IT Support Analyst
- Responsible for being the subject matter expert and super user for the EHR/PM system of the practice, coordinating and communicating all matters relating to training PM to ensure proper and efficient integrated workflows. Create and utilize training curriculum to train and instruct the physicians and staff on the use and features of the electronic medical records software effectively
- Documentation of policies, procedures and best practices.
- Required to act as the system support and be heavily involved in the training and knowledge transfer of system subject matter to all staff.
- Conducts and document workflow analysis and recommend changes to maximize efficiency of the EHR/PM.
- Develop documentation of processes and training manuals related to the practice management system.
- Develop or assist in developing workflow processes, touch orders, and templates.
- Provide and manage software support calls in regard to the use of applications.
- Establish PM system by planning and executing the installation, configuration, and testing of practice management software, upgrades and patches. Conduct testing of enhancements, patches or conversions. Develop functional test plans. Develop Standard Operating Procedures to control additions and/or changes to the EHR/PM system files and tables, including any annual updates.
- Communicate to all Divisions any updates, changes, enhancements and new procedures regarding the use of the system and equipment. Interface with practice staff to identify and correct system issues in a timely manner.
- Maintain communication and resolution of all system problems with the vendor that cannot be resolved in-house.
- Provide all end-users of the PM system with troubleshooting services and support.
- Perform on-going system review and diagnostics of PM operations.
- Secure EHR/PM system by developing system access, monitoring, control, and evaluation; establishing and testing disaster recovery policies and procedures; maintaining documentation in conjunction with the IT vendor.
- Prepare end users of the EHR/PM system by designing and conducting training programs, providing references and support. Administer competencies to all new end users during training. During implementation will be “train the trainer” model.
- Conduct successful training and development of employees.
- Conduct verbal and written communications intelligently and timely.
- Demonstrate ability, judgment and willingness to make decisions.
- Model professionalism at all times with all levels of staff, management and patients, setting an example for others in the department.
- Participate in programs to attain personal goals and participates in educational activities to ensure further professional growth.
- Maintain the strictest confidentiality regarding privileged patient information, which includes but is not limited to the patient’s medical condition, medical records, and demographic and financial information. Additionally, this includes maintaining and enforcing the confidentiality of information and/or knowledge of employees’ records, activities, and information about the organization which may be acquired through normal work duties or by accident and may be considered as sensitive or confidential.
- Attend all vendor support meetings.
- Perform all other duties or special projects not specifically mentioned above associated with position as deemed appropriate.
- Strong, in-depth knowledge of the health information technology industry. 2 years training experience desired including planning training sessions, creating training manuals, training and creating and redesigning workflows.
- Excellent oral and written communication skills with ability to communicate clearly by phone or in person.
- Appropriate people skills to interact with patients, physicians, management and staff. Ability to build effective working relationships. Team player with excellent interpersonal skills.
- Skill in providing attention to detail and documentation.
- Skill in developing Standard Operating Procedures and Policy as relates to the PM system.
- Ability to solve problems, organize, and prioritize effectively.
- Ability to work independently.
- Demonstrated proficiency in Word, Excel, O365.
- HS/GED Required
- Associates degree in computer science or equivalent education with at least 2 years of relevant work experience in support of computer systems, applications, networks, and telecommunications.
- A+ or other industry certification preferred.
- A least 2 years of relevant experience in health information technology or a related field (including but not limited to health policy, health systems integration, health IT, electronic medical record implementation, and/or healthcare consulting).
- Microsoft Office products
- Medical billing and practice management systems (Systemedx, EMR/PM)
- Tier 1 IT Analyst
- Knowledge of HIPAA
- Proficient skill in using EHR/PM system
- Strong customer service skills
- Skill in writing procedures and policies
- Skill in using healthcare software and computer systems
- Multitasking, analytical and problem-solving skills
- Must be able to use arms, hands, and fingers skillfully. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, telephone and other office equipment.
- Constant sitting and standing for long periods, bending, reaching and stretching.
- Must be agile and able to work efficiently in space-limited areas
- Requires normal range of hearing and eyesight to record, prepare and communicate appropriately.
- Consistently work at a productive pace.
- Ability to work under stressful conditions and/or irregular hours to meet deadlines.
- Ability to lift a minimum of 15 pounds.
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