Support Analyst & Trainer - EHR

CITC ENTERPRISES, INC.

JOB DESCRIPTION

Job Title: Support Analyst & Trainer - Electronic Health Records

Department: CEI- Finance

Reports To: Product Manager-EHR

Supervises: None

FLSA Status: Exempt

Pay Grade: E4

Job Type: Regular Full-Time

AKBCU: No ICPA: No

General Functions:

EHR Support Analyst & Trainer works as a key member of the EHR support team. To ensure that the Electronic Health Record (EHR) application runs smoothly, and all inquiries are properly addressed, the EHR Support Analyst & Trainer perform a variety of tasks, including problem-solving end-user created issues, assisting developers, supporting permissions and application configuration changes, and training staff to use the EHR application.

Duties and Responsibilities (including but not limited to)

User Support and Consulting:

• Monitor and respond to open tickets submitted through an incident management system.
• Troubleshoot problems and escalate alerts that cannot be resolved by an end-user or supervisor to the appropriate member of the Product Support Team.
• Perform analysis of how the EHR can be used to solve end-user and organizational needs.
• Collaborate with business users and development teams to identify requirements, document recommendations and decisions, perform configurations, and test new features and functions.
• Promote system security and participant confidentiality and help to ensure compliance.
• Support application configuration changes including applying and testing approved changes.

Training:

• Create step by step how-to training materials published to a web-based application (Confluence).
• Support and deliver necessary training for staff to use the EHR application including product enhancements, new hires, and process changes.
• Maintain and update training materials for the EHR
• Process improvement and documentation.
• Identify opportunities for process improvement and contribute to departmental initiatives.
• Responsible for improving and documenting the business and technical processes around application use and support (using Confluence).

Job Responsibilities Related to Patient Privacy

• The incumbent is expected to protect the privacy of all patient information in accordance with CITC’s privacy policies, procedures and practices, as required by federal and state law, and in accordance with general principles of professionalism as a health care provider. Failure to comply with CITC’s policies and procedures on patient privacy may result in disciplinary action up to and including termination of employment or membership or association with CITC.
• The incumbent will access protected health information (PHI) and other patient information only to the extent necessary to complete your job duties.
• The incumbent may only share such information with those who have a need-to-know specific patient information you have in your possession to complete their job responsibilities related to treatment, payment, or other CITC operations.
• The incumbent is encouraged and expected to report, without the threat of retaliation, any concerns regarding CITC’s policies and procedures on patient privacy and any observed practices in violation of the policy to the designated Privacy Officer.
• The incumbent is expected to actively participate in CITC privacy training and must communicate privacy policy information to coworkers, students, patients and others in accordance with CITC policy.
• The incumbent is expected to actively participate in CITC privacy training and must communicate privacy policy information to coworkers, students, patients and others in accordance with CITC policy.

Job Specifications:

• Excellent verbal and written communication skills.
• Information systems and business processes analytical skills.
• Strong organizational skills.
• Demonstrated ability to coordinate multiple activities and prioritize workload.
• Effective adult training
• Demonstrated experience providing IT support in both in-person and remote support scenarios
• Knowledge of Business and systems analysis
• Demonstrated ability to work with a team or independently in day-to-day operations.
• Demonstrated commitment to continuous learning.

Minimum Qualifications:

• 2-year degree with a focus on business, education, or computer applications. Relevant experience may substitute education requirement on a year-for-year basis.
• 3 years of experience in a technology or business support role.
• Knowledge of computer systems and applications.
• Ability to explain and train on complex applications to non-technical users.

Preferred Qualifications:

• 4-year degree with a focus on education, training, or computer applications. Relevant experience may substitute education requirement on a year-for-year basis.
• 5 years of experience in a technology or business support role.
• Experience with training using various methods including face-to-face, remote, and online courses.
• Experience with use of the CareLogic EHR system
• Experience developing eLearning courses and activities.
• Experience working with a Behavioral Health or substance use disorder program.

Physical Requirements:

Disclaimer

The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.