EHR Support Analyst (ESA) and Referral Coordinator

About us: Wallowa Valley Center for Wellness (WVCW) is an innovative nonprofit providing comprehensive services to individuals impacted by mental health, addictions and developmental disabilities. We hire individuals that are skilled and motivated to meet our mission through outcome-based strategies that foster personal and community transformation.

What you will do (ESA): Provide technical and functional support for the Electronic Health Record (EHR). An OCHIN EHR Support Analyst (ESA) is a technical role that helps clinical teams use the EHR efficiently. You will troubleshoot application errors, provide training, manage user access, and bridge the gap between clinical workflows and IT solutions to ensure high-quality patient care. Additionally, you will be responsible for completing and maintaining technical builds within the EHR. Strong problem-solving, communication, and technical skills, along with the ability to manage complex demands from end-users and align with organizational strategic goals, are essential for success in this role. You may also manage, process and track referrals.

Responsibilities:

• Provide technical and functional support for the Epic EHR system, including troubleshooting and issue resolution.
• Develop and maintain user documentation and training materials.
• Collaborate with project stakeholders, OCHIN analysts, and colleagues to address system-related issues.
• Perform technical build tasks in Epic (e.g., provider/end-user records, SmartTools, Preference Lists).
• Ensure utilization and performance of SmartTools to streamline and standardize clinical documentation while aligning with organizational needs.
• Deliver end-user training, including clinicians, front office staff, residential staff and other administrative users, on Epic features, functionality, and best practices.
• Align EHR support activities with organizational goals in partnership with leadership.
• Prioritize and manage complex user requests to ensure timely issue resolution.
• Serve as a liaison among leadership, users, and vendors to improve system use and communication.
• Coordinate user acceptance testing (UAT) with subject matter experts (SME’s) and update related documentation and training resources accordingly.
• In Basket and workqueue management.
• Collaboration with Rev Cycle Manager for rev cycle integrity.
• Fee schedule and preference list maintenance.
• Attend monthly OCHIN ESA meetings to share resources and best practices with peers across the OCHIN Collaborative.
• Attend appropriate workgroups, including billing, reporting and operations council.
• Attend the annual OCHIN Learning Forum.
• Other duties as assigned

Skills/Abilities:

• Ability to maintain confidentiality, comprehend laws, regulations, and policies, and the ability to follow such laws, regulations, and policies and report when they are being violated
• Ability to interact with individuals of various backgrounds, sexual and gender orientations, education levels, and socio-economic status effectively, tactfully, and empathetically with a culturally responsive nature, occasionally interacting with those experiencing a crisis and in stressful situations
• Attention to detail – Ensures that information is complete and accurate.
• Communications – Delivers clear, effective communication and takes responsibility for understanding others.
• Decision-making – Obtains information, then identifies key issues and implications to make informed and objective decisions
• Problem-solving – Identifies problems and uses logic, judgment, and data to evaluate alternatives and recommend solutions.
• Project management – Creates and maintains an efficient environment that guides projects to successful completion.
• Supervision – Training, coaching, delegating, and developing the capabilities of others.
• Time management – Sets priorities, goals, and timetables to optimize productivity.
• Technical knowledge – Acquires and uses technical skills and judgment to achieve results.
• Work standards – Expects quality and continuous improvement.

Knowledge and Qualifications:

• Minimum five years Epic experience in similar role, ideally with a healthcare facility/provider supporting underserved communities
• EPIC clinical and project management certifications preferred
• Possess workflow knowledge
• Strong understanding of agency operations
• Strong understanding of change management principles
• Ability to work professionally with all levels of leadership, across outside organizations and within OCHIN
• Experience working within an electronic health record, specifically Epic, preferred
• Excellent administrative skills
• Excellent leadership skills
• Basic understanding of laboratory ordering and prescription maintenance
• Ability to adhere to WVCW's drug-free workplace which encourages a safe, healthy, and productive work environment
• Physical ability to bend, stoop, kneel, squat, twist, reach, pull and lift heavy objects; climb stairs several times a day
• Must pass a pre-employment drug screen and criminal background check PRIOR TO STARTING ONSITE
• Must adhere to the agency's non-discrimination policies
• Ability to effectively interact with persons with diverse ethnic backgrounds, religious views, political affiliation, cultural backgrounds, life styles, and sexual orientations and treat each individual with respect and dignity
• Must have strong computer skills or willingness to learn

WVCW is a Trauma informed Organization and this person is expected to be a leader and example of Trauma Informed Care in the workplace.

Reasonable accommodations may be made to enable persons with disabilities to perform the essential function.

Wallowa Valley Center for Wellness is an equal opportunity employer.