EHR Support Specialist
3 days ago
Sacramento
Job Description:\n\nDescription: The CalMHSA Way: CuriosityInnovationGrounded in MissionOwnershipClarity Job Title: Electronic Health Record System (EHR) Support Specialist Department: Information Technology Sub Department: Health IT Reports To: EHR System Support Manager FLSA Status: Non-exempt Location: Remote Annual Salary Range: $75,000 - $90,000 SUMMARY: The Electronic Health Record System (EHR) Support Specialist provides essential technical support and operational assistance for CalMHSA's behavioral health electronic medical record system, which serves over 20 county behavioral health departments across California. This role serves as a frontline support resource for end users, responding to helpline inquiries, troubleshooting system issues, and ensuring seamless operation of critical EHR workflows that support mental health and substance use disorder service delivery. The EHR Support Specialist combines technical knowledge, customer service excellence, and understanding of behavioral health operations to assist county staff, clinicians, and administrative users in effectively utilizing the EHR system. This position requires strong problem-solving abilities, attention to detail, and commitment to maintaining HIPAA compliance while handling protected health information. The EHR Support Specialist plays a vital role in user training, system configuration, data integrity, and state reporting processes that support quality care delivery and regulatory compliance across California's behavioral health system. KEY RESPONSIBILITIES: Serve as a primary point of contact for EHR system user support, responding promptly and professionally to live chat inquiries, helpline calls, and email support requests from county behavioral health staff and system users.Review, analyze, and maintain comprehensive knowledge of all EHR training documentation, workflow guides, and standard operating procedures to provide accurate and consistent support to end users.Troubleshoot and resolve common user issues including login problems, navigation challenges, documentation questions, billing workflows, and system functionality concerns using established protocols and resources.Provide users with links to appropriate training materials, job aids, quick reference guides, and documentation resources to support self-service problem resolution and skill development.Triage and escalate complex technical issues, system errors, and specialized requests to relevant subject matter experts, developers, or senior support staff following established escalation procedures.Log, document, and track all user support requests, incidents, and resolutions using helpdesk ticketing software and support management systems to maintain comprehensive records and identify trends.Participate in thorough testing and validation of all new and updated training documentation, workflow guides, and system enhancements to ensure accuracy, clarity, and usability before release to end users.Assess user training needs based on support trends, system changes, and user feedback; assist in determining when additional training or refresher sessions are warranted.Deliver virtual user training sessions, webinars, and one-on-one coaching on EHR workflows, features, and best practices to enhance user competency and system adoption.Assist in configuration and setup of new user accounts, security roles, permissions, and system access in accordance with organizational policies and user requirements.Access, assess, and process protected health information (PHI) and confidential behavioral health records in compliance with HIPAA Privacy and Security Rules, 42 CFR Part 2 confidentiality regulations, and CalMHSA security policies.Execute pre-defined procedures to generate, validate, and submit required state reports to the California Department of Health Care Services (DHCS) and other regulatory agencies within established timelines.Conduct routine data quality reviews, identify data integrity issues, and perform data cleanup activities or communicate cleanup needs to appropriate county user groups and data stewards.Monitor system performance, user activity, and common error patterns to identify opportunities for process improvement, additional training, or system enhancements.Respond to internal and external inquiries regarding EHR functionality, workflows, reporting, and best practices in a timely and professional manner.Handle or appropriately redirect specialized inquiries, technical questions, and correspondence to the relevant team members including system administrators, developers, or program staff.Collaborate with supervisors, technical teams, and program staff to maintain accurate and efficient support databases, knowledge bases, and documentation repositories.Monitor project health, implementation timelines, and support ticket lifecycles to ensure timely resolution and adherence to service level agreements.Prepare status reports, support metrics, and performance dashboards to track key indicators including ticket volume, resolution times, user satisfaction, and trending issues.Perform data analysis and create presentations using PowerPoint, Excel, and reporting tools for both internal stakeholders and external county partners as needed.Participate in system testing, user acceptance testing (UAT), and quality assurance activities for new releases, enhancements, and bug fixes.Document and share solutions, workarounds, and best practices with the support team to build collective knowledge and improve support efficiency.Maintain professional relationships with county behavioral health staff, fostering trust and confidence in CalMHSA's support services.Stay current on EHR system updates, new features, regulatory changes, and behavioral health industry trends relevant to system operations and support.Other duties as assigned to support effective EHR operations and exceptional user experience. BACKGROUND CHECK ELIGIBLE DUTIESThis position requires access to various systems and applications that house highly sensitive and confidential information, including county behavioral health records, Protected Health Information (PHI), client demographic data, clinical documentation, billing information, and employee data. The incumbent must handle all confidential information in strict accordance with HIPAA Privacy and Security Rules, 42 CFR Part 2 substance use disorder confidentiality regulations, state and federal privacy laws, and CalMHSA security policies, ensuring that system access is used responsibly while maintaining the integrity and security of all data systems and preventing accidental or malicious misuse of confidential information. QUALIFICATIONS EDUCATION and/or EXPERIENCE Associate's degree or Bachelor's degree (BS/BA) in Business Administration, Health Information Management, Information Technology, Healthcare Administration, or related field required; or an acceptable equivalent combination of education and experienceMinimum of one (1) year of relevant experience supporting Electronic Health Record (EHR) systems, healthcare information systems, technical support, or related customer service experience requiredExperience in behavioral health, mental health services, or substance use disorder treatment settings preferredTo perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the experience, knowledge, skill, and/or ability required. SKILLS AND ATTRIBUTES:Hands-on experience supporting Electronic Health Record System operations, implementations, or end-user training in healthcare or behavioral health settings.Strong technical aptitude with ability to quickly learn complex software applications, workflows, and troubleshooting techniques.Excellent customer service orientation with professional, patient, and empathetic approach to assisting users with varying levels of technical proficiency.Basic to intermediate analytical and technical skills with ability to diagnose problems, identify root causes, and develop or recommend effective solutions.Strong interpersonal and communication skills with ability to explain technical concepts clearly to non-technical audiences including clinicians, administrative staff, and county leadership.Exceptional problem-solving and critical thinking skills with ability to analyze issues systematically and determine appropriate resolution paths.Ability to prioritize competing demands, manage multiple support requests simultaneously, and maintain composure in high-volume support environments.Strong organizational skills with keen attention to detail and commitment to accurate documentation and data integrity.Demonstrated ability to work effectively both independently and as part of a collaborative team environment.Understanding of healthcare workflows, clinical documentation, billing processes, or behavioral health service delivery preferred.Knowledge of systems requirements, technologies, and basic IT concepts including user authentication, access controls, and system navigation.Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook for documentation, analysis, and communication purposes.Experience with helpdesk ticketing systems, support management software, or customer relationship management (CRM) platforms preferred.Basic understanding of HIPAA Privacy and Security Rules and commitment to maintaining confidentiality of protected health information.Flexibility and adaptability to accommodate changing priorities, evolving system features, and diverse user needs.Positive attitude with commitment to continuous learning and professional development in healthcare technology support.Ability to work standard business hours with occasional flexibility for system maintenance windows or urgent support needs. PREFERRED QUALIFICATIONS: · Experience working with clinical workflows, behavioral health documentation, or healthcare billing processes · Additional Information Technology education, certification, or training (e.g., CompTIA A+, HDI Support Center Analyst, ITIL Foundation) · Familiarity with behavioral health terminology, treatment modalities, and service delivery models · Experience with data analysis, reporting tools, or business intelligence platforms · Bilingual language skills (Spanish or other languages commonly spoken in California communities) LANGUAGE SKILLS AND MATHEMATICAL SKILLS: Demonstrate the ability to read, comprehend, and respond appropriately through written or verbal communication; demonstrate tactfulness, professionalism, and empathy when communicating with staff members of all levels, clinical providers, and county partners; ability to communicate clearly and effectively with diverse audiences including technical and non-technical users. Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals for basic data analysis and reporting tasks. REASONING: Demonstrate the ability to effectively apply common sense, logical reasoning, and systematic troubleshooting approaches to daily support tasks; demonstrate the ability to work with minimal supervision once trained on procedures and protocols; demonstrate strong analytical skills with ability to identify patterns and trends in support issues; demonstrate the ability to efficiently conduct research, consult documentation and resources, and ask appropriate probing questions to resolve user issues and complete necessary tasks. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit for extended periods at a computer workstation; use phone and headset for multiple hours daily; use hands, arms, and fingers to type and navigate computer systems; answer phones; write; demonstrate strength to lift and carry materials weighing up to 10 pounds; demonstrate clear vision to read printed materials and computer screens for extended periods; hearing and speech to communicate clearly in person and over the telephone with users seeking technical assistance. SENSORY DEMANDS: The incumbent must maintain focus and concentration throughout the workday while managing multiple support requests and user interactions. The incumbent must also spend long hours on the computer entering information, reviewing documentation, and navigating systems which requires attention to detail and high levels of accuracy. MENTAL DEMANDS: There are numerous support requests and deadlines associated with this position, which may cause pressure during high-volume periods. The incumbent must manage multiple concurrent user issues, maintain patience and professionalism with frustrated users, and balance competing priorities while providing quality support. The incumbent must also interact professionally with a wide variety of individuals including clinicians, administrators, county leadership, and technical staff on various system-related issues and questions. REGULAR WORK SCHEDULE: Schedule varies depending on business needs and support coverage requirements; however, regular company business hours are 8:00am to 5:00pm, Monday – Friday. Occasional flexibility may be required for system maintenance windows, training sessions, or urgent support needs.Requirements: QUALIFICATIONS EDUCATION and/or EXPERIENCE Requires a BS/BA in Business Administration or in a similar field and 1 year of qualifying experience or an acceptable equivalent combination of education and experience. To perform this job successfully, an individual must be able to perform each essential functions satisfactorily. The requirements listed below are representative of the experience, knowledge, skill, and/or ability required. Hands on experience supporting Electronic Health Record System operations or implementations. Basic analytical, technical, interpersonal and communication skills. Strong problem solving and critical thinking skills. Ability to prioritize and multitask. The candidate must be able to work in a team environment. Knowledge of systems requirements and technologies. Proficient in MS Office applications, including Word and Excel Microsoft Office proficient. PREFERRED QUALIFICATIONS: Experience working with clinical or billing disciplines. Additional Information Technology education/certificate. COMPUTER SKILLS – Demonstrate the ability to use a computer and applicable computer software effectively. Intermediate knowledge of Excel & Word, PowerPoint, Adobe, and Outlook. LANGUAGE SKILLS and MATHEMATICAL SKILLS - Demonstrate the ability to read, comprehend, and respond appropriately through written or verbal form; demonstrate tactfulness when communicating including internal communication with staff members of all levels; ability to communic