Health IT Support Specialist

JOB SUMMARY: 

The responsibilities of the Health IT Support Specialist include troubleshooting hardware and software issues for staff members, collaborating with IT partners on IT needs, and contributing to system and reporting improvements to enable HCHC to deliver high quality care to patients. This position will work closely with staff and leadership teams to ensure that our software system and technologies meet the demands and enhance clinical productivity and patient experience needs. This position plays a key role in researching and resolving workflow and software problems as part of daily operational support. Effective communication, analyzation, and problem-solving is required for this position to be successful. 

DUTIES AND RESPONSIBILITIES:

Technical Support Duties: 

• Functions as a liaison between IT partner and HCHC staff and escalates risks and issues as appropriate to the IT partner. 
• Manages IT ticketing system to provide end user support, setup, and removal.
• Provides on-site support to staff for software and programming needs.
• Coordinates with Ops & Maintenance staff with configuring new hardware and troubleshooting existing hardware including scanners, printers, fax machines, modems, routers, phones, etc. 
• Utilizes Cox phone system to assign and remove users within the phone tree.
• Participates in troubleshooting tasks involving eClinicalWorks, Health Information Exchanges (HIE), immunization registries, and others. 
• Provides technical support for HEDIS and UDS reporting, Care Gap Analysis, Population Health management, Chronic Care management, and others when implemented.
• Performs testing for new implementations and upgrades being performed and as directed by supervisor.

Employee Relations Duties: 

• Builds and manages relationships with our leadership teams to understand and improve clinical workflows.
• Works with business and operations leadership to coordinate and execute communications around technology and workflow changes.
• Assists in identification of opportunities for process and quality improvement both internally to eClinicalWorks, and in patient flow or clinic operations.
• Contributes to the development of employee training content that relates to HIT/IT.

Other Duties:

• Promotes and demonstrates Hope values of: Gospel motivation, Prayer, Excellence, Stewardship, Patience, Thankfulness, Humility, Service, Dignity through Relationship and Hospitality and Joy 
• Always maintains a courteous and professional demeanor.
• Always maintains the confidentiality of Hope Christian Health Center finances and patient-related information.
• Performs all other duties as assigned 
• Uphold Complies with HIPAA and protects patient information.
• The Health IT Support Specialist ensures compliance with all 19 Health Resources and Services Administration (HRSA) Health Center Program Requirements.
• The Health IT Support Specialist is also expected to actively participate in, and support quality improvement activities and the clinical practice team efforts emphasize the importance of the individual patient and putting the patient’s needs first.

  Experience:

• Bachelor’s degree or equivalent combination of certifications, education, and experience. 
• Experience using eClinicalWorks or other similar EHR super-user certification or training -preferred
• Experience using OfficeHub, Azara, and Microsoft Office -preferred
• Healthcare system reporting experience -preferred

Skills Required:

• Intermediate computer skills including minor software and hardware troubleshooting
• Ability to learn new software programs: EHR, IT ticketing, EHR reporting, etc.
• Understanding of healthcare systems, standards, and HIPAA compliance
• Strong communication, analytical, and problem-solving skills.

KEY COMPETENCIES FOR SUCCESS: 

• Faith to believe that Hope is a ministry of God, exemplifying the love of Christ, and held and directed by the Holy Spirit. 
• Ability to operate general office machinery (computers, calculators, copy/fax machine, telephones, etc.)
• Outstanding ability to build interpersonal relationships at all levels. 
• Excellent communication skills, both written and verbal. 
• Demonstrated passion for community health care. 
• Proven leadership, teambuilding, and organizational skills. 
• Proven ability to maintain integrity in a fast paced and high-demand environment. 
• Proven ability to manage performance goals. 
• Ability to interact with people from all ethnic backgrounds, ages, and lifestyles; ability to understand and respond appropriately, effectively, and sensitively to special populations 

TYPICAL PHYSICAL DEMANDS: 

Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, pulling and lifting and/or moving up to 25 pounds. Frequent sitting. Manual dexterity. Ability to travel to various locations.