EHR Helpdesk Analyst

Job Overview

We are seeking an experienced EHR Helpdesk Analyst to deliver advanced technical assistance for the Epic electronic health record system and associated clinical software at 13 state-operated behavioral healthcare centers.

Key Responsibilities

• Offer expert technical support for Epic and clinical applications, addressing issues ranging from simple to complex.
• Resolve problems promptly whether they pertain to Epic or other health IT systems.
• Enhance system functionality and reliability to promote excellent patient care services.
• Use ServiceNow or equivalent enterprise ticketing tools to log, track, and manage user support requests.
• Apply strong understanding of EHR platforms including Epic, Cerner, and Allscripts in troubleshooting.
• Utilize Epic certifications in modules such as EpicCare, Ambulatory, Security, or Service Desk to tackle intricate technical challenges.
• Support a variety of Epic modules including Ambulatory, Inpatient, ASAP, and Health Information Management applications.
• Leverage prior experience in clinical or healthcare environments, especially within government or state-operated agencies.
• Work closely with both clinical personnel and IT teams to ensure clear communication and efficient problem-solving.
• Follow established guidelines, incident response protocols, and service level agreements to maintain service quality and escalation procedures.

Required Expertise

• Advanced user knowledge of Epic EHR systems and related clinical applications.
• Experience with enterprise ticketing systems such as ServiceNow.
• Familiarity with multiple EHR platforms including Cerner and Allscripts.
• Epic certification in relevant modules (e.g., EpicCare, Ambulatory).
• Background working in behavioral healthcare or within state healthcare agencies.
• Strong interpersonal and communication skills for cross-functional collaboration.