EHR Helpdesk Specialist

The EHR Helpdesk Specialist serves as the first point of contact for EHR users who need technical assistance at Virginia Garcia Memorial Health Center in Oregon (onsite).

Responsibilities

• Provide first-line EHR support via phone, email, and the helpdesk ticketing system.
• Log, accurately document, and categorize support tickets using established procedures.
• Document and track reported issues to support timely resolution or escalation to higher-tier EHR support and/or the EHR Support Supervisor.
• Troubleshoot and resolve basic EHR issues such as login problems, navigation assistance, printing errors, and workflow guidance.
• Help maintain the integrity and security of patient records within the EHR system.
• Collaborate with IT and clinical teams to support smooth EHR operations.
• Deliver prompt, high-quality end-user customer support using troubleshooting techniques, coaching, and consulting while following tight schedules.
• Participate in ongoing training and development to stay current on system updates and healthcare technology trends.
• Create and maintain Epic user accounts and related access, including Provider Master Files (PMFs), Remote Access, LabCorp Link, and Haiku/Canto.
• Work with the VG Communications team to develop, schedule, and deploy CareMessage patient text outreach.
• Create and maintain CareMessage user access.
• Add, remove, and troubleshoot workstations and printers to maintain uninterrupted operations and connectivity.
• Follow procedures for incident escalation and notification to the EHR Support Supervisor.
• Support minor system updates, testing, and maintenance tasks as directed.
• Update and maintain member-managed system setups, including provider master files, letter templates, Smart Phrases, and other service area files.
• Monitor and track resolution for system error pools such as refill, E-prescribing, results, and order transmittal errors.
• Add, remove, and troubleshoot workstations and printers on order transmittal maps, notifying IT of hardware moves for network updates.
• Handle protected health information (PHI) in accordance with HIPAA.
• Perform other duties and projects as assigned.

Requirements

• Ability to troubleshoot and problem-solve in a clinical or EHR setting.
• Knowledge of training and teaching strategies, methodologies, and basic instructional concepts.
• Ability to deliver effective one-on-one and group training.
• Basic knowledge of the EPIC system (EHR and EDR).
• Basic knowledge of medical terminology preferred.
• Proficiency with MS Office Suite (Excel, Word, Outlook, PowerPoint) and ability to demonstrate these skills.
• Excellent customer service skills.
• Strong planning and organizational skills.
• Excellent interpersonal and communication skills (oral, non-verbal, written).
• Ability to make independent decisions based on VGMHC policies and protocols.
• Bilingual English/Spanish (speaking, reading, writing) preferred.
• Ability to work effectively in a team environment.
• High degree of confidentiality, integrity, and professionalism.
• Commitment and alignment to Virginia Garcia’s mission, vision, and values.
• Valid Oregon driver’s license, reliable transportation, safe driving record, and insurance coverage required.
• High school diploma or equivalent.
• Strong computer skills and basic knowledge of IT systems.
• 1-year previous experience in a customer support or helpdesk role preferred, especially in healthcare.
• Familiarity with EHR systems such as Epic, Cerner, or Allscripts is desirable but not required (training will be provided).
• Excellent problem-solving abilities and attention to detail.
• Strong communication skills to convey technical information to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.

HIPAA Requirements

• Access to PHI may be required as part of assigned duties.
• Using the minimum necessary standard, designated record sets may include: all sections of the medical record, patient demographic information in the practice management system, and incoming records/reports/results/consultations.
• Required to read PHI only to the extent needed to accomplish assigned tasks.

Behavioral Competencies

• Accountability: Role model VG’s mission, vision, and shared values.
• Customer-Focus: Listen to the customer and strive to delight them.
• Teamwork: Help when someone needs support.
• Initiative: Apply fresh ideas and continuously improve work.
• Confidentiality: Maintain strict confidentiality and respect privacy.
• Ethical: Demonstrate integrity, honesty, and stewardship.
• Respect: Show consideration and appreciation for co-workers and patients.
• Communication: Convey thoughts and understand others’ perspectives.

Physical Requirements

• Computer use: up to 90%.
• Standing/Walking: up to 30%.
• Sitting: up to 90%.
• Lifting/Carrying: less than 5%; may occasionally lift up to 20 lbs.
• Travel to multiple locations within Washington and Yamhill counties and work flexible hours.

Working Environment

• Well-lighted and ventilated environments.
• Potential exposure to blood borne pathogens and hazardous chemicals.

Office Equipment Used

• Computer
• Telephone, fax, copier, scanner, printer

Immunization

• Must meet immunization requirements per VGMHC’s immunization policy and state and federal guidelines.

Technologies

• Epic
• EDR
• MS Office Suite
• Excel, Word, Outlook, PowerPoint
• CareMessage
• Haiku/Canto
• LabCorp Link
• Provider Master Files (PMFs)
• Smart Phrases
• Epic user accounts
• EPIC system
• Cerner
• Allscripts
• Order transmittal maps

Location: Oregon (onsite) | Pay: USD 27 - 27 per hourly | Education: High school diploma or equivalent