EHR Site Specialist

At DAP Health, we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider, we deliver compassionate, high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health, wellness programs, and beyond, with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate, innovative organization dedicated to making a meaningful impact in the lives of those we serve. If you're looking for a dynamic and purpose-driven environment, we invite you to explore the opportunity to contribute to our mission.

Job Summary

The EHR Site Specialist is a multi-skilled professional who assists the EHR Manager in delivering high quality support for OCHIN's Epic Electronic Health Records (EHR) and Practice Management tools. The EHR Site Specialist is an Epic expert who trains and supports end-users, tests and updates the system, and helps with member-managed components of the OCHIN Epic. The EHR Site Specialist works collaboratively with the EHR Manager, Clinical Services, Operations, and Quality teams to improve Epic for clinic operations, clinical practice,

and health outcomes. The EHR Site Specialist is a position that involves teaching Epic to providers and support staff. The goal is to help them use the system effectively and efficiently to deliver high-quality care to our patients. This role will support all applications of Epic, with the

desire to focus more on supporting staff in Pharmacy who will be utilizing the Willow Module of Epic.

Supervisory Responsibilities: None

Essential Duties/Responsibilities

• Work collaboratively with staff to analyze, create, and update workflows and protocols as directed
• Maintain professional customer service etiquette for both internal and external collaborators
• Manage (set up, alter, and discontinue) Epic access and profiles for new, existing, and previous employees based upon the employee's job title and job duties
• Set up and edit user profiles in supporting applications
• Collaborate with OCHIN to test new features, upgrades, and technology and communicate how these new features may impact current workflows
• Assist with ongoing development, implementation, and customization of the EHR
• Answer users' inquiries regarding Epic system use, problems, and optimization
• Prepare trouble tickets (JIRA's) for Epic system deficiencies and to add new users, and present to OCHIN for completion
• Provide elbow to elbow training and support when needed
• Provide tiers I & II help desk support for the OCHIN Epic application to users through troubleshooting, coaching, and consulting with a high degree of customer satisfaction
• Log and track requests using help desk software; maintain proper documentation
• Identify, troubleshoot, and resolve issues and escalate issues that require additional assistance through various levels
• Participate in clinic department meetings as Epic expert and as OCHIN liaison as needed
• Participate in other workgroups and meetings as needed
• Provide project management support for EHR and other related training
• Work effectively with other project managers and maintain key stakeholder relationships (internal and external)
• Train new hires on approved workflows for EHR and other related applications as needed
• Collaborate with EHR team to ensure that training content is current and available
• Assist in creating our Epic library of "How To" documents and videos for training
• Determine repeated training issues and help reduce the ticket volume by training users
• Train and re-train users to increase best practice adoption
• Develop training workflow maps and training documentation based on changes
• Identify super users and physician champions and work with them to increase user productivity
• Work with departments to identify gaps in data collection and train users to improve KPIs and other reporting metrics
• Provide support for any Go Live projects
• Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act (HIPAA)
• Perform other job-related duties as assigned

Required Skills/Abilities

• Working knowledge of Epic applications and related workflows required
• Knowledge of different learning styles, and effective teaching methodologies and tools
• Know basics of virtual classroom management and support
• Strong written and verbal communication skills
• Excellent customer service
• High degree of confidentiality, integrity, and professionalism
• Willingness to learn a spectrum of healthcare technology and participate on a team
• Microsoft Office Suite experience (Outlook, Visio, PowerPoint, Excel, Word, & Teams)
• Strong understanding of training tools (Power Point, Word, Visio & Zoom)
• Must have interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence in supporting a diverse population
• Detail oriented, fast-paced, adaptable to rapidly changing situations
• Understanding of HIPAA Privacy rules
• Familiarity with the Williow module in Epic, preferred
• Experience working in Pharmacy setting in some capacity, preferred

Education and Experience

• Associates or high school diploma, minimum 2 years' training experience required
• Bachelor's degree preferred
• LVN or RN license preferred
• Minimum 2 years supporting EHR applications required
• OCHIN Epic site specialist or certification within 90 days of hire required
• Strong understanding and experience with clinical workflows required
• Experience training professionals in a healthcare environment in use of EHR required
• Experience in training users in Epic preferred
• Experience with Epic upgrades and usage of upgrade tools preferred
• Experience working with Epic electronic health record system preferred
• Medical terminology experience preferred
• Experience with set up and configuration of EHR or other applications preferred

Working Conditions/Physical Requirements

• This role is fully on-site at a DAP Health clinic(s), with no option for remote work
• Ability to lift 24 pounds
• Operates in an office setting at times and requires frequent times of sitting, standing, repetitive motion, and talking
• Access to patient protected health information required