Equal Opportunity Employer
The mission of the Health Federation of Philadelphia is to promote health equity for marginalized communities by advancing access to high-quality, integrated, and comprehensive health and human services. Health equity is at the heart of all our work. We believe in and are firmly committed to equal employment opportunity for employees and applicants. We do not discriminate on the basis of race, color, national or ethnic origin, ancestry, age, religion, disability, sex or gender, gender identity and/or expression, sexual orientation, military or veteran status. This commitment applies to all aspects of the Health Federation of Philadelphia’s employment practices, including recruiting, hiring, training, and promotion.
Position Summary:
The EHR Application Support Specialist II (Specialist) has a leading role in EHR application analysis, configuration and support. The Specialist is responsible for ensuring optimization of EHR software implementation, support for continuity of operations, consistency in execution of support procedures, and preservation of data integrity and quality. The Specialist works under the direction of the EHR PMO Operations Manager and in close collaboration with the EHR System Configuration and Integration Specialist, Training and Support Analysts, Business Analysts, and Technical Managers. The Specialist will utilize the EHR application (eClinicalWorks), Microsoft Office, help desk software and other program-specific applications and systems as applicable. The functional domain of this position requires a thorough understanding of eClinicalWorks functionality for practice management, clinical and billing workflows in a public sector ambulatory health setting as well as knowledge of decision criteria and applicable policies and procedures to support all assigned tasks.
Duties and Responsibilities:
Configuration and Testing:
- Accurately and consistently maintains the complete configuration of the EHR system and integrated companion products. Match end user requirements with effective solutions and ensure intended application functionality, integrity and compliance with documented workflows.
- Evaluates requested configuration changes to ensure that approved changes work as intended, meet or exceed expectations, and adhere to business rules, scope and security and privacy standards.
- Confirm that application and companion technologies are fully and successfully tested in both production and non-production environments for all changes and activations. Adhere to Change Management Request processes and communications.
- Responsible for the documentation of system configuration, issue resolution(s), and procedures in the form of Configuration Workbooks, Knowledge Base Articles, and Standard Operating Procedures.
- Develops, documents, and executes test plans to evaluate application functionality throughout the development, testing, and deployment cycles. Documents all outcomes from the testing process and works with team to evaluate and recommend resolution for testing failures.
- Must be able to consistently participate in activities around planned and unplanned software maintenance and upgrade requirements, including outages and troubleshooting.
- Performs maintenance of user security within the EHR application based on intended user roles/permissions and appropriate monthly reporting and usage statistics.
Operations and Application Support:
- Provides prompt, courteous first and second-level EHR HelpLine customer support via telephone, email, and remote assistance. Assists AHS and EHR staff with operation and functionality of EHR related software, supporting applications, workflows, incidents, and requests.
- Responsible for timely reporting of issues, requests and incidents as per EHR HelpLine (help desk / support) protocols. Utilizes the EHR help desk application, the eCW ticketing system and other applicable incident/request management software to capture all relevant information regarding reported end user issues. Must have the ability to answer queries and resolve issues with software applications and escalate or close tickets as necessary.
- Provides support for troubleshooting, approval, analysis and reporting as part of Request, Incident, and Change Management. Responsible for ongoing configuration and maintenance of incident/request management software.
- Responsible for maintaining data quality in electronic patient records, specifically, performing investigation to support identification and unambiguous merging of duplicate patient records and other data clean-up tasks as required.
- Supports AHS and EHR teams with Asset Inventory, Comprehensive Testing, Project Planning, Troubleshooting, Impact and Risk Analysis, and Solution design.
Process and Project Management:
- Self-manages time and effort. Provides estimated time to complete work and estimated dates for delivery of assignments.
- Assumes responsibility and demonstrates initiative.
- Responsible for providing status on assigned tasks.
- Works collaboratively and constructively with team members to achieve program goals.
- Fosters positive communication and teamwork atmosphere. Is respectful of all team members in verbal and written communications.
- Demonstrates ability to balance multiple work streams and associated complexity while achieving program goals.
Change Management:
- Follows departmental standards for analysis, design, configuration and testing regarding change control.
- Communicates and document changes as per EHR Program procedures.
- Monitors change after implementation to validate the change is working in the production environment as intended.
- Acts as change agent to assist and support EHR customers to move from old to new solution sets.
Training
- Engages in activities to remain current as well as enhance technical skill level.
- Provide evidence of on-going training activities; demonstrates proficiency in the required tools, systems and methodologies needed to perform the work.
- Identifies own learning needs and obtains necessary education to meet requirements of position.
- Assists with user EHR application training as needed to support AHS training requests.
- eClinicalWorks certification or equivalent experience with the ability to complete eClinicalWorks training resulting in certification is required.
Other
- Follows program, departmental and municipal procedures and policies including, but not limited to safety, mandatory education, confidentiality, attendance, timely location/situation awareness, cost control, procurement, etc.
- Facilitates a clean, safe, quiet and secure environment for all colleagues.
- Maintains compliance with all expectations for professional integrity and personnel management including HFP employee policies and standards.
- Reliably performs on-call and after-hours responsibilities as assigned.
- Other duties as assigned.
