is turned away due to lack of insurance, immigration status, or ability to pay. Many services are offered outside of its sites, including mobile health, home visiting, and community and school-based programs.

Benefits

• Medical, Dental, Vision Coverage
• Employer covers 90% of employee medical, dental and vision premium and 50% of dependent premium
• 18 days of PTO (Vacation & Sick)
• 10 Paid Holidays + 1 Float Holiday
• 4% Employer Match for 403(b) retirement plan
• Tuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent)
• Life & Accidental Insurance Coverage
• Employer contribution for Health Savings Account
• Flexible Spending Account (FSA) and Limited FSA Options
  

Summary: The Electronic Health Record (EHR) Support Analyst (ESA) position will be dedicated to the preparation, implementation, stabilization, training of Epic EHR and optimization of the EHR. The ESA will act as an application expert, supporting staff with technical assistance and software application training, and managing all components of software build and maintenance. The role is responsible for maintaining a comprehensive understanding of system changes and adapting such changes, when necessary, into applicable workflows. ESA needs to be able to navigate a high-level of change throughout all regions of the service area, creating a streamlined and cohesive approach to system management and support.

Areas Of Responsibility

• Participate as a key member of the EHR and health information technology team.
• Maintain a comprehensive understanding of system workflows, configuration, and build.
• Attends all applicable meetings and workgroups, both internal and external. Work collaboratively with Project Manager on meeting deliverables and follow-up accordingly.
• Work collaboratively with IT to coordinate set-up and testing of hardware, printing, and workstation configuration.
• Plan and execute build testing in accordance with the project plan. Elevate issues promptly and ensure resolution has been achieved between the service area and vendor. Track and communicate resolution to the Project Manager and applicable stakeholders.
• Participate in the EHR build specific to the organization. Activities include, but are not limited to, creating new user and provider records, creating preference lists, amending fee schedules, building letter and efficiency templates, configuring workstation and printers, etc.
• Maintains detailed catalogs of trackable EHR components that include but are not limited to, tracking user IDs, preference lists, efficiency tools, workflows, reports, trainings, etc.
• Works all assigned vendor task lists such as pools and work queues (See below). Adept at finding trends impacting the provider, department, or service area, and addresses issue accordingly.
• Works with individual staff members, managers, and clinicians to evaluate their information technology needs, use and ability.
• Act as the EHR champion and subject matter expert.
• Actively participate in staff onboarding and training of EHR and health information technology initiatives.
• Identify opportunities for ongoing training of staff; including one-on-one support, lunch & learn sessions, staff huddles, etc.
• Provide real-time support, via chat or in-person, to all staff across the service area.
• Communicate action plan, turnaround times, and follow-up as appropriate.
• Track incoming support requests.
• Elevate issues out of scope to vendor (via JIRA) and/or internal teams/workgroups (via IT/HelpDesk or EHR Helpdesk).
• Maintains a positive attitude and working relationship with both internal and external stakeholders.
  
  

During and After Implementation of Epic the ESA duties include, but are not limited to :

• Provide daily support to Epic application users via troubleshooting and coaching.
• Maintain up to date knowledge in designated EPIC areas as needed to support the ESA program.
• Plan, coordinate, facilitate, and evaluate learning sessions/training for members in collaboration with project partners including curriculum design, agenda setting, and trainer identification.
• Identify, assess, and troubleshoot application and equipment issues as they occur.
• Communicate with OCHIN and OCHIN analysts to achieve issue resolution where/when applicable.
• Create new Epic User, ELLA, Remote Access, and Provider accounts.
• Add new printers and workstations to the system and troubleshoot printer issues.
• Manage error queues and In Basket pools established for member organizations. These include:
• Lab Interface Error Workqueue
• Potential Duplicate Workqueue
• Refill Error Pool
• E-Prescribing Error Pool
• Results Routing Error Pool
• Charge Router Error Pool Workqueue
• Collaborate with OCHIN to test new features and upgrades monthly for Enhancement Pack and Service Pack updates.
• Collaborate with clinical leadership and users, identifying efficiency-enhancing opportunities in clinic operations and practice support to help improve health outcomes.
• Training on Epic application
• Other duties as assigned.
  
  

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.

Education/Experience

• Associate’s degree in health information technology/health information management, or equivalent experience working with EHR. Epic experience preferred.
• Two or more years of experience at a HealthCare Organization.
  
  

Experience: Certified Electronic Health Records (EHR) Support Analyst (preferably EPIC). Previous training experience preferred. May substitute two or more years of experience working in a primary care clinic or other healthcare setting.

Special Skills/Equipment: Must be an advanced computer Microsoft Office user. Proof of current driver’s license, auto insurance and personal transportation are required.

Desired Skills

• Excellent interpersonal skills can work collaboratively with diverse personalities.
• Self-learner with ability to easily learn new software.
• Working both independently and as part of a team.
• Ability to prioritize and complete multiple tasks.
• Understanding of clinical and operational workflow and technology needs in an FQHC setting.
• Strong understanding of HIPAA and its application in outpatient practice.
• Possesses practical experience using technology to support patient care.
• High integrity and trustworthiness.
• Skills in resolving complex problems.
  
  

Licenses and Certifications: None

Language Skills: Ability to effectively present information and respond to questions and requests from patients, co-workers, and others as necessary. Bilingual preferred.

Reasoning Ability: Ability to recognize problems, collect data and establish facts.

Computer Skills: High level of computer literacy and proficient in MS Office (Word, Excel and Outlook), electronic medical records and web applications. Ability to type.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Movement within health center complex environment repeatedly throughout the day.

• Ability to write by hand, use phone, use computer keyboard and mouse extensively to perform general office functions.
• Manual wrist and finger dexterity and wrist-finger speed sufficient to perform repetitive actions for extended periods of time.
• Ability to effectively communicate by hearing continuously and speech in a manner which can be understood by a diverse population.
• Ability to give and follow verbal and written instructions with attention to detail and accuracy.
• Must have visual acuity near and far (20 inches to 20 feet), depth perception, field of vision, ability to focus on an object, ability to identify and distinguish colors.
• Ability to sit or stand for extended periods of time (minimum periods of one (1) hour at a time).
• Ability to frequently walk, bend, squat, stoop, kneel, twist, crouch, and climb with the use of a step stool.
• Ability to grasp, hold and pick up and reach with hands and arms.
• Ability to frequently lift and or move up to [fifteen (15) pounds].
• Ability to occasionally lift and carry up to [thirty-five (35) pounds] (periodic lifting of supplies or equipment).
• Ability to coordinate multiple tasks simultaneously.
• Ability to travel to and from other health center sites and community locations.
  
  

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is regularly exposed to the general office and health center area environment with frequent interruptions by staff, visitors and phones. The work environment is a clean, well-lit, well-ventilated, and temperature-controlled environment. The noise level in the work environment is usually moderate. The hours of duty are Monday through Friday during the business day. The employee must be willing to work varied hours to accommodate meetings and special functions.

CommuniCare+OLE requires pre-employment drug-testing (4-panel drug-test includes: amphetamines, cocaine, opiates, and PCP).