EHR Support Analyst

The Electronic Health Record (EHR) Support Analyst (ESA) provides technical, operational, and analytical support for the organization's EHRs used by the Clinical, Behavioral Health, and Youth Services programs. The position is responsible for reporting and data analysis, application administration, and user training to ensure reliable system performance, accurate data collection, and effective use of EHR technology. Working collaboratively with staff, the ESA implements system enhancements, improves business processes, and develops reporting solutions that support high-quality patient care, operational efficiency, and organizational decision-making.

Essential Duties

• Act as the main support contact for OCHIN Epic and Credible EHRs and related products, offering both remote and on-site assistance to clinical and administrative staff.
• Troubleshoot EHR and workflow issues by documenting, tracking, and resolving incidents in the designated ticketing system and maintaining timely communication with end users on issue status and resolution.
• Create and maintain OCHIN Epic and Credible user accounts, role-based security access, integrated third-party applications, and other system configuration components in accordance with approved workflows and organizational standards.
• Maintain reliable electronic order processing by monitoring and resolving system error tickets, while collaborating with IT to troubleshoot hardware configuration issues affecting clinical workflows.
• Design, develop, and maintain reports, dashboards, and data visualizations by analyzing data from multiple information systems to support compliance, operations, and decision-making for staff.
• Collaborate with leadership to implement data collection and reporting requirements for funding streams by assessing EHR capabilities, providing technical guidance, validating data, preparing reports, and coordinating timely submission to funders and external reporting systems in accordance with reporting requirements.
• Provide onboarding, ongoing training, coaching, and user support to clinical and administrative staff by delivering role-specific instruction and individualized or small-group coaching to promote effective use of system workflows and documentation practices.
• Participate in workflow analysis, solution design discussions, and site readiness activities to create, maintain, and update workflow documentation, quick-reference guides, job aids, and other training resources.
• Provide training and end-user support for system upgrades, new feature implementations, and workflow changes by assessing user adoption, identifying knowledge gaps, and reinforcing best practices.
• Maintain data integrity across EHRs by reconciling client identifiers, merging duplicates, correcting discrepancies, validating data, and implementing quality measures to ensure accurate records and reliable reporting.
• Review and summarize OCHIN alerts, enhancement notifications, and service communications; inform stakeholders about operational impacts.
• Conduct user acceptance testing (UAT) by collaborating with vendors and internal teams to validate and implement approved system updates and features, documenting findings, and verifying post-implementation functionality.
• Manage assigned workload, prioritize support requests, and document completed work according to departmental standards while meeting established deadlines.
• Maintain and enhance technical knowledge of data systems, reporting technologies, regulatory requirements, and industry best practices through ongoing professional development and continuing education.
• Perform data entry of information pulled from systems as needed.
• Perform other duties as assigned.
• Attend OCHIN user groups and relevant meetings as assigned.