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EHR Support Analyst

The EHR Support Analyst will support our users with the EHR application (eClinicalWorks) and companion products.   Working closely with Operations, Learning and Development, Business Analysts, Technical Support and Managers, the Support Analyst provides end user support related to the application, general how-tos, and technology basics. The Support Analyst will utilize eClinicalWorks, M365, JIRA, and other related applications and systems as appropriate. The knowledge requirements of this position include an understanding of the EHR (eClinicalWorks) functionality and workflows in a private healthcare practice setting, knowledge of decision criteria, and applicable organizational processes to support all assigned tasks.


Working closely with Operations, Learning and Development, Business Analysts, Technical Support and Managers, the Support Analyst provides end user support related to the eCW application, general how-tos, and technology basics.

 

About Talkiatry:

Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment.   

 

60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low, and paperwork is unduly burdensome.   With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.


You will:
  • Provide prompt, courteous, first through third level EHR related customer support via phone, email, MS Teams and remote assistance. Assists staff with operation and functionality of EHR related software, supporting applications, workflows, incidents, and requests
  • Be responsible for timely reporting of issues, requests, and incidents
  • Support with provider account provisioning as well as maintaining provider schedule changes
  • Utilize documentation tools to capture relevant information
  • Answer queries and resolve issues with software applications and escalate or close tickets, as necessary
  • Provide support for troubleshooting, approval, analysis, and reporting as part of Request, Incident,Problem, and Change Management
  • Promptly escalate trending issues to Senior Support Specialist and Management, as appropriate
  • Be responsible for analysis and documentation of reported issues, issue resolution(s), and procedures in the forms of trouble tickets and Knowledge Base Articles
  • Assist in maintaining data quality of patient records, i.e. merging duplicate patients, interface reconciliation management, and other data clean-up tasks as required
  • Manage user account provisioning and assist with document management in eCW, Teams, Sharepoint sites, Confluence, etc.
  • Assist with maintenance of EHR related Inventory, Comprehensive Testing, and Troubleshooting documents
  • Assist with comprehensive testing of updates, changes, etc.  and document all outcomes from the testing process
  • Consistently participate in activities around planned and unplanned maintenance requirements, including outages and troubleshooting
  • Assist with testing of application and companion technologies in both production and non-production environments for all changes, upgrades, fixes and activations
  • Assume responsibility and demonstrates initiative; work collaboratively and constructively with team members, able to balance multiple work streams with moderate complexity
  • Monitor system uptime; notify management of trends requiring attention
  • Engage in activities to remain current as well as enhance technical skill level
  • Document detailed issues to submit to eCW with screen shots of workflow and issue, and status of cases


You have:
  • Bachelor's Degree in Health Information Systems, Business, or a related domain preferred but not required.
  • 3+ years’ experience with progressive responsibility in a related field preferred.
  • Proficiency in eClinicalWorks support is is strongly preferred.
  • Experience with eClinicalWorks support technicians and respective My.eCW Case submission and tracking is strongly preferred.
  • Demonstrated proficiency in Microsoft Office (Word, Excel, Outlook, Teams)
  • Understanding of SDLC and IT governance methodologies is strongly preferred.
  • Understanding of eCW Client installations (EXE, Plugin, Web) with emphasis on plugin usage is strongly preferred.
  • Understanding of eCW Logs and data for specific provider, staff, and patient information (including eBO) is strongly preferred.
  • Knowledge of HIPAA, previous training and\or related certification is strongly preferred.
  • eClincialWorks Certification preferred but not required.
  • Proficiency in Excel, IBM Cognos preferred but not required
  • Knowledge of basic computer troubleshooting including OS, Hardware, and software, and networking preferred but not required.
  • Industry or other certifications are preferred but not required: ITIL; HIT; Security; Microsoft; Zendesk; EHR; etc. 


Why Talkiatry:
  • Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care 
  • Collaborative environment: be part of building something from the ground up at a fast-paced startup  
  • Flexible location: work where you want to, either remotely across the U.S. or from our HQ in NYC  
  • Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more!
  • Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands
  • It all comes back to care: we’re a mental health company, and we put our team’s well-being first 


$75,000 - $80,000 a year
Compensation range for this position is $75,000 to $80,000, depending on experience; actual compensation will be dependent upon the specific role, location, as well as the individual’s qualifications, experience, skills and certifications.

Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work

 

At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us.

 

We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.

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CEO of Talkiatry
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Robert Krayn and Georgia Gaveras, DO
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What You Should Know About EHR Support Analyst, Talkiatry

Are you ready to make a tangible difference in the world of mental health care? Join Talkiatry as an EHR Support Analyst and be part of a compassionate, forward-thinking team dedicated to transforming psychiatry with accessible and responsible care. In this remote role, you'll support users with the EHR application (eClinicalWorks) and related technologies, engaging directly with Operations, Learning and Development, Technical Support, and other departments. Your day-to-day tasks will include providing first-class customer support via phone, email, and MS Teams, assisting staff with EHR software operations, and addressing various user requests and incidents. As an EHR Support Analyst, you'll also play a vital role in managing and documenting issues, maintaining the quality of patient records, and ensuring seamless account provisioning. The ideal candidate has a solid understanding of EHR functionality and has experience navigating decision criteria within healthcare practices. With a bachelor's degree preferred but not required, if you have over three years of related experience and a passion for enhancing users' experience with eClinicalWorks, this is the perfect opportunity for you. Plus, at Talkiatry, we value your growth! Enjoy flexible work options, excellent benefits, and a collaborative environment where your skills can thrive. Don't miss out on this chance to be part of a top-notch team that puts care first—apply today!

Frequently Asked Questions (FAQs) for EHR Support Analyst Role at Talkiatry
What are the main responsibilities of an EHR Support Analyst at Talkiatry?

As an EHR Support Analyst at Talkiatry, your primary responsibilities include providing end-user support for the eClinicalWorks system, troubleshooting issues via various communication channels, documenting and managing incidents and requests, and assisting with the maintenance of patient records. You'll collaborate with various departments to ensure the smooth operation of the EHR application and related software.

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What qualifications are needed to apply for the EHR Support Analyst position at Talkiatry?

While a bachelor's degree in Health Information Systems, Business, or a related field is preferred, it is not a strict requirement for the EHR Support Analyst role at Talkiatry. Candidates with over three years of relevant experience, particularly in eClinicalWorks support, are highly desirable. Technical skills in Microsoft Office, understanding of healthcare practices, and knowledge of HIPAA regulations will help you succeed.

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What kind of support will I provide as an EHR Support Analyst for Talkiatry?

In this position, EHR Support Analysts at Talkiatry will provide first through third level support directly to users experiencing issues with the eClinicalWorks and its companion products. You will assist users through various channels, troubleshoot problems, and escalate trending issues to senior staff, ensuring that all incidents are resolved timely and effectively.

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Is experience with eClinicalWorks necessary for the EHR Support Analyst role at Talkiatry?

Yes, proficiency in eClinicalWorks support is strongly preferred for the EHR Support Analyst position at Talkiatry. Familiarity with eClinicalWorks' functionalities, workflows, and support processes will greatly enhance your ability to assist users effectively and efficiently, helping to maintain high-quality care in mental health.

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What do benefits look like for an EHR Support Analyst at Talkiatry?

As part of Talkiatry's commitment to its employees, EHR Support Analysts enjoy a range of excellent benefits, including medical, dental, and vision coverage starting on the first day of employment, a 401K plan with matching contributions, generous paid time off, and paid parental leave. Additionally, employees will have opportunities for professional development and career growth.

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Common Interview Questions for EHR Support Analyst
Can you explain your experience with eClinicalWorks and how it prepares you for the EHR Support Analyst role?

When answering this question, highlight specific experiences you have had working with eClinicalWorks, focusing on how you've provided support, managed user issues, and navigated the software. Discuss any training or certifications you have, and emphasize your understanding of its functionalities.

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How do you prioritize and manage multiple support requests as an EHR Support Analyst?

Discuss your approach to organization and time management. Mention specific tools or methods you use to track and prioritize requests effectively, ensuring that urgent issues are addressed first while maintaining a clear communication line with end-users.

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What strategies do you employ to remain calm and effective when dealing with frustrated users?

Demonstrate your empathy and problem-solving skills during this question. Explain how you actively listen to user concerns, validate their feelings, and work towards a resolution while maintaining a professional and friendly demeanor.

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Describe a time when you had to document and escalate an issue within the EHR system?

Provide a specific example of a challenging issue you encountered, explaining how you documented it, what details you included, and how you escalated it to ensure a timely resolution, underscoring your attention to detail and communication skills.

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How would you approach training a new staff member on using eClinicalWorks?

Outline a structured approach to training that includes familiarizing the new staff member with the interface, focusing on key functionalities they will use most often, and providing hands-on practice while offering continuous support during their acclimatization period.

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What IT governance methodologies do you understand, and how can they benefit your work as an EHR Support Analyst?

Speak about specific methodologies you are familiar with, such as SDLC (Software Development Life Cycle) and how they guide EHR implementation and support. Emphasizing how these methodologies improve service delivery, risk management, and user satisfaction can showcase your knowledge.

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Can you provide an example of how you handled a data quality issue in EHR records?

Share an instance where you identified and resolved a data integrity issue, detailing the process you followed to correct the errors, communicate with relevant parties, and ensure that preventative measures were put in place.

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What motivates you to work in the mental health care field?

Reflect on your personal motivations, whether through personal experience or a passion for helping others. Articulate your understanding of mental health care's significance and your eagerness to contribute positively in this sector as an EHR Support Analyst.

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How do you stay current with updates and changes in the EHR technology landscape?

Describe the resources you utilize, such as industry publications, training sessions, and networks through professional organizations to stay informed about the latest trends and best practices in EHR systems, highlighting your commitment to continuous learning.

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What are some challenges you foresee in the EHR Support Analyst role, and how would you address them?

Identify potential challenges such as keeping up with technology changes, user training, and managing diverse requests. Discuss how you would proactively communicate with your team to manage these challenges, emphasizing collaboration and adaptability.

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Transform psychiatry with accessible, human, and responsible care.

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DATE POSTED
December 22, 2024

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