EHR Application Support Specialist Tier 1 - Richmond, VA

Overview

EHR Application Support Specialist Tier 1 – Richmond, VA – 8+ Months. The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR related areas. This position will provide technical expertise to the end users, help troubleshoot issues and configuring settings among other functions.

• Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
• Must understand VDH Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
• Acquires and maintains a general and clinical knowledge of client and related software applications.
• Attends professional development training as instructed.
• Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
• Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each VDH facility.
• Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation.
• Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance.
• Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations.
• Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors.
• Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts.
• Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment.
• Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support.
• Site Health Dashboards and associated metrics to monitor performance and identify potential issues.
• Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams.
• Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges.
• Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.