EHR Help Desk

The EHR Help Desk serves as the first point of contact for employees seeking assistance with the organization’s Electronic Health Record (EHR) systems.  This role provides first-level (Level 1) EHR/technical and functional support, responding to issues and inquiries via phone, email, and electronic ticketing systems to ensure timely and effective resolution.  The EHR Help Desk works closely with EHR Analysts, Director of HIS, IT staff and other EHR team members to triage issues, escalate complex cases, coordinate schedules and support ongoing projects. This position is critical to maintaining day-to-day EHR operations, supporting staff productivity, and ensuring a high standard of customer service while maintaining HIPAA compliance.

Child and Family Services recognizes the power in Diversity and believes that Equity is a Human Right.

Child & Family Services carefully considers a wide range of factors when determining compensation including, but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may include a bonus or other incentives. Therefore, final offer amounts may vary from the amount stated.

Job Responsibilities & Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as the primary point of contact for the HIS/EHR team via phone, email, and electronic ticketing systems.
• Receive, triage, and document employee EHR issues by gathering relevant details and accurately recording information in the ticketing system.
• Perform initial troubleshooting and diagnostic steps to resolve common and Level 1 EHR issues.
• Escalate unresolved, complex, or system-level issues to the EHR Analyst or Director of HIS, following established escalation procedures.
• Deliver consistent, professional, and empathetic customer service when supporting employees.
• Create and manage new hire user accounts across all EHR environments and associated systems.
• Process employee terminations by disabling or removing access across EHR platforms and related system integrations.
• Maintain accurate documentation of all EHR support interactions, actions taken, and resolutions.
• Monitor, manage, and update help desk tickets to ensure timely resolution and compliance with established service level agreements (SLAs).
• Follow up with employees to confirm issue resolution and satisfaction.
• Identify recurring issues or trends and report findings to the Director of HIS for continuous improvement.
• Complete routine and monthly maintenance tasks within EHR systems as assigned.
• Assist with testing, configuration, validation, and implementation of EHR software upgrades and enhancements.
• Provide backup coverage or project support for other HIS or EHR team members as needed.
• Collaborate with EHR and Technical teams on departmental projects and initiatives.
• Maintain HIPAA compliance and data security standards in all support and system interactions.

Other Requirements: 

• Working knowledge of Microsoft Word, Excel, PowerPoint, and Microsoft Project.
• Strong technical aptitude and foundational IT skills.
• Detail-oriented with strong organizational, documentation, and time-management abilities.
• Excellent verbal and written communication skills with the ability to work effectively with diverse personalities and roles.
• Availability for after-hours or on-call support during emergencies or scheduled system maintenance.
• Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Required Education and Experience

• High School diploma or equivalent required.
• Technical aptitude with demonstrated experience in EHR systems, healthcare applications, or related technology preferred.
• Prior experience in a help desk, call center, or customer support role strongly preferred.
• Experience working in a healthcare or clinical environment is a plus.

Cultural Competency Qualifications: 

• Awareness of personal attitudes, beliefs, biases, and assumptions about others 
• Knowledge of the various dimensions of diversity, including gender, race, and ethnicity 
• Acknowledging that people from other cultural groups may not share the same beliefs and practices or perceive experiences in the same way 
• Cultural knowledge of key populations that will be served to address disparities in service delivery
• Demonstrates positive attitudes towards cultural differences by showing respect and openness towards people whose social and cultural background is different from one's own 
• Demonstrates skills for communication and interaction across cultures, including the ability to recognize and manage personal behaviors, moods, and impulses to create an inclusive, equitable, and welcoming climate within the agency 

Benefits:

• Benefit eligible at 20+ hours per week
• Medical – Harvard Pilgrim/HealthPlans Inc.
• Dental – Delta Dental of MA
• Vision - EyeMed
• Wellworks for You (Employee Wellness)
• 2 weeks’ vacation accrued over 1st year, 3 weeks after 3 years, 4 weeks after 5 years and 5 weeks after 20 years
• 12 Sick Days, 10 Paid Holidays, and 2 Personal Days per year
• Tuition reimbursement – Up to $1,500 per calendar year
• Professional Licensure reimbursement (LICSW, LMHC)
• Flexible spending accounts – save on medical expenses and dependent care!
• 401K – CFS matches first 1% at 100%; 2%-6% of annual earnings are matched at 50%
• 100% Employer paid Life Insurance
• 100% Employer paid Long Term Disability and AD&D
• 24-hour travel assistance, mileage reimbursement, discounted Healthtrax gym membership, and employee appreciation events!

Child and Family Services, Inc. values a diverse workplace and strongly encourages applicants from the BIPOC, LGBTQ+, AAPI, Hispanic, Latinx and Veteran communities to apply for employment. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, citizenship, age, gender, sex,( including gender identity, sexual orientation, and pregnancy) disability status, protected veteran status, or any other characteristic protected by law.