Analyst, EHR Support at Signature Health Inc – Kirtland, Ohio

At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first, striving for excellence in the work you do each day and have a can do mindset, then Signature Health is the best place for the next step in your rewarding career. As a full-time employee, you will have access to the following employer/employee paid benefits:

• Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Professional Development Support

SCOPE OF ROLE

Reporting to the Senior Manager, EHR Operations and Clinical Informatics, the Analyst, EHR Support will be a key participant in the support and maintenance of Signature Health’s EHR system, Epic. The Analyst, EHR Support will support end users through helpdesk calls and tickets, communicate and test upgrades, implementations, initiatives, and changes, and train staff and patients on Epic and MyChart workflows. The Analyst, EHR Support will understand the complexities of Epic and EHR systems, provide quality customer service to end users and patients, learn and teach Signature Health workflows, and complete upgrade and maintenance tasks. The Analyst, EHR Support will contribute to a positive learning environment that encourages employee and end user engagement.

HOW YOU’LL SUCCEED

• Create EHR training materials and plans for new process and functionalities and update and maintain accuracy of EHR training materials as clinical processes and system features change.
• Test and communicate EHR updates and enhancements, develop and document new workflows, prepare training materials, and work on projects as request by the EHR leadership team.
• Respond to helpdesk calls and tickets in a timely manner while providing great customer service and following through to ensure an adequate resolution to the problem or request.
• Provide formal and informal implementation guidance, project management support, integration, and change management support tasks in a dynamic and interpersonal setting.
• Complete system maintenance, build, and access tasks as needed.
• Communicate EHR system changes and outages when appropriate to Signature Health staff.
• Provide formal and informal EHR training to new and established staff members.
• Provide formal and informal MyChart patient portal training to patients.
• Partner with other departments and vendors as needed to troubleshoot technical issues that arise or to collaborate on projects.
• Support third party applications that are ancillary to the EHR and the delivery of services like patient messaging, telehealth, e-prescribing, inventory management, etc.
• Other duties as assigned.

KNOWLEDGE & EXPERIENCE

• High School Diploma or equivalent required. Bachelor’s degree preferred.
• 1-3+ years’ experience working with an EHR system required; EPIC experience preferred.
• Demonstrated experience working with employees hands-on, coaching, and training.
• Strong presentation skills, including the ability to structure and present technical information in a logical sequence using clear, understandable terminology and examples.
• Demonstrated ability to collaborate with all functional business groups.

WORKING CONDITIONS

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice.

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.