EHR Support Analyst

Reports to: Clinical Informatics Manager The EHR Support Analyst (ESA) is responsible for supporting the Health Center’s Electronic Health Record System (Epic). Our ESA team acts as our first point of contact between end users on all EHR issues, delivering training, coaching, and technical assistance, and aligning Epic’s functionality with the Health Center’s needs. The ESA provides ongoing education, helps optimize workflows, and supports the overall success of operations. The ideal candidate thrives in a fast-paced environment and excels at problem-solving, communication, and fostering positive relationships with members and internal teams. This is a hybrid remote/in-person position that requires on-site presence at multiple Health Center locations in Manhattan and Queens, 3 to 4 days a week.

Responsibilities

• Provide direct, daily support to clinical, operational, and patient care teams to ensure effective and efficient use of Epic applications
• Troubleshoot and resolve application and equipment issues, ensuring ownership of each issue through full resolution. Escalate to the OCHIN Help Desk or submit JIRA tickets when needed, including providing necessary technical or workflow details
• Communicate resolutions back to users and ensure issues are fully understood and closed
• Maintain and update select Epic configuration such as preference lists, SmartPhrases, provider records, letter templates, and related master files
• Manage assigned error queues and In Basket pools
• Partner with clinicians and follow established EMR/PM processes to support:
• Requests for new diagnoses and procedure codes
• Requests for additional charting tools
• Enhancements to existing or new clinical workflows
• Work with clinic leadership and end users to identify operational and clinical workflow improvements that enhance efficiency, care quality, and user experience
• Collaborate with OCHIN and internal stakeholders through governance committees to adopt and optimize new Epic features and upgrades
• Participate in testing of new functionality and system updates prior to deployment
• Serve as an Epic subject-matter expert in clinic meetings and act as a liaison between the CBWCHC and OCHIN
• Perform other duties as assigned

Minimum Qualifications

• Required:

• Bachelor’s degree in IT, Health Informatics, Healthcare, or related field (or equivalent experience)

• At least 5 years of Epic experience, preferably in a healthcare setting focused on underserved communities

• Solid understanding of healthcare operations and change management

• Experience with Federally Qualified Health Centers (FQHCs) is a plus

• Able to multitask with excellent written and oral communication skills, strong attention to detail, and the ability to work effectively both independently and as part of a team

• Participation in rotating on-call schedule, including weekends or evenings as needed

• Must be available to work on-site 3 to 4 days a week

• Preferred:

• EPIC application analyst certification or proficiency is a plus

Benefits

• Medical insurance
• Employer-paid dental, vision, disability and life insurance
• 403(b) retirement savings plan
• Flexible spending accounts for transit, parking, health and dependent care
• Paid time off (28 days for the first year of employment)
• Employee Assistance Program
• Employee Discount Programs
• Tuition reimbursement for eligible employees, and
• The Health Center is qualified for Public Service Loan Forgiveness (PSLF) program