EMR Helpdesk Specialist

Overview

InterCommunity is a mission-driven community health organization and a 2025 Healthcare Top Workplaces winner. The organization has also been recognized as a top workplace for 12 consecutive years, including 2025. It provides accessible, compassionate care to people regardless of their life circumstances or ability to pay.

The organization offers same-day primary care and a broad set of behavioral health services through community health centers in East Hartford, Hartford, and South Windsor. Its addiction services division delivers a full continuum of care, including integrated primary care, residential detox and treatment, outpatient mental health and substance use services for adults and children, intensive outpatient care, employment and community support, mobile crisis evaluations, judicial support services, and social rehabilitation.

Role Summary

The EMR/EHR Helpdesk Specialist will work closely with staff at different levels to provide Tier 1 and Tier 2 technical support for electronic medical record applications and related systems. The primary focus will be Carelogic and Greenway EHS, a web-based hosted EMR platform. The right candidate will be eager to grow into a subject matter expert for these systems and help shape future design and implementation efforts.

Key Responsibilities

• Deliver Tier 1 and Tier 2 support through tickets, phone, email, remote desktop tools, VNC, and TeamViewer for staff using the organization’s software applications, coordinating with outside vendors when needed.
• Investigate and resolve reported issues, gather clear problem details, maintain rapport with users, and provide timely updates to staff and leadership.
• Spot EMR/EHR software irregularities, test them to confirm when they occur, document findings, and escalate them appropriately.
• Follow policy requirements to unsign documents, unlock encounters, manage provider schedule rules in Greenway, support EPCS for providers in both EMRs, delete documents, create users and programs, set up billable and non-billable activities, electronic service documents, and configurable forms, and assist staff with edits, corrections, and general system use.
• Record every support interaction, including the issue, the resolution, and any follow-up steps, in the support tracking system.
• Coordinate with staff on upcoming application enhancements and provide training when new features are introduced.
• Use the established escalation process to route complex issues or complaints to the manager or third-party contacts as needed.
• Recommend technology improvements and share those suggestions with the manager.
• Serve as the on-site subject matter expert for EMR-related support, workflows, and policy concerns while partnering with stakeholders on future program and service expansion.
• Produce standard reports from Greenway and Carelogic, including canned reports and BI-tool reports, and create new reports when required.
• Support the annual UDS submission by generating reports from Greenway.
• Attend all mandatory department and agency meetings and trainings as required.

Schedule

This is a Monday through Friday role, scheduled from 8:30 PM to 5:00 PM.

Benefits

Eligible employees receive a comprehensive benefits package designed to support wellness, finances, and work-life balance.

• Paid time off, paid holidays, and flexible work-life balance support.
• Medical and dental coverage with flexible contribution options, including two HDHP plans with HSA enrollment or a non-HDHP plan at a minimal employee cost.
• Voluntary vision coverage.
• Employer-paid short-term disability, long-term disability, and basic life and AD&D insurance.
• Supplemental life insurance is available.
• 401(k) participation is available to all employees, with a 3% employer match plus a 3% employer contribution after 12 months and 1,000 hours worked.
• Career growth opportunities in a supportive, mission-driven environment.

Requirements

• A bachelor’s degree is preferred, or 1 to 2 years of equivalent work experience.
• At least 1 to 3 years of experience providing software support services.
• Strong initiative, time management, decision-making, and multitasking ability.
• Excellent customer service and communication skills, both verbal and written.
• Comfort working with technology and computers, including Microsoft Word and keyboarding.
• Strong organizational skills.

Compensation

The hourly pay range for this position is $21.25 to $25.00.