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ELECTRONIC HEALTH RECORDS (EHR) SUPPORT ANALYST

GENERAL DESCRIPTION OF POSITION

The Electronic Health Records Support Analyst provides essential support for Brighton Center's Health Information Technology (Health IT) systems, including myEvolv and Bells AI, across Early Childhood Intervention (ECI), Special Education Support Services (SESS), Pediatric Therapy Clinic (PTC) and Preschool Intervention Team (PIT) programs.

This role ensures users receivetimelyandaccurateassistancethrough the help desk andis responsible forsupporting system performance, data integrity, workflow consistency, and approved configuration standards. The EHR Support Analyst supports user troubleshooting, system configuration, testing, documentation, training materials, data quality checks, and workflow optimization activities under established governance standards.

The EHR Support Analyst serves as the operational support and monitoring role for EHR system performance, user experience, workflow consistency, and data quality. This positionidentifiesrecurring issues, supports testing and implementation of system changes,maintainsuser-facing documentation, and escalates trends or risks to the Director of EHR Systems & Governance for prioritization and governance review.

The EHR Support Analyst works under the direction of the Director of EHR Systems & Governance to ensure EHR systems are reliable, compliant, well-documented, and aligned with organizational standards.

ESSENTIAL FUNCTIONS

Help Desk, User Support, and Ticket Trend Monitoring (35%)

• Serve asprimarypoint of contact for EHR support requests.
• Monitor, triage, and resolve help desk tickets within defined service expectations.
• Analyze ticket trends toidentifyroot causes and recommend proactivesystem, documentation, training, orworkflow-supportimprovements.
• Maintain routine summaries of ticket volume, issue categories, recurring problems, resolution times, user training needs, and system/vendor-related concerns.
• Escalate recurring issues, workflow breakdowns, system defects, access concerns, or training gaps to the Director for governance review and prioritization.
• Collaborate with system vendors, including Netsmart, to resolve issues and support system performance.
• Provide clear and effective communication to usersregardingsystem issues, fixes, updates, and expected next steps.
• Support user onboarding and ongoing system navigation needs.

System Configuration, Testing, and Implementation Support (25%)

• Support system upgrades, releases, configuration updates, and testing activities.
• Collaborate with cross-functional teams toidentifysystem andworkflow-supportneeds under the direction of the Director.
• Configure forms, events, templates, fields, and workflows within system standards defined by leadership and governance processes.
• Support user acceptance testing, regression testing, release validation, and post-implementationmonitoringfor system upgrades, configuration changes, workflow updates, integrations, and new tools.
• Document testing results, unresolved issues, user feedback, and implementation risks for Director review.
• Assistin workflow optimization efforts designed to reduce manual work and improve efficiency within approved system standards.
• Document system changes, configurations, known issues, and support processes.

Data Integrity, Workflow Monitoring, and Quality Assurance (20%)

• Perform system audits to support data integrity and adherence to approved system workflows.
• Identifyand escalate data quality issues, system inconsistencies, documentation errors, or recurring rework patterns.
• Support report configuration and validation to ensure system data supports program health, compliance, and leadership reporting needs.
• Partner with the Director andappropriate leadersto help distinguish between system, process, reporting logic, training, and user-adoption issues.
• Documentobservedworkflow pain points, manual workarounds, duplicate data entry, inconsistent practices, and user behaviors that impact system efficiency, data quality, or compliance.
• Assistwith current-state workflow reviews by providing ticket data, audit findings, user feedback, and examples of recurring support issues.
• Maintaindocumentation related to system standards, data quality checks, and best practices.

Training, Documentation, and Adoption Support (15%)

• Develop, maintain, and update user-facing SOPs, job aids, quick guides, training materials, and support resources that explain approved EHR workflows, system navigation steps, documentation processes, and other system-use expectations for staff.
• Develop, maintain, and update internal EHR support SOPs that define how the EHR Support Analyst performs recurring job responsibilities, including ticket handling procedures, testing protocols, release validation steps, configuration documentation, documentation update processes, audit procedures, escalation pathways, and other system support tasks.
• Deliver onboarding and refresher training to staff on approved system workflows and navigation.
• Reinforce standardized workflows and best practices during support interactions and training.
• Communicate system updates, changes, and expectations clearly to users using approved messaging.
• Identify recurring user confusion, inconsistent workflow use, and training gaps based on tickets, audits, and user feedback.
• Support adoption monitoring by documenting user questions, barriers, recurring errors, and feedback following system changes.

Compliance, Access Support, and System Standards (5%)

• Ensure system support activities align with federal and state health information privacy laws and organizational policies, including HIPAA and HHS requirements.
• Follow organizational policies, SOPs, change control procedures, and governance standards.
• Support compliance-related audits and documentation as assigned.
• Support role-based access processes by following approved accessrequest, change, and termination procedures.
• Identifyand escalate inappropriate access, permission errors, inactive users, or potential privacy/security concerns to the Director, HIPAA Security Officer, or IT team asappropriate.
• Maintain confidentiality andappropriate handlingof protected health information, user access information, and system documentation.

QUALIFICATIONS

Required:

• Bachelor's degree or equivalent experience
• Minimum 2-3 years of experience supporting EHR systems or healthcare IT
• Experience with help desk operations and user support
• Strong troubleshooting, documentation, and communication skills
• Proficiency in Microsoft Office Suite

Preferred:

• Experience with myEvolv, Bells AI, or Netsmart platforms
• Familiarity with healthcare workflows or pediatric services
• Exposure to reporting tools or data validation processes
• Experience supporting system configuration or workflow changes

NECESSARY SKILLS

• Strong customer service and communication skills
• Analytical thinking with ability to identify trends and root causes
• Attention to detail and commitment to data accuracy
• Ability to manage multiple priorities
• Ability to follow governance while supporting user needs
• Collaborative and team-oriented mindset

TOP COMPETENCIES

• Help Desk & User Support
• EHR Workflow Support
• Data Integrity & Quality Assurance
• Troubleshooting & Problem Solving
• Communication & Training
• Trend Analysis & Continuous Improvement
• Documentation & Process Adherence

QUALIFICATIONS

Required:

• Bachelor's degree or equivalent experience
• Minimum 2-3 years of experience supporting EHR systems or healthcare IT
• Experience with help desk operations and user support
• Strong troubleshooting, documentation, and communication skills
• Proficiency in Microsoft Office Suite

Preferred:

• Experience with myEvolv, Bells AI, or Netsmart platforms
• Familiarity with healthcare workflows or pediatric services
• Exposure to reporting tools or data validation processes
• Experience supporting system configuration or workflow changes