EHR Helpdesk Specialist

At Virginia Garcia Memorial Health Center, we honor all members of our community and acknowledge the dignity of each person we serve. Our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve.

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary:  As an EHR Support Helpdesk member, you will be the first point of contact for EHR system users experiencing technical difficulties. You will assist with basic troubleshooting, resolving system-related issues, new user account creation, monitor internal ticketing system, take EHR calls and escalating more complex cases to higher-level EHR staff. This position provides an excellent opportunity to learn and grow within the healthcare IT space.

Essential Duties and Responsibilities:

•    Serve as the first line of support for EHR-related issues via phone, email, or helpdesk ticketing system.
•    Accurately log and categorize support tickets in accordance with established procedures.
•    Document and track reported issues, ensuring timely resolution or escalation to higher-tier support team and/or supervisor.
•    Troubleshoot and resolve basic issues such as login problems, navigation assistance, printing errors, and workflow guidance.
•    Assist in maintaining the integrity and security of patient records within the EHR system.
•    Collaborate with other IT and clinical teams to ensure smooth operations of the EHR system.
•    Participate in ongoing training and development to remain knowledgeable about system updates and healthcare technology trends.
•    Deliver prompt and exceptional end-user customer support to VGMHC employees, employing troubleshooting techniques, coaching, and consulting to ensure the highest level of customer satisfaction while strictly adhering to tight schedules.
•    Take ownership of creating and maintaining Epic user accounts, Provider Master Files (PMFs), Remote Access, LabCorp Link, and Haiku/Canto, with great level of precision and accuracy to ensure seamless user access and optimal system performance.
•    Collaborate closely with VG Communications team to develop, schedule, and deploy CareMessage patient text message outreach, employing advanced technical skills and effective communication to enhance patient engagement and improve care delivery.
•    Assume responsibility for creating and maintaining CareMessage user.
•    Exhibit outstanding proficiency in adding, removing, and troubleshooting workstations and printers, ensuring uninterrupted operations and seamless connectivity.
•    Follows procedures for incident escalation and notification to EHR Support Supervisor.
•    Support minor system updates, testing, or maintenance tasks as directed.
•    Update and maintain member-managed system setups, including the provider master file, letter templates, Smart Phrases, and other service area files.
•    Vigilantly monitor and track resolution of system error pools, such as refill, E-prescribing, results, and order transmittal errors.
•    Add, remove and troubleshoot workstations/printers on order transmittal maps, notifying IT of hardware moves for network updates.
•    Perform other duties and projects as assigned.
•    Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

HIPAA Requirements:
The EHR Support Helpdesk will have access to PHI in the course of his/her duties. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include:  all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc.  The EHR Support Helpdesk is required to read the content of these records only to the extent needed to accomplish the assigned task.  

Knowledge, Skills and Abilities required:
•    Ability to troubleshoot and problem solve in a clinical or EHR setting. 
•    Knowledge of training and teaching strategies, methodologies and basic instructional concepts.
•    Ability to perform effective one-on-one and group training.
•    Basic knowledge of EPIC system (EHR and EDR). 
•    Knowledge of basic medical terminology preferred.
•    Proficiency with MS Office Suite (Excel, Word, Outlook, PowerPoint) and ability to demonstrate these skills. 
•    Excellent Customer Service skill.
•    Planning and organizational skill.
•    Excellent interpersonal, oral, non-verbal and written communication skill.
•    Ability to make independent decisions based on VGMHC policies and protocols.
•    Bilingual English/Spanish language skills (speaking, reading and writing) preferred.
•    Ability to work effectively in a team environment.
•    High degree of confidentiality, integrity, and professionalism.
•    Commitment and alignment to Virginia Garcia’s mission, vision, and values.
•    Valid Oregon driver’s license, reliable transportation, safe driving record, and insurance coverage required.

Education and Experience:
•    High school diploma or equivalent 
•    Strong computer skills and basic knowledge of IT systems.
•    1-year previous experience in a customer support or helpdesk role preferred, especially in healthcare.
•    Familiarity with EHR systems (e.g., Epic, Cerner, Allscripts) is desirable but not required; training will be provided. 
•    Excellent problem-solving abilities and attention to detail.
•    Strong communication skills, with the ability to convey technical information to non-technical users.
•    Ability to work both independently and as part of a team in a fast-paced environment.

Behavioral Competencies:
Accountability
•    Role model VG’s mission, vision, and shared values
Customer-Focus
•    Listen to the voice of the customer and strive to delight them by exceeding their expectations
Teamwork
•    If someone needs help, help them
Initiative
•    Be innovative, apply fresh ideas, and continuously improve how you do your work
Confidentiality
•    Maintain strict confidentiality and respect the privacy of others
Ethical
•    Demonstrate integrity, honesty, and stewardship in all encounters at work
Respect
•    Demonstrate consideration and appreciation for co-workers and patients
Communication
•    Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements:
    Percentage of time spent
•    Computer use: up to 90%
•    Standing/Walking: up to 30%
•    Sitting: up to 90%
•    Lifting/Carrying: less than 5%; may occasionally lift up to 20 lbs.
•    Travel to multiple locations within Washington and Yamhill counties and working flexible hours.

Working Environment:
•    Work in well-lighted and ventilated environments. 
•    Potential exposure to blood borne pathogens and hazardous chemicals.

Office equipment Used:
·       Computer
·       Telephone, fax, copier, scanner, printer

Immunization:
Staff members must meet immunization requirements as stated in VGMHC’s immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC’s Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes fairness in placement, promotion, transfer, rate of pay, and termination.