EHR Application Support Specialist (Richmond)

Summary :

The EHR Application Support Specialist provides Tier 1 (first call resolution) support to all end users of the Electronic Health Record (EHR) system. This position delivers technical and functional expertise across clinical and patient accounting applications, ensuring the EHR environment remains stable, fully operational, and effectively adopted by end users.

Key Responsibilities :

• Provide Tier 1 clinical and technical support to EHR end users, meeting and exceeding established Service Level Agreements (SLAs) and following ITIL-based processes.
• Triage end-user issues to determine whether they can be resolved at Tier 1 or require escalation to Tier 2 or vendor teams.
• Maintain a working understanding of EHR policies, procedures, workflows, and system-specific configurations.
• Troubleshoot and resolve common technical issues such as password resets, Citrix connectivity, and desktop or application access.
• Conduct pre- and postgo-live system health checks to verify operational readiness and system functionality.
• Monitor key performance indicators (KPIs) and usage metrics to identify early warning signs of system degradation or workflow inefficiencies.
• Coordinate and validate issue resolution with clinical, technical, and vendor teams to ensure system reliability and continuity of care.
• Maintain sustainment readiness checklists, site health dashboards, and related documentation to support system leadership and operational teams.
• Develop and maintain documentation including :
• PostGo-Live Health Check Reports assessing system performance and user adoption.
• Sustainment Readiness Checklists to evaluate ongoing operational preparedness.
• Site Health Dashboards tracking performance metrics and potential issues.
• Issue Resolution Logs and Trend Analyses for continuous improvement.
• Knowledge Transfer Documentation for effective handoff and operational continuity.
• Support lessons learned, trend analysis, and process improvement efforts for future site deployments and system enhancements.
• Participate in professional development and EHR-specific training as directed.

Qualifications :