Desktop Support- E-HR Operations Analyst

SCOPE OF ROLE:

The EHR Operations Analyst is a key member of the Information Systems Department, reporting directly to the EHR Operations Manager. This position focuses on providing EHR support, configuration, and troubleshooting, ensuring that the system operates efficiently and meets the needs of end-users. The ideal candidate will be highly skilled in working with electronic health records and related software, supporting the team through system configurations, issue resolution, and workflow optimization. A strong emphasis is placed on excellent customer service, as the role involves working closely with staff to provide clear, effective support and training. The candidate must be proactive, approachable, and able to manage technical challenges with a solution-oriented mindset, contributing to the overall success and improvement of the EHR system.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Software:

• Act as the primary contact between the agency and software vendors to ensure optimal system functionality.
• Create, modify, and deactivate user accounts as needed.
• Diagnose and troubleshoot application issues, providing timely support.
• Review program workflows and evaluate software features to improve efficiency.
• Serve as primary or backup support for software managed by the EHR Operations Team.
• Ensure software features align with regulatory requirements by collaborating with the Quality Assurance Department.
• Develop, update, and deliver training materials, including live in-person and remote sessions.
• Support users in learning and navigating applications effectively.
• Construct and generate customized reports and data visualizations.

KEY PERFORMANCE STANDARDS

• Software Expertise: Quickly learn and master new applications. Teach and support users effectively. Develop customized reports and create meaningful data visualizations.
• Problem-Solving: Analyze issues, identify inconsistencies, and implement effective solutions.
• Collaboration: Work closely with staff to understand departmental needs and translate them into system improvements or reporting solutions.
• Communication: Clearly explain complex information in simple, user-friendly terms.
• Maintain professional and respectful interactions.
• Interpersonal Skills: Provide patient, customer-focused support. Maintain composure in high-pressure situations and assist users of varying technical skill levels.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in computer science, Information Systems, Healthcare Informatics, or a related field (or equivalent work experience).
• 2+ years of experience in application support, IT, data analysis, or EHR system administration.
• Experience with EHR systems and healthcare applications is preferred.
• Strong technical troubleshooting skills with the ability to diagnose and resolve software issues.
• Excellent communication and interpersonal skills, with a customer-service-oriented approach.
• Ability to train users on software applications and create user-friendly documentation.
• Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
• Experience with SharePoint and system integrations is a plus.