The Application Support Specialist provides assistance related to the support of practice management, electronic health record and other clinical informatics applications and software. Responsible for system updates and on-going staff training for health center and administration monitors data entry and system reports to identify training needs. This position assists in the formulation of procedures and best practices for end-users.
Provides technical support to health center staff on application issues.
Answers, evaluates and prioritizes requests for assistance from users experiencing problems.
Logs and tracks requests using help desk software, maintains history records and related problem documentation.
Handles problem recognition, research, isolation, resolution and follow-up of application issues; referring more complex problems to Project Leader or other designated management staff.
Monitors data entry and system reports to identify training needs or workflow/configuration changes needed.
Assists with the completion of statistical reports.
Conducts application training as needed including planning initial training on software and performs any on-going training as needed.
Responsible for monitoring reports for trends in data entry errors or billing errors.
Communicates any trends identified to the Project Leader.
Analyze and provide support on the various clinical and non-clinical applications used throughout the organizations; manage user accounts, passwords and permissions, provide basic solutions for clinical applications
Set up, configure, and troubleshoot application issues.
Assess workflows, recommend solutions, and assist with system configuration as needed.
Develop training materials for use by end-users
Submit and manage support tickets to application software customer support cases; prioritize, track and resolve user problems and requests with a sense of urgency.
Develop, implement and maintain policies, procedures, and associated training plans for applications.
Maintain data privacy and confidentiality
Set up and configuration of reports for various departments including Finance, Quality and Operations.
Provide on-site, phone support and issues triage/resolution
May be required to act as the “resident expert” for a specific application
Report project status updates to Project Leader
Other duties and/or special projects as assigned
Bachelor’s Degree in any education area, AA Degree in any education area with 2 years of experience in Healthcare, Information Technology Certificate with 2 years of experience in Healthcare, OR 3 years of Healthcare experience with a High School Diploma/GED. Information Technology experience in other industries may be considered for equivalent years of experience.
Prior experience with set up and configuration of EPM/EHR or other clinical informatics applications preferred.
Knowledge of clinical workflows and billing processes in an ambulatory care setting preferred.
Strong analytical skills
Strong customer service skills for both internal and external customers.
Knowledge of HIPPA and related privacy/confidentiality laws and regulations
Strong organizational skills with the ability to effectively multi-task
Ability to exercise initiative, sound judgment and problem solving techniques
Requires an understanding of and commitment to quality healthcare
Understands how accreditation standards, regulatory agencies, funding, and competitive environment drives change within the organization.
Willingness to learn a broad spectrum of healthcare technology and participate on a team driven toward innovation.
Ability to read, write and understand English in a business setting; strong oral and written communication skills
Proficient in the following Microsoft Office applications, including Outlook, Excel, Word and PowerPoint
Ability to travel often
Valid California Driver's license, proof of insurance and personal transportation
Knowledge, Skills and Abilities:
Ability to exercise professional judgment involving access to privileged information
Ability to orient new employees on the computer systems policies and procedure
Ability to demonstrate the ability to use problem identification and solution skills.
Ability to present training in an organized and understandable manner
Working knowledge of project management
Ability to handle multiple tasks simultaneously
Ability to maintain attention to detail and follow-through on tasks
Excellent verbal and written communication skills
Ability to work independently
TYPICAL PHYSICAL DEMANDS:
Must be able to hear staff on the phone and those who are served in-person, and speak clearly in order to communicate information to vendors, contractors, and staff. Must have vision that is adequate to read memos, a standard computer screen, personnel forms, and clinical and administrative documents.
Must have high level of manual dexterity. Must be able to reach above the shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn, have full use of fingers and touch sensitivity. Must be able to lift up to 40 pounds and push up to 100 pounds on wheels.
TYPICAL WORKING CONDITIONS:
Work performed in office and/or clinic environment. May require travel to health center sites or trainings outside of organization’s community. Involves frequent contact with staff and clients. Work may be very fast paced and high pressure. Interaction with others is constant and interruptive. Position may rotate afterhours and weekend call duty and may be required to respond to phone calls or report to clinic or administration locations within established timeframes.