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Helpdesk Specialist in East Hartford, CT at InterCommunity

Date Posted: 6/20/2018

Job Snapshot

Job Description

The EMR (Electronic Medical Record)/ EHR (Electronic Health Record) specialist will be working directly with staff of various levels and provide Tier 1/Tier 2 technical support of our EMR/EHR applications and systems. The candidate’s priority will be in our EMR software Carelogic, and Greenway EHS which is a web based hosted EMR solution. The Ideal candidate will have the self-motivation to become the subject matter expert on the EMR applications and assist in future design and implementation within these EMRs

  • Provides Tier1/Tier2 Support ticket, phone, email, remote desktop, VNC, TeamViewer, support to staff using Intercommunity’s software products; works closely with staff to resolve issues across multiple products/technologies, coordinating support with outside vendors as required.
  • Troubleshoots and diagnoses reported problems and work to understand and correct problems; builds rapport and elicits problem/request details from; reports progress/results to staff and management in a timely manner.
  • Identifies EMR/EHR software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies and escalates as appropriate.
  • Per policy un-signs documents, unlocks encounters, create/maintain provider schedule rules in Greenway, facilitate EPCS for providers in both EMRs, deletes documents, creates users, creates Programs, Billable/Non-Billable activities, electronic service documents, configurable forms, and assists the staff in application management for edits, corrections and general system usage.
  • Documents all contacts processed using software support system including Problem, Resolution and Follow-Up Action Required.
  • Coordinates with staff upcoming application enhancements and provide as needed training on new enhancements.
  • Using defined escalation methodology, escalates complex problems and/or complaints to Manager or third party outside contacts as directed.
  • Develops recommendations for enhancements to company technology and communicates them to Manager.
  • Ideally will become the subject matter expert on site for all EMR related support, process and policy issues, working with other stakeholders for future expansion of activity and program offerings.
  • Performs related duties as required in support of client service goals
  • Run established reports from Greenway (canned and BI-Tool) and Carelogic, create new reports as needed.
  • Support annual UDS submission with reports run from Greenway.



Job Requirements

Must have solid Greenway Success EHS experience.

  • Bachelor's Degree (or equivalent work experience.)
  • 1 - 3 years’ experience providing software support services required.
  • Must have excellent customer service skills.
  • Must have the drive to become a subject matter expert.
  • Must be self-motivated to manage a support queue.
  • Must be able to handle multiple priorities simultaneously.