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EHR Systems Analyst & Support Specialist

Health Operations

Damien Center Values

Dignity-Collaboration-Accountability-Access-Quality-Innovation

Founded in 1987, Damien Center is Indiana’s oldest and largest AIDS service organization (ASO) and serves more than 8,000 individuals living with or at risk for HIV through a comprehensive, innovative approach to care and prevention. Our purpose is to be a trusted partner in providing services, education and advocacy for all people living with or at risk for HIV and any person seeking a safe and welcoming home for care. Our services include care coordination, integrated care and pharmacy services, mental health, housing, and nutrition. 

Position Summary: 

The EHR Systems Analyst and Support Specialist serves as the primary support resource for end users of the organization’s electronic health record (eClinicalWorks) and acts as the subject matter expert (SME) for FQHC and Patient-Centered Medical Home (PCMH) workflows, requirements and system optimization.

This position is responsible for providing helpdesk support, troubleshooting system issues, analyzing and configuring workflows, supporting quality initiatives, and ensuring the EHR is optimized to meet operational, regulatory, and reporting requirements unique to Federally Qualified Health Centers and PCMH-recognized organizations.

The specialist partners closely with integrated care, operational, quality, and leadership teams to enhance system utilization, improve patient care delivery, and support organization goals.

Duties and Responsibilities:

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. 

• Essential Functions
  • Provide primary support for eClinicalWorks users.
  • Analyze and optimize integrated care and operational workflows.
  • Support quality reporting and UDS initiatives.
  • Develop training materials and conduct end-user education.
  • Configure and maintain EHR workflows.
  • Participate in system implementations and upgrades.
  • Ability to build collaborative relationships across integrated care, operational, and administrative departments to support workflow standardization and system adoption.
• EHR Support and Administration
  • Serve as the primary helpdesk resource for eClinicalWorks issues and requests.
  • Troubleshoot and resolve application issues, user concerns, and workflow challenges.
  • Triage, document, and track support requests to resolution.
  • Escalate complex issues to the EHR vendor as necessary and coordinate follow-up.
  • Manage user account maintenance, security roles, and access management.
  • Assist with developing and maintaining EHR documentation, workflows, and support materials.
  • Assist with software updates, testing, and implementation of new functionality.
  • Configure and maintain EHR templates, forms, structured data, order sets, alerts, registries, and workflow tools to support organizational needs.
• FQHC and PCMH Subject Matter Expertise
  • Serve as an organizational expert on FQHC and PCMH requirements as they relate to EHR workflows and documentation.
  • Ensure eClinicalWorks workflows support:
    • Uniform Data System (UDS) reporting requirements
    • Quality measures and integrated care indicators
    • Care management and care coordination activities.
    • Preventative health initiatives
    • Population health management
    • Health equity initiatives
    • Patient engagement activities
    • Enabling services documentation
    • Risk stratification and care gap management
  • Collaborate with operational leaders to optimize workflows supporting FQHC and PCMH standards.
  • Monitor changes to regulatory requirements and recommend EHR modifications as needed.
• Reporting and Quality Improvement
  • Provide oversight of the maintenance of reporting tools
  • Support UDS reporting activities and quality reporting initiatives.
  • Identify opportunities for workflow improvement and system optimization.
  • Analyze trends in support requests and recommend process improvements
  • Participate in quality improvement initiatives
• Training and Education
  • Develop and deliver end-user training on eClinicalWorks workflows and best practices.
  • Oversee the creation of educational materials.
  • Assist with development of standard operating procedures.
  • Provide one-on-one support and coaching to end users.
  • Manage onboarding and training of new employees as it pertains to the EHR.
• Project Management and Collaboration
  • Participate in EHR-related projects and system implementations.
  • Coordinate with integrated care, operational, and quality teams, to implement workflow enhancements.
  • Serve as a liaison between end users and the EHR vendor.
  • Participate in testing and validation activities for upgrades and system changes.
  • Performs special assignments and other work, on an as-needed basis. 

Education and/or Experience:

• Bachelor’s degree in Healthcare Administration, Health Information Management, Information Technology, Nursing, Public Health, or related field required.*
• Minimum of three (3) years of experience supporting an EHR system in a healthcare setting required.
• Minimum of two (2) years of experience in an FQHC, community health center, or primary care environment required.
• Experience with Patient-Centered Medical Home principles and requirements preferred.
• Experience with quality reporting, UDS measures, and population health initiatives preferred.
• Experience with eClinicalWorks required.
• Must complete and pass the following courses within 90 days of employment. (Certificate Provided) 
  • The Critical Role of IT Support Staff in Healthcare 
  • Health Information Technology Fundamentals 
  • Operations and Patient Safety for Healthcare IT Staff 
  • Healthcare Data Security, Privacy, and Compliance

*Work or lived experience may substitute for education requirements on a case-by-case basis. 

Knowledge, Skills, and Abilities:

Possess superior organizational and administrative skills. Excellent interpersonal and communication abilities. Excellent computer skills in a Microsoft Windows environment. Ability to work independently and achieve high standards of productivity, achieving deadlines, and with superior product results. Strong calendaring, organizational, and document management skills are required. Proactive approach to solving problems and communicating with leadership. Knowledge of office management systems, procedures, and office equipment required. Excellent time management skills and ability to prioritize work. 

The ideal candidate demonstrates a strong understanding of Federally Qualified Health Center (FQHC) operations, regulatory requirements, and Patient-Centered Medical Home (PCMH) standards, with a solid knowledge of ambulatory integrated care workflows and healthcare delivery processes. They possess excellent analytical, troubleshooting, and problem-solving skills, enabling them to effectively identify system issues, optimize workflows, and recommend process improvements that support quality patient care and organizational goals. The individual must be an effective communicator with strong customer service skills and the ability to build positive working relationships across integrated care and administrative teams. They should be comfortable training and supporting users with varying levels of technical proficiency, ensuring successful adoption and utilization of EHR technologies. Strong organizational and project management abilities are essential, along with the capacity to work independently, manage multiple priorities, and adapt to changing operational needs. Proficiency in Microsoft Office applications, reporting tools, and healthcare technology systems is required to support data-driven decision-making and ongoing system optimization.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required.  Reasonable accommodations may be made for individuals with disabilities to perform the essential functions.  The individual in this role must display the highest level of integrity and confidentiality. The individual should have effective communication skills, attention to detail and organization, and flexibility and adaptability. The individual will also maintain knowledge of trends in their area of responsibility.

Physical Demands:

The physical demands described here are general representations of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, talk, and hear. The employee frequently is required to use hands to touch and handle objects. The employee frequently stands or walks.
• The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions. Remote work is on a case-by-case basis and must be approved by the supervisor. 

• Office setting, with sustained use of a computer.
• The noise level in the work environment is minimal to moderate.
• Individuals should maintain personal and professional competency and work to create an environment of courtesy, respect, inclusion, and positivity in all interactions both internal and external to the organization.

FLSA Status: Salaried, Full-time, Exempt               

Leader: Director of IT

Salary: $70,000 annually

Benefits: 

• 150 hours of PTO in the first year followed by 195 hours per year moving forward.
• 12 paid holidays
• Medical coverage options include a PPO plan or a HDHP. 
• Dental & Vision plans
• Health Saving Account or Flexible Spending Account
• Dependent Care Flexible Spending Account
• Employee Assistance Program
• 403b Retirement Account with 5% matching and 100% vesting after 90 days
• Life Insurance @ 2 times the annual salary
• Voluntary Life Insurance Plan including spouse and child coverage options
• Short- & Long-Term Disability Plans
• Premium Subscription to the CALM APP which assists with anxiety, stress & other mental health challenges
• Professional Development Opportunities
• Tuition Assistance
• Annual performance review that includes an annual performance-based salary increase

Protecting our team members, clients, volunteers, and community partners is an integral part of how we ensure our continued work with the clients we serve.  As a condition of employment, Damien Center requires team members to be vaccinated against influenza and receive a tuberculosis skin test (or chest x-ray) annually, barring an approved religious or medical exemption.    

Damien Center is an Equal Opportunity Employer

Damien Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, family status, ethnicity, national origin, age, disability, marital status, amnesty, status as a covered veteran, other legally protected status, or genetic (including family medical history) information.

Damien Center complies with applicable federal laws and with all state and local laws governing non-discrimination in employment in every location in which Damien Center has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Please apply at www.damien.org/job-opportunities 

This position description does not constitute a contract of employment or guarantee of any terms or conditions of employment.  Damien Center employees are employed on an at-will basis. Nothing in this position description restricts Damien Center’s right to assign or reassign duties and responsibilities to this position at any time.