Clinical Knowledge Base & Systems Support Coordinator
Reports to: Director, Information Systems
Summary
The Knowledge Base Coordinator is responsible for managing and maintaining the organization’s system knowledge base including electronic health record (EHR), DocuSign and other 3rd party applications. In addition, this position is responsible for supporting the Help Desk by providing assistance through help desk functions, documentation and coordination of user education and training initiatives.
The ideal candidate combines strong technical documentation, oral and written skills along with customer service, problem-solving, and training experience in a healthcare environment.
Key Responsibilities:
Knowledge Base Management
Develop, organize, maintain, and update knowledge base articles, job aids, FAQs, workflow guides, and troubleshooting documentation.
Ensure documentation is accurate, current, user-friendly, and aligned with organizational policies and clinical workflows.
Create standardized templates for consistency across support materials.
Collaborate with help desk, project teams and clinical operations to document system changes, upgrades, and new workflows.
Maintain version control and archival processes for training and support documentation.
Help Desk Support
Provide Tier 1 and Tier 2 support for system issues including EHR and 3rd party applications, including troubleshooting, workflow, and access concerns.
Respond to help desk tickets, phone calls, and email inquiries in a timely and professional manner.
Escalate complex issues to appropriate IT, system or vendor support teams when necessary.
Track, document, and monitor support requests to ensure timely resolution and accurate reporting.
Assist with system testing and validation during upgrades, implementations, and optimization initiatives.
Identify recurring support issues and recommend workflow or training improvements.
End User Training & Education
Coordinate and deliver system training sessions for new hires, existing staff, and system updates as needed for various applications (EHR, eLearning, etc.)
Work with Training Department to assist with delivering content for instructional materials, presentations, quick-reference guides, and e-learning tools.
Support go-live activities and on-site user assistance during system implementations or upgrades.
Qualifications:
Required Qualifications
Associate degree in Healthcare Administration, Health Informatics, Education, or related field; or equivalent experience.
Knowledge of clinical workflows and healthcare operations.
Strong written communication and technical documentation skills.
2+ years of experience supporting EHR systems in a healthcare environment.
Experience with help desk ticketing systems and end-user support.
Experience developing and delivering training materials and presentations.
Proficiency with Microsoft Office Suite and collaboration tools.
Preferred Qualifications
Bachelor’s degree in Healthcare Administration, Health Informatics, Education, or related field; or equivalent experience.
Experience with EHR platforms including ePrescribing and eLabs management.
Familiarity with eLearning Management Systems, i.e. Relias
Familiarity with ITIL, knowledge management practices, or instructional design principles.
Experience supporting healthcare regulatory requirements including HIPAA compliance.
Key Skills & Competencies
Technical writing and documentation
Training facilitation and presentation skills
Problem-solving and critical thinking
Customer service and user support
EHR workflow analysis
Organization and time management
Communication and interpersonal skills
Attention to detail
Ability to manage multiple priorities in a fast-paced healthcare environment
Work Environment
Remote healthcare/clinical environment
Occasional after-hours support during upgrades or go-live events
Some onsite travel required for EHR implementations, go lives and end user trainings
Interaction with clinical, operational, and technical teams across the organization
The Child Center of NY is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status or any other category protected by Federal, State or local law. EOE M/F/D/V