General Summary

As an eClinicalworks Systems Administrator for Community Action Corporation of South Texas (CACOST), you will deliver efficient, professional and friendly software support to CACOST Practicioners and staff, via phone, Customer Relationship Management ticketing system, as well as on-site field visits. Individuals in this role must provide staff with knowledgeable responses to inquiries, and resolve issues pertaining to the CACOST Electronic Health Record (EHR) Software - eClinicalWorks (eCW) and related business process/workflow best practices.

Position is on-site and will not be eligible for remote work.

Primary Responsibilities

1. Handle resolution of functional questions from Practicioners and end users of the CACOST electronic health record system, via phone, on-site field visits, and the customer relationship management (CRM) system, within designated Service Level Agreement time frames

2. Evaluate, prioritize, and resolve incoming requests from Practicioners and end users

3. Create and monitor support tickets with EHR vendor eClinicalworks and work to resolve problems quickly and accurately.

4. Create, modify, and terminate (as necessary) eCW user accounts, including modifications of appropriate security settings.

5. Represent CACOST to our Practicioners and staff every day by being professional and responsive to their needs

6. Deliver EHR training to new employees, as well as training on new features to existing employees

7. Create, and maintain eCW training materials as necessary

8. Thoroughly document all research and customer interactions in the customer relationship management (CRM) system to ensure product and service reliability

9. Assist in various reporting functions, using both native eCW tools and external reporting tools.

10. Maintain good attendance, adhere to required work schedule, and be flexible to work schedule changes required to meet call/department coverage demands, as well as after hours support

11. Work with various departments (Clinical, Operations, Finance, etc.) to examine workflows within eCW and make updated recommendations as appropriate.

12. Manage all upgrades and feature implementations, including hardware-based solutions (e.g., eCW Kiosks, and eCliniTouch, etc)

13. Work with other IT department staff during outages to ensure (as best possible) access to eCW through alternative means.

14. Work with outside entities as required with regards to eCW interfaces (e.g., immunization, laboratory, HIE, etc.)

15. Attend and/or participate in eCW training to stay up to date on eCW features

16. Perform other duties as assigned by the IT Director

Work Experience

Two years work experience with eClinicalWorks EHR software, or other vendor in lieu of degree

System administrator experience

Education/Certifications/Licensure

Minimum of two year degree from an accredited college or university in computer sciences, business administration, public administration,

Skills

Outstanding customer service and interpersonal skills

Excellent verbal and written communication skills

Demonstrated ability to troubleshoot and problem solve. Should possess the ability to find answers to basic questions or problems, think outside the box and effectively use knowledge gained through experience, education and training to resolve issues

Physical Requirements

Light to medium physical duties include standing, walking, reaching, bending, hearing, talking for up to eight (8) hours a day. Must be able to work on a computer for a minimum of 6 hours a day. Must have good vision. Must be able to lift fifty (50) pounds. Lifting will be primarily confined to occasional on premises lifting of boxes of office supplies and minor office equipment. Non-physical demands include performing multiple tasks simultaneously, the ability to meet multiple deadlines, judgment decisions and working closely with others as part of a team.