EHR Application Support Specialist

Position Summary The EHR Application Support Specialist provides escalated technical and application support for the EHR (Electronic Health Records) and related clinical systems across Adelante Healthcare. This role provides escalated technical support by resolving complex application workflows, access, and system issues while serving as a key liaison between the Service Desk, clinical operations, and the EHR Implementation and Training team. The position plays a critical role in ensuring reliable, secure, and user-centered EHR operations that support patient care, regulatory compliance, and organizational efficiency.

The EHR Application Support Specialist works closely with the Helpdesk IT Support Technicians, with an expanded focus on escalation, cross-team coordination, and deep organizational involvement in EHR optimization, implementation, and training initiatives.

EXPECTATIONS Every Adelante Healthcare employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day. Employees are expected to work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism, and competence.

OUR CORE VALUES

• Inclusion
• Nurture
• Service
• Purposeful
• Integrity
• Resilient
• Engaged

Qualifications ESSENTIAL SKILLS AND EXPERIENCE:

• Associate’s or Bachelor’s degree in Information Technology, Health Information Technology, Clinical Informatics, or a related field; or equivalent combination of education, training, and experience.
• Clinical experience (Medical Assistant or Front Office Assistant) preferred.
• Two (2) or more years of experience providing application, helpdesk, or technical support, preferably within a healthcare environment.
• Demonstrated experience supporting EHR systems, with NextGen experience strongly preferred.
• Strong troubleshooting skills across application, workflow, access, and end-user issues.
• Ability to communicate effectively with technical staff, clinical users, and leadership.
• Experience working collaboratively across teams and serving as an escalation resource.

POSITION REPONSIBILITIES EHR and Escalated support

• Serve as an escalation point for Level 1 IT Support, resolving complex EHR application, access, workflow, and configuration issues.
• Maintain responsibility for assigned day-to-day service desk tickets and request fulfillment related to EHR and integrated clinical applications, while serving as a Tier 2 escalation resource for complex issues.
• Analyze, troubleshoot, and resolve incidents related to EHR, integrated clinical applications, and supporting technologies.
• Identify root causes of recurring issues and recommend long-term corrective actions.
• Document resolutions, known issues, and workflows to improve first-contact resolution and knowledge sharing.

Liaison with Helpdesk

• Work closely with IT Support Technicians to provide guidance, mentoring, and technical direction related to EHR and clinical systems.
• Assist in triaging tickets, determining escalation criteria, and improving support workflows.
• Collaborate on end-user communication related to outages, known issues, and system changes.

Implementation, Training, and Optimization

• Act as an integral member of the Implementation and Training team, supporting system rollouts, upgrades, and enhancements.
• Provide hands-on support during Go-Live, optimization efforts, and major configuration changes.
• Assist with end-user training, workflow validation, and adoption of EHR features.
• Support testing efforts for new builds, integrations, and system updates, including creation and execution of test plans.

Organizational Support and Collaboration

• Partner with clinical, operational, and administrative stakeholders to support EHR-related initiatives.
• Coordinate with vendors and internal teams to resolve complex issues and implement system improvements.
• Ensure adherence to security, privacy, and compliance requirements related to clinical systems.
• Perform other related duties assigned to support the efficient and effective functioning of IT Services.

Nonessential Skills And Experience

• Experience supporting healthcare operations and clinical workflows.
• Experience participating in EHR implementations, upgrades, or optimization initiatives.
• CompTIA A+, HDI Support Center Analyst, or similar technical support certification.

Additional Duties And Responsibilities

• Other duties as requested or assigned

Patient Centered Medical Home (PCMH) and Integrated Care Team (ICT) All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team-based model to promote wellness and improve health outcomes.

Adherence to Compliance and Code of Conduct All employees are required to comply with Adelante Healthcare’s written standards, including its Compliance Program and Code of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelante’s legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee may be required to sit for long periods of time, is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage stress as it relates to essential job functions. The employee must frequently lift and/or move up to 25 pounds without assistance and may occasionally be required to lift or move up to 50 pounds with assistance. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites. The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, blood borne pathogens, etc.) when working in the clinic area.

In any organization or job, changes take place over time. Although an effort will be made to keep job-related information current, this is not an all-inclusive list of job responsibilities. Adelante Healthcare, Inc. reserves the right to revise or change job duties and responsibilities as the business need arises. In compliance with EEOC 29 CFR part 1630 , if the essential functions of this position cannot be performed in a satisfactory manner by the employee, further accommodations shall be made if it does not constitute undue hardships upon this organization.