EHR Support Analyst

The Electronic Health Record (EHR) Support Analyst (ESA) provides technical, operational, and analytical support for the organizations EHRs used by the Clinical, Behavioral Health, and Youth Services programs. The position is responsible for reporting and data analysis, application administration, and user training to ensure reliable system performance, accurate data collection, and effective use of EHR technology. Working collaboratively with staff, the ESA implements system enhancements, improves business processes, and develops reporting solutions that support high-quality patient care, operational efficiency, and organizational decision-making.

Essential Duties

• Act as the main support contact for OCHIN Epic and Credible EHRs and related products, offering both remote and on-site assistance to clinical and administrative staff.
• Troubleshoot EHR and workflow issues by documenting, tracking, and resolving incidents in the designated ticketing system and maintaining timely communication with end users on issue status and resolution.
• Create and maintain OCHIN Epic and Credible user accounts, role-based security access, integrated third-party applications, and other system configuration components in accordance with approved workflows and organizational standards.
• Maintain reliable electronic order processing by monitoring and resolving system error tickets, while collaborating with IT to troubleshoot hardware configuration issues affecting clinical workflows.
• Design, develop, and maintain reports, dashboards, and data visualizations by analyzing data from multiple information systems to support compliance, operations, and decision-making for staff.
• Collaborate with leadership to implement data collection and reporting requirements for funding streams by assessing EHR capabilities, providing technical guidance, validating data, preparing reports, and coordinating timely submission to funders and external reporting systems in accordance with reporting requirements.
• Provide onboarding, ongoing training, coaching, and user support to clinical and administrative staff by delivering role-specific instruction and individualized or small-group coaching to promote effective use of system workflows and documentation practices.
• Participate in workflow analysis, solution design discussions, and site readiness activities to create, maintain, and update workflow documentation, quick-reference guides, job aids, and other training resources.
• Provide training and end-user support for system upgrades, new feature implementations, and workflow changes by assessing user adoption, identifying knowledge gaps, and reinforcing best practices.
• Maintain data integrity across EHRs by reconciling client identifiers, merging duplicates, correcting discrepancies, validating data, and implementing quality measures to ensure accurate records and reliable reporting.
• Review and summarize OCHIN alerts, enhancement notifications, and service communications; inform stakeholders about operational impacts.
• Conduct user acceptance testing (UAT) by collaborating with vendors and internal teams to validate and implement approved system updates and features, documenting findings, and verifying post-implementation functionality.
• Manage assigned workload, prioritize support requests, and document completed work according to departmental standards while meeting established deadlines.
• Maintain and enhance technical knowledge of data systems, reporting technologies, regulatory requirements, and industry best practices through ongoing professional development and continuing education.
• Perform data entry of information pulled from systems as needed.
• Perform other duties as assigned.
• Attend OCHIN user groups and relevant meetings as assigned.

Knowledge

• Experience with electronic health record (EHR) systems such as OCHIN Epic and Credible in ambulatory healthcare and/or social services settings.

• Knowledge of clinical, behavioral health, and youth services workflows within a Federally Qualified Health Center (FQHC) or a similar healthcare organization.

• Knowledge of relational database concepts, database schema, healthcare data structures, and data governance principles.

• Knowledge of healthcare reporting requirements, data quality standards, data validation methodologies, and reporting best practices.

• Knowledge of user access management, role-based security, and EHR configuration concepts.

• Understanding of system testing methodologies, user acceptance testing (UAT), and validation of software releases.

• Knowledge of HIPAA, patient privacy regulations, and healthcare compliance requirements related to electronic health records.

Skills

• Skill in using SQL to extract, validate, manipulate, and analyze healthcare data from relational databases (required).

• Advanced skill using Microsoft Excel for data analysis, including formulas (required), PivotTables (preferred), Power Query and data connections (preferred), charts (preferred), and data validation techniques (preferred).

• Skill in developing reports, dashboards, data visualizations, and ad hoc analyses using EHR reporting tools, SQL, Excel, Power BI, or similar business intelligence applications.

• Skill in data extraction, validation, statistical analysis, interpretation, and presentation to support operational, clinical, quality improvement, and regulatory reporting.

• Strong written, verbal, and interpersonal communication skills, including the ability to communicate technical information effectively to non-technical users.

• Strong collaboration and customer service skills with the ability to work effectively with clinical, administrative, operational, technical, vendor, and leadership teams.

Technical Proficiency

• Intermediate SQL proficiency (required, advanced preferred)

• Advanced Microsoft Excel proficiency (required)

• OCHIN Epic EHR (Reporting Workbench, SlicerDicer, and/or Clarity) or similar platform

• Qualifacts Credible Behavioral Health (Credible BH) or similar web-based platform

• Power BI, Tableau, or similar business intelligence tools (preferred)

• Microsoft 365 Suite

• Jira or similar ticketing/work management systems (preferred)

• Windows user account administration and role-based security (preferred)

• WellSky, ServicePoint or other HMIS applications (preferred)

• Microsoft SQL Server Reporting Services (SSRS), Microsoft Access, Crystal Reports, or similar reporting platforms (preferred)

• PHP or other web development technologies (preferred)

• Oregon healthcare reporting systems and data submissions (e.g., ROADS) (preferred)

Education and Experience

• Associate degree or higher in a relevant field is a plus, though practical experience is equally valued.

• Experience supporting OCHIN Epic, Qualifacts Credible, or comparable EHR systems is preferred.

• Experience in a Federally Qualified Health Center (FQHC), behavioral health, community health, or social services environment is preferred.

Working Conditions

• Work is primarily performed on-site in an office or healthcare clinic environment.

• Requires prolonged use of computers and standard office equipment.

• Frequent interaction with clinical, administrative, and technical staff in person and through electronic communication.

• May require travel between agency locations to provide on-site support.

• Work is performed in an environment that requires strict adherence to HIPAA, confidentiality, and information security.

• May require occasional exposure to healthcare environments where contact with patients or communicable illnesses is possible; appropriate infection prevention protocols and personal protective equipment (PPE) will be provided and required as applicable.

Physical Requirements

• Prolonged periods of working at a computer.

• Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.

• Ability to communicate effectively in person, by telephone, and through virtual communication platforms.

• Ability to perform basic office work with or without reasonable accommodations. Ability to travel between agency locations as needed.