Role & responsibilities The EHR Support Specialist should be highly proficient with the electronic health record software (Meditech) or have a strong clinical background and a strong aptitude for computer systems. This role requires a strong working knowledge of Windows-based systems, excellent customer service skills, the ability to train and support doctors, nurses, support staff, and clinical administrators. This role also works closely with other members of the I.S. Department and I.T. roles supporting the computing infrastructure and desktop computers. Role Responsibilities Manage operational and service Level agreement compliance Follow ITIL practices for Level-2 Support In a timely manner, capture, track, and solve level 1 and 2 Production Support tickets. Escalate level 3 help requests to EHR vendors, or server and network administrators, as appropriate. Provide explanations and instructions about complex EHR topics to non-systems staff members in clear and understandable terms. Effectively and diplomatically communicate within and across teams, departments, and organizations. Investigate and resolve software problems/performance and proactively identify potential issues Prioritize, coordinate, expedite, and escalate help requests for the help desk team, balancing workload, skills, personnel development, quality, service levels, and customer needs/expectations Perform root cause analysis and implement corrective measures Identify areas of the environment that need improvement and develop solutions to address Adhere to and comply with all client and NTTDATA policies Provides weekly status reports of completed and ongoing activities to management Diagnose and troubleshoot EHR software issues Operate as a liaison between onshore technical SMEs and the end-user department Provide business systems and technical analysis to support the applications. Includes evaluation, analysis, documentation of requirements, and creation of system specifications. Classifies problems such as system, training, or process and recommends corrective actions Must understand business systems, applications and industry requirements Mentor and train juniors to support business growth and a high quality of service. Ensure secure, reliable access to data by users according to company standards and industry regulations and protect data from risks Flexibility to work on shifts Requirements: Must have hands on experience in Clinical Applications of EHR systems including- Meditech. Meditech Applications -(Magic, Client Server (CS),6.X, Expanse) Application & workflow Knowledge in Administrative Modules- (ABS - Abstracting,ADM - Admissions,MRI - Medical Records.MRM - Medical Records Management,MIS - Management Information Systems,SCH (CWS/OR) - Community-Wide Scheduling, Operating Room Management,HUB (EMR) - Enterprise Medical Records,UNV - Universe), Clinical Modules-(EDM - Emergency Department Management,LAB (also BBK/MIC/PTH) - Laboratory, Bloodbank, Microbiology, Pathology, Instruments,NUR (PCS) - Patient Care System,OE - Order Entry,PCM - Physician Care Manager,PHA - Pharmacy,RAD (ITS) - Radiology/Imaging and Therapeutic Services,RXM (AOM) - Ambulatory Order Management), Financial Modules-(AP - Accounts Payable,BAR - Billing/Accounts Receivable,GL - General Ledger,PP - Payroll/Personnel,PBR - Physician Billing and Receivables), Interfaces Meditech Report Writer (NPR Report writer, Report Designer, Data Repository,SQL, SSRS, Automation Tools) Preferences Masters in Hospital Administration Proficiency in various programming and clinical application reporting tools Preferred candidate profile Immediate -30 Days
