Under the direction of the Information Systems Manager, the EMR Support Specialist is a crucial member of the team managing eClinicalWorks, our electronic medical record software. This is an hourly position which provides essential support to all administrative and clinical departments during operating hours. Occasional after-hours duties are required and this position will be a part of the on-call rotation set by the Information Systems Manager.
The EMR Support Specialist should be highly proficient with the electronic medical record software or have a strong clinical background and a strong aptitude for computer systems. This role requires a strong working knowledge of Windows-based systems, excellent customer service skills, the ability to train and support doctors, nurses, support staff, and clinical administrators. This role also works closely with other members of the I.S. Department and I.T. roles supporting the computing infrastructure and desktop computers.
The assigned duties and responsibilities include but are not limited to:
1. Provide explanations and instructions about complex EMR topics to non-systems staff members in clear and understandable terms.
2. Effectively and diplomatically communicate within and across teams, departments, and organizations.
3. Demonstrate and be a champion of exemplary customer service with end-users and team members, even when others are stressed or frustrated with technology.
4. Foster a team environment and incorporate teamwork and diversity into all work elements
5. In a timely manner, capture, track, and solve level 1 and 2 help requests. Escalate level 3 help requests to EMR vendors, or server and network administrators, as appropriate.
6. Prioritize, coordinate, expedite, and escalate help requests for the help desk team, balancing workload, skills, personnel development, quality, service levels, and customer needs/expectations.
7. Monitor help requests, analyze trends, track quality, and make proactive changes
8. Develop and conduct end-user eCW user training in a classroom, small group, or one-on-one setting.
9. Develop and/or revise job aids for clinical end-users and EMR system administrators.
10. Work on assigned special projects (usually related to EMR system management and training).
11. Coordinate with vendors and other I.T. and I.S. team members as appropriate
12. Configure the EMR and its sub-systems according to recognized standards.
13. Assist the I.T. and I.S. teams with time sensitive installations, such as major EMR upgrades.
14. Securely create, update, and deactivate/terminate user accounts
15. Support administrative and clinical users on-site and remotely.
16. Ensure secure, reliable access to data by users according to company standards and industry regulations and protect data from risks
17. Maintains working knowledge of the technology and systems supported.
18. Participates in after-hours on-call rotation
19. Performs other duties as assigned
20. Support data quality and integrity (by fixing transactions, educating users, and properly configuring the system)
Employee must have experience at a healthcare provider, particularly helpful is experience in an ambulatory health care environment. In addition, the employee must have a good working knowledge of Microsoft Windows, Microsoft Office, and an electronic medical record system and practice management system (ideally: eCW). Desired, but not required are: eCW certification(s), and a Bachelor’s degree. Preference will be given to candidates with experience as nurse, medical provider, or similar clinical position.
The employee must possess a minimum of five years general electronic medical record (EMR), or electronic health record (EHR) experience. In addition, the following characteristics are desired:
• Excellent customer service skills - in person and on the phone
• Excellent communication skills - verbally and written,
• Public speaking skills - particularly for small group trainings
• Excellent teamwork and collaboration skills
• Strong organizational skills and attention to detail.
• Project coordination and/or management
• Ability to demonstrate flexibility on the job
• Demonstrates initiative, is conscientious, and provides complete follow-through on areas of responsibility.
Lowell Community Health Center is an Equal Opportunity Employer. We are proud not only of being one of Lowell's largest primary care providers, but of our history serving the community. For over 40 years, Lowell Community Health Center has been offering quality, caring, and culturally appropriate health care services to the people of Greater Lowell, Massachusetts.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Based in the heart of downtown Lowell, Lowell Community Health Center is currently seeking a Full-Time Registered Nurses in the following clinical areas: ADULT, PEDIATRICS and FAMILY MEDICINE. Apply Here to submit a general application: https://www.vscyberhosting2.com/lowell/ With over 400 employees, the Health Center has expanded and relocated to a new state-of-the-art facility as of December 2012. The Health Center is a diverse, community-based health care organization. Lowell Community Health Center programs have been recognized as national models. The Health Center was also named one of the top five health centers in the nation for excellence in cultural competency. The Health Center's employees speak 28 different languages and over 80 staff are trained in medical interpreting. Patients trust Lowell Community Health Center. Every year, we touch the lives of nearly 50,000 people – or almost half the population of the City of Lowell. More than 90% of Lowell CHC patients are low income, and 46% are best served in a language other than English. Since opening our new comprehensive facility in a renovated mill on Jackson Street in 2012, more than 9,000 additional patients have turned to Lowell CHC for a full range of primary care, including OB-GYN and behavioral health services for adults and children, with over 176,000 visits in 2014. We also have a Pharmacy serving health center patients and others in the community