Overview
Hybrid
$30 - $33
Contract - W2
Contract - 12 Month(s)
Skills
Electronic Health Record (EHR)
Communication
Continuous Improvement
Dashboard
Accounting
Application Support
Authentication
Authorization
Cerner
Citrix
Documentation
HIPAA
Health Care
Healthcare Information Technology
Help Desk
ITIL
Issue Resolution
KPI
Knowledge Transfer
Network
Oracle
Organizational Skills
Professional Development
Trend Analysis
Regulatory Compliance
Service Level
Technical Support
Tier 1
Tier 2
Training
Workflow
EHR
Job Details
Title: Technical Support Analyst 3
Job ID: 777959
Location: Richmond, VA
Work Type: Hybrid
Duration: Long-term Contract
Position Overview
The EHR Application Support Specialist provides Tier 1 support to all Electronic Health Record (EHR) end-users, ensuring smooth system functionality and user satisfaction. This role serves as the first line of technical and clinical support, helping troubleshoot issues, configure settings, and maintain user access. The specialist will play a critical role in the Virginia Department of Health s (VDH) Electronic Health Record initiative, supporting both implementation and sustainment phases to ensure system stability, operational readiness, and user adoption.
Key Responsibilities
- Provide Tier 1 (first-call resolution) support for EHR-related clinical and patient accounting applications.
- Troubleshoot and resolve common end-user issues including password resets, Citrix connectivity, desktop troubleshooting, and configuration updates.
- Triages issues to determine whether they can be resolved at Tier 1 or require Tier 2 escalation.
- Conduct pre- and post-go-live system health checks to validate operational readiness and functionality.
- Monitor KPIs, usage metrics, and dashboards to identify performance degradation or adoption challenges.
- Coordinate with clinical, technical, implementation, and vendor teams to validate and resolve issues.
- Support sustainment readiness through checklists, issue logs, site health dashboards, and post-go-live reports.
- Maintain accurate knowledge transfer documentation and contribute to lessons learned and continuous improvement initiatives.
- Ensure compliance with EHR policies, workflows, HIPAA, and Oracle Health-specific procedures.
- Stay current with ITIL processes, SLAs, and professional development training to support evolving EHR technologies.
Deliverables
- Post-Go-Live Health Check Reports assessing adoption and system stability.
- Sustainment Readiness Checklists ensuring preparedness for ongoing operations.
- Site Health Dashboards to monitor performance and flag potential issues.
- Issue Resolution Logs and Trend Analyses for recurring challenges.
- Knowledge Transfer Documentation for effective handoff to support teams.
Qualifications
- Prior experience in EHR application support or healthcare IT helpdesk environment.
- Foundational knowledge of clinical workflows, patient accounting systems, and healthcare compliance (HIPAA, regulatory standards, etc.).
- Strong troubleshooting skills with ability to provide First Call Resolution (FCR).
- Familiarity with ITIL processes and Service Level Agreements (SLAs).
- Ability to use and support Citrix, desktop environments, and common clinical applications.
- Strong written and verbal communication skills, with the ability to explain procedures and provide guidance to non-technical users.
- Demonstrated ability to work effectively in a multi-disciplinary team environment.
Preferred Skills
- Experience with Oracle Health (Cerner) EHR systems.
- Previous exposure to state/local health department EHR policies and workflows.
- Strong organizational skills with ability to track and resolve multiple issues.
- Basic understanding of network concepts, authentication, and authorization protocols.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.