EHR Support Generalist

Description

EHR Support Generalist 

Department: Information Technology 

Reports To: Director of Information Technology 

FLSA Classifcation: Exempt 

Remote or in-person work options available. 

About Primary Health Solutions 

Our Mission

We meet people where they are and partner with them on their journey towards wellness.

Our Vision

The destination for servant leaders to provide comprehensive and exceptional care.

Our Values

R – Respect

I – Innovation

S – Stewardship 

E – Excellence

NextGen Analyst Summary

The EHR Support Generalist is part of a collaborative team, responsible in supporting and assisting staff with the Nextgen EHR platform, including monitoring daily issue resolution and support services to staff across the organization. As an EHR Support Generalist you will collaborate with internal teams, including leadership, HR, Clinic Operations, Patient Access, Finance, and other stakeholders to work on projects, address tickets submitted and assist the Nextgen Analyst with projects and necessary support.

A Day in the Life

User Administration/Support

- Respond to end-user inquiries, issues, and requests related to NextGen applications.

- Provide timely and effective technical support through various channels, including tickets, emails, and phone calls.

- Collaborate with users to understand their needs and challenges, offering solutions and guidance.

- Participate and/or assist in end-user training sessions on workflows and best practices.

- Assist in creation of new NextGen user accounts and setup.

- Assist the Nextgen Analyst with projects dealing with the EHR system.

- Provide after-hours support (rotation) on an as needed basis depending on severity of issues.

- Provide Tier 1 & Tier 2 support for Nextgen related items.

Troubleshooting

- Assist in resolving technical issues related to NextGen functionality.

- Investigate and analyze system errors and recommend and/or escalate for corrective action to the Nextgen Analyst.

Quality Assurance

- Perform routine system audits to ensure data accuracy and compliance.

- Contribute to testing activities during system upgrades or enhancements.

- Work extensively with the Nextgen Analyst on any anomalies or outstanding issues affecting user performance.

Core Competencies

· Customer Service: Committed to increasing customer satisfaction, sets proper customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met.

· Communication: Understand and communicate effectively with others using various contexts and formats, including writing, speaking, reading, listening and interpersonal skills.

· Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.

· Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, ?nds root cause of quality problems, owns/acts on quality problems.

· Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks,

develops good work procedures, manages time well, and handles information ?ow.

Requirements

Success Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Minimum of an associate's degree or minimum 2 years of related experience in IT with the Nextgen EHR system.

Must have Nextgen EPM experience.

Ability to troubleshoot technical issues and provide effective solutions.

Ability to maintain proper time management.

Detail-oriented with a commitment to delivering high-quality support.

Preferred Certifications:

NextGen Certified Professional (NCP) preferred but not required.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have the ability to gain pro?cient knowledge of current practice management systems, electronic medical record, Microsoft Of?ce 365, patient portal, phone systems, text paging, Internet, and Intranet.

Other Applicable Requirements

Excellent communications skills, both written and verbal. Ability to work effectively and independently with all levels of clinical and administrative staff within the health centers and with community leaders. Strong leadership qualities and leadership experience. Demonstrates program development and implementation skills. Ability to represent the organization effectively in a variety of settings and with diverse communities. Demonstrates understanding and appreciation for diverse cultures.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to ?nger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 25 pounds. Speci?c vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee are occasionally exposed to fumes or airborne particles; toxic or caustic chemicals and risk of radiation. The noise level in the work environment is usually moderate.

Afirmative Action/EEO Statement

It is the policy of Primary Health Solutions to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.