The EHR Application Support Specialist provides Tier 1 support to all EHR end
users on EHR related areas. This position will provide technical expertise to
the end users, help troubleshoot issues and configuring settings among other
functions.
The EHR Application Support Specialist provides Tier 1 support to all EHR end
users on EHR related areas. This position will provide technical expertise to
the end users, help maintain EHR related activities including troubleshooting
issues, configuring settings and setup users among other functions.
The EHR EU Support Specialist is responsible for providing Tier 1 (first call
resolution) support to all EHR end-users EHR-related clinical and patient
accounting applications.
This role plays a vital role in supporting the successful implementation and
sustainment phases of the VDH Electronic Health Record initiative and help
ensures deployed EHR capabilities remain stable, fully operational, and
effectively adopted by end-users through post-cutover health checks, issue
tracking, and sustainment readiness planning.
* Provides Tier 1 clinical support to meet and exceed established Service Level
Agreements (SLAs) and follow ITIL processes.
* Triages end user issues and determines if the issue can be resolved at Tier 1
or if it needs to be escalated to Tier 2.
* Must understand VDH Local Health Department EHR policies, procedures, and
workflows and Oracle Health-specific procedures to resolve issues.
* Acquires and maintains a general and clinical knowledge of client and related
software applications.
* Attends professional development training as instructed.
* Maintains necessary technology skills to perform common client specific First
Call Resolution (FCR) tasks, with training, including password resets, Citrix
troubleshooting, common desktop troubleshooting, etc.
* Conduct pre- and post-go-live system health checks to verify operational
readiness and functionality of the deployed Electronic Health Record (EHR)
solution at each VDH facility
* Monitor key performance indicators (KPIs) and system usage metrics to
identify early warning signs of functional or technical degradation
* Coordinate and validate issue resolution with implementation, clinical,
technical, and vendor teams to ensure continuity of care and system
performance
* Maintain sustainment readiness checklists and site health status dashboards
for EHR leadership and Go-Live command center operations
* Provide on-demand support for issue escalation, problem diagnosis, and
liaison functions between end users, support teams, and technical vendors
* Contribute to lessons learned, issue trend analysis, and process improvements
for future site deployments and system rollouts
* Post-Go-Live Health Check Reports that assess system performance and user
adoption following deployment
* Sustainment Readiness Checklists to evaluate preparedness for ongoing
operations and support
* Site Health Dashboards and associated metrics to monitor performance and
identify potential issues
* Knowledge Transfer Documentation to ensure continuity of operations and
effective handoff to support teams
* Issue Resolution Logs and Trend Analyses to track, resolve, and analyze
recurring challenges
* Exhibits a basic understanding of healthcare regulatory and compliance (e.g.,
HIPAA). Skilled in the application of policies and procedures. Foundational
Communication - Simple messages communicated orally. May write brief messages
and keep simple records. May explain and offer guidance on routine
procedures.A
American Technology Consulting