General Statement of Duties

Responsible for the support, maintenance, optimization, and day-to-day functionality of clinical software applications within the organization. Works closely with clinical staff and IT teams to ensure systems are operating efficiently and effectively to support patient care. Acts as a primary resource for troubleshooting, training, and workflow optimization related to Electronic Health Record (EHR) systems and other clinical applications. Assists with implementation, upgrades, and integration of healthcare technologies while ensuring alignment with organizational goals and regulatory requirements.

Customer Service Expectations

To promote, support, and actively participate in providing a high level of customer service demonstrated by following the four key principles to excellent customer satisfaction:

1. Exceptional Customer Service – Make serving patients your number one priority.


2. Positive Attitude – Display professionalism, empathy, and respect in all interactions.


3. Consistency – Deliver a high level of service consistently to build trust and reliability.


4. Team Collaboration – Work effectively with clinical and administrative teams.

Supervision

Supervision Received: Reports to IT Director

Supervision Exercised: None

Typical Physical Demands

• Work requires sitting for extended periods.


• Full range of motion including lifting, bending, reaching, and standing.


• Manual dexterity sufficient to operate standard office equipment.


• Vision correctable to 20/20 and normal hearing required.


• Some travel between clinic locations may be necessary.


• On-call availability required.

Typical Working Conditions

Work is performed in office and clinical environments. Position may involve high-volume support requests and require flexibility for after-hours system updates, upgrades, and go-live support. Position may require responding to urgent issues in a fast-paced healthcare setting.

Essential Duties

1. Serve as a primary point of contact for clinical users regarding EHR systems, clinical applications, and healthcare technology solutions.


2. Provide day-to-day support, troubleshooting, and issue resolution for clinical systems (e.g., Allscripts and other healthcare applications).


3. Collaborate with clinical staff to analyze workflows, identify inefficiencies, and recommend system improvements.


4. Assist with implementation, configuration, testing, and upgrades of clinical applications.


5. Provide end-user training and develop training materials to improve system adoption and efficiency.


6. Support system integrations and data exchange between applications using HL7 interfaces or similar technologies.


7. Assist in maintaining system data integrity, user access, and application security.


8. Develop and maintain reports, dashboards, and queries to support clinical and operational decision-making.


9. Participate in system testing, validation, and change management processes.


10. Document procedures, workflows, and troubleshooting steps for internal knowledge sharing.


11. Assist with regulatory compliance efforts, including HIPAA and data security standards.


12. Work with vendors and internal IT teams to resolve application issues and implement enhancements.


13. Stay current with healthcare technology trends, EHR updates, and best practices.


14. Participate in after-hours support as needed for system upgrades or critical issues.


15. Other duties as assigned.

Performance Requirements: Knowledge, Skills, & Abilities

• Strong knowledge of Electronic Health Record (EHR) systems (e.g., Allscripts or similar platforms)


• Understanding of clinical workflows in an outpatient healthcare setting


• Working knowledge of healthcare data exchange standards (HL7, interfaces, integrations)


• Experience with reporting tools and data analysis


• Familiarity with user access/security management within clinical systems


• Understanding of HIPAA and healthcare compliance requirements


• Strong troubleshooting and problem-solving skills


• Excellent communication and end-user training abilities


• Ability to work effectively with clinical, technical, and administrative staff


• Strong organizational skills with attention to detail


• Ability to manage multiple priorities in a fast-paced environment


• Basic understanding of IT infrastructure concepts (networking, servers, databases) preferred

Requirements

Education

Associate or Bachelor’s degree in Health Informatics, Computer Science, Nursing, or related field preferred.

Experience

2–4 years of experience in clinical applications support, healthcare IT, or clinical informatics, preferably in an outpatient multi-specialty environment.

Certification/License

Valid Tennessee driver’s license

Alternative to Minimum Qualifications

Equivalent combination of education and experience may be considered.