.
We were 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 mental healthcare.
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.
The Practice Administrator will support our users with the EHR application (eClinicalWorks) and companion products. Working closely with Operations, Training, Business Analysts, Technical Support and Managers, the Practice Administrator provides end user support related to the application, general how- tos , and technology basics. The Practice Administrator will utilize eClinicalWorks, M365, JIRA, ZenDesk 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.
Responsibilities:

• Conduct weekly meetings with Revenue Cycle Management team to trouble shoot billing issues
• Regulate downstream revenue impact from patient care coordinators to an established clinical workflow
• Provides 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
• Responsible for timely reporting of issues, requests, and incidents. Utilizes documentation tools to capture relevant information. Must have the ability to answer queries and resolve issues with software applications and escalate or close tickets, as necessary
• Provides support for troubleshooting, approval, analysis, and reporting as part of Request, Incident, Problem, and Change Management
• Promptly escalates trending issues to Application Support Specialist and management as appropriate
• Responsible for analysis and documentation of reported issues, issue resolution(s), and procedures in the forms of trouble tickets and Knowledge Base Articles
• Provides standard operational reports as requested
• Assists in maintaining data quality of patient records, i.e. merging duplicate patients and other data clean-up tasks as required
• Assists with maintaining user lists and document management in TeamsSharePoint sites, to support collaborative knowledge management as required
• Assists with maintenance of EHR related Inventory, Comprehensive Testing, and Troubleshooting documents
• Assists with comprehensive testing of updates, changes, etc. Documents all outcomes from the testing process
• Must be able to consistently participate in activities around planned and unplanned maintenance requirements, including outages and troubleshooting
• Assist with testing of application and companion technologies are fully and successfully tested in both production and non-production environments for all changes, upgrades, fixes and activations
• Self-manages time and effort. Responsible for providing status on assigned tasks
• Assumes responsibility and demonstrates initiative; Works collaboratively and constructively with team members, able to balance multiple work streams with moderate complexity
• Monitor system uptime ; notify management of trends requiring attention
• Engages in activities to remain current as well as enhance technical skill level
• Identify learning needs and obtains necessary education to meet requirements of position
• On-call and after-hours responsibilities required

Qualifications:

• Proficiency in eClinicalWorks support to include: basic workflow support, testing, troubleshooting, analysis, and first through third-level support functions
• Certified Practice Manager (CPM)
• Experience working with Revenue Cycle Management departments
• Understand billing configuration end to end within eCW : pulling specific reports, scheduled jobs, to work queue dashboards
• Proficient with Provider account provisioning.
• Experience with eClinicalWorks support technicians and respective My.eCW Case submission and tracking.
• Experience with working in, and knowing the differences, with Production vs. non-production environments.
• Demonstrated proficiency in Microsoft Office (Word, Excel, Outlook, Teams)
• Experience with testing related to upgrades, patches to EMR, EXE, plugin, and companion products.
• Experience with documenting detailed issues to submit to eCW with screen shots of workflow and issue, and status of cases.
• Aptitude to learn and master new support and help desk tools, systems, and solutions.
• Ability to think critically and effectively apply problem-solving techniques.
• Good oral, written and graphical communication skills using collaborative tools with attention to detail.
• Understanding of SDLC and IT governance methodologies.
• Understanding of eCW Client installations (EXE, Plugin, Web) with emphasis on plugin usage.
• Understanding of eCW Logs and data for specific provider, staff, and patient information (including eBO ).
• 3+ years' experience with progressive responsibility in a related field.
• Knowledge of HIPAA, previous training andor related certification.
• Demonstrated ability to maintain productivity in a work-from-home environment.
• Not Required but desired
• Bachelor's Degree in Health Information Systems, Business, or a related domain.
• eClincialWorks Certification a Plus.
• Proficiency in Excel, IBM Cognos a plus.
• Knowledge of basic computer troubleshooting including OS, Hardware, and software, and networking a plus.
• Industry or other certifications a plus: ITIL; HIT; Security; Microsoft; Zendesk; EHR; etc.

We Offer:

• A collaborative, diverse, fast-paced environment in a purpose-driven company; Join a team of 250+ team of difference-makers
• Flexible Location: Colleagues work virtually, in the office, or a combination of the two
• Opportunity to learn and grow as our organization grows thanks to a best-in-class Learning team
• Leadership committed to building a people-first, inclusive culture focused on your well-being and supporting your wellness ambitions
• Generous benefits including up to 100% of healthcare insurance costs paid from day 1, competitive 401K match with immediate vesting, generous PTO plus paid holidays, and more!

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.
"
"Doctors want to be doctors and Talkiatry is allowing them to do that by bringing creative and innovative solutions to the problems that have historically made it difficult to provide in-network care." - Georgia Gaveras, Chief Psychiatrist