SRPMIC
Position Summary
Under general supervision of the department manager. The Healthcare Electronic Health Records (EHR) Support Analyst II plays a crucial role in ensuring the efficient operation and support of the Electronic Health Records system within a healthcare organization. The ESA Analyst II is responsible for resolving system issues, providing technical support to end-users, and assisting in the ongoing improvement and optimization of the EHR system, leveraging their knowledge of healthcare industry standards and practices. This role will work closely with the OCHIN Vendor in supporting the delivery of ongoing education and coaching and will connect system functionality with operational needs and success metrics. This job class is treated as FLSA Exempt.
Essential Functions Essential functions may vary among positions, but may include the following tasks, knowledge, abilities, skills, and other characteristics. This list of tasks is illustrative only and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.
ESA Program Participation & Support
Assists in the development and ongoing management of the EHR Support Analyst (ESA) program.
Supports and coordinates ESA program activities, ensuring goals are met in customer satisfaction, safety, quality, and team member performance.
Takes ownership of small assignments or workstreams within the ESA program.
User Support & Coaching
Provide advanced first-line support to end-users (providers, nurses, administrative staff).
Resolve login, access, workflow, and mid-level Epic issues; elevate critical or complex problems appropriately.
Mentor and coach peers and junior ESA staff on support best practices and issue resolution.
Serve as a knowledgeable resource for staff and patients on system workflows and healthcare processes.
Issue Resolution & Problem Solving
Identify, analyze, and resolve mid-to-complex technical and workflow issues with an emphasis on creative, patient-centered solutions.
Collaborate with vendors, IT, or governance groups to ensure minimal disruption to clinical care.
Documentation, Training & Knowledge Sharing
Develop and maintain guides, workflows, job aids, and support documentation.
Deliver informal peer coaching, group trainings, and end-user education.
Participate in the design of training materials and contribute to continuous documentation improvement.
System Configuration & Optimization
Assist with system configuration and customization across multiple Epic modules (e.g., documentation templates, order sets, e-prescribing).
Validate that system updates align with regulatory requirements, industry standards, and clinical best practices.
Testing, QA & Change Requests
Lead small-scale testing efforts for release notes, patches, and enhancements.
Coordinate and execute UAT for assigned release content.
Validate workflows after updates to ensure safety and integrity of patient data.
Compliance & Security
Monitor access, audit trails, and system usage to ensure HIPAA compliance and patient data security.
Partner with IT security and compliance teams on identified risks.
Reporting & Analytics
Design and interpret custom reports for system usage, performance trends, and operational decision-making.
Present data insights to highlight risks, trends, and opportunities for improvement.
Collaboration & Communication
Coordinate with IT teams, EHR vendors, clinical stakeholders, and operations staff to resolve issues and optimize workflows.
Escalate issues effectively while maintaining clear communication across functions.
Continuous Improvement & Strategic Awareness
Participate in process improvement initiatives and lead small projects or pilots to enhance clinical efficiency and patient care.
Stay informed on healthcare and EHR industry trends, anticipate organizational needs, and align efforts with departmental priorities.
Knowledge, Skills, Abilities, and Other Characteristics
Knowledge of the history, culture, laws, rules, customs and traditions of the SRPMIC.
Knowledge of the purpose, current issues, projects, organization, policies, and employee responsibilities of the division to which assigned.
Strong Epic knowledge (preferably OCHIN), with proficiency across multiple modules.
Knowledge of healthcare operations, compliance (HIPAA), FQHC environments, and industry metrics.
Skilled in advanced troubleshooting, workflow validation, and mid-level configuration.
Excellent communication and customer service skills with healthcare professionals.
Strong problem-solving and analytical skills, with ability to design and interpret reports.
Demonstrates empathy, adaptability, and collaborative teamwork.
Ability to mentor peers, lead small initiatives, and work independently on assigned projects.
Proficient in Microsoft Office, Teams, SharePoint, Epic tools, and project management practices.
Education & Experience A Bachelor’s degree in Healthcare Administration, Healthcare Technology, Healthcare Informatics or a closely related discipline, or equivalent professional experience considered.
Minimum of 5 years of full-time work experience within a clinical facility.
Must have minimum of 3 years of support experience with Epic EHR Software.
Must have an active EPIC Certification / proficiency in specific Epic (Ambulatory, Acute, EpicCare, Willow, Wisdom, Prelude, Cadence or Resolute PB) or a clinical license.
Underfill Eligibility
An enrolled Community Member who closely meets the minimum qualifications may be considered for employment under SRPMIC Policy 2-19, Underfill.
Background Check & Drug Screening Employment is contingent upon successful completion of an extensive background check and drug screening. Prior to hire, applicants will be subject to drug and alcohol testing and must pass a pre‑employment background/fingerprint check.
Work Schedule
Will be expected to work a rotating on‑call shift and may be required to work nights and weekends depending on project requirements.
EEO Statement SRPMIC is an Equal Opportunity/Affirmative Action Employer. Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidates.
Application Documentation
Attach required documents to application.
Fax: (480) 362-5860.
Mail or hand deliver to Human Resources.
Closing Information Documentation must be received by position closing date. The IHS/BIA Form‑4432 is not accepted. Your Tribal ID/CIB must be submitted to HR‑Recruitment‑Two Waters.
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Essential Functions Essential functions may vary among positions, but may include the following tasks, knowledge, abilities, skills, and other characteristics. This list of tasks is illustrative only and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.
ESA Program Participation & Support
Assists in the development and ongoing management of the EHR Support Analyst (ESA) program.
Supports and coordinates ESA program activities, ensuring goals are met in customer satisfaction, safety, quality, and team member performance.
Takes ownership of small assignments or workstreams within the ESA program.
User Support & Coaching
Provide advanced first-line support to end-users (providers, nurses, administrative staff).
Resolve login, access, workflow, and mid-level Epic issues; elevate critical or complex problems appropriately.
Mentor and coach peers and junior ESA staff on support best practices and issue resolution.
Serve as a knowledgeable resource for staff and patients on system workflows and healthcare processes.
Issue Resolution & Problem Solving
Identify, analyze, and resolve mid-to-complex technical and workflow issues with an emphasis on creative, patient-centered solutions.
Collaborate with vendors, IT, or governance groups to ensure minimal disruption to clinical care.
Documentation, Training & Knowledge Sharing
Develop and maintain guides, workflows, job aids, and support documentation.
Deliver informal peer coaching, group trainings, and end-user education.
Participate in the design of training materials and contribute to continuous documentation improvement.
System Configuration & Optimization
Assist with system configuration and customization across multiple Epic modules (e.g., documentation templates, order sets, e-prescribing).
Validate that system updates align with regulatory requirements, industry standards, and clinical best practices.
Testing, QA & Change Requests
Lead small-scale testing efforts for release notes, patches, and enhancements.
Coordinate and execute UAT for assigned release content.
Validate workflows after updates to ensure safety and integrity of patient data.
Compliance & Security
Monitor access, audit trails, and system usage to ensure HIPAA compliance and patient data security.
Partner with IT security and compliance teams on identified risks.
Reporting & Analytics
Design and interpret custom reports for system usage, performance trends, and operational decision-making.
Present data insights to highlight risks, trends, and opportunities for improvement.
Collaboration & Communication
Coordinate with IT teams, EHR vendors, clinical stakeholders, and operations staff to resolve issues and optimize workflows.
Escalate issues effectively while maintaining clear communication across functions.
Continuous Improvement & Strategic Awareness
Participate in process improvement initiatives and lead small projects or pilots to enhance clinical efficiency and patient care.
Stay informed on healthcare and EHR industry trends, anticipate organizational needs, and align efforts with departmental priorities.
Knowledge, Skills, Abilities, and Other Characteristics
Knowledge of the history, culture, laws, rules, customs and traditions of the SRPMIC.
Knowledge of the purpose, current issues, projects, organization, policies, and employee responsibilities of the division to which assigned.
Strong Epic knowledge (preferably OCHIN), with proficiency across multiple modules.
Knowledge of healthcare operations, compliance (HIPAA), FQHC environments, and industry metrics.
Skilled in advanced troubleshooting, workflow validation, and mid-level configuration.
Excellent communication and customer service skills with healthcare professionals.
Strong problem-solving and analytical skills, with ability to design and interpret reports.
Demonstrates empathy, adaptability, and collaborative teamwork.
Ability to mentor peers, lead small initiatives, and work independently on assigned projects.
Proficient in Microsoft Office, Teams, SharePoint, Epic tools, and project management practices.
Education & Experience A Bachelor’s degree in Healthcare Administration, Healthcare Technology, Healthcare Informatics or a closely related discipline, or equivalent professional experience considered.
Minimum of 5 years of full-time work experience within a clinical facility.
Must have minimum of 3 years of support experience with Epic EHR Software.
Must have an active EPIC Certification / proficiency in specific Epic (Ambulatory, Acute, EpicCare, Willow, Wisdom, Prelude, Cadence or Resolute PB) or a clinical license.
Underfill Eligibility
An enrolled Community Member who closely meets the minimum qualifications may be considered for employment under SRPMIC Policy 2-19, Underfill.
Background Check & Drug Screening Employment is contingent upon successful completion of an extensive background check and drug screening. Prior to hire, applicants will be subject to drug and alcohol testing and must pass a pre‑employment background/fingerprint check.
Work Schedule
Will be expected to work a rotating on‑call shift and may be required to work nights and weekends depending on project requirements.
EEO Statement SRPMIC is an Equal Opportunity/Affirmative Action Employer. Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidates.
Application Documentation
Attach required documents to application.
Fax: (480) 362-5860.
Mail or hand deliver to Human Resources.
Closing Information Documentation must be received by position closing date. The IHS/BIA Form‑4432 is not accepted. Your Tribal ID/CIB must be submitted to HR‑Recruitment‑Two Waters.
#J-18808-Ljbffr