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.

• 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

• 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. 

• 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 

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.