EHR Helpdesk Technician at Nexus Family Healing in Plymouth, MN

Summary: Nexus Family Healing is a nationally recognized mental health organization dedicated to empowering youth and families. They are seeking an EHR Helpdesk Technician who will manage first-tier technical support requests for the Electronic Health Records department, ensuring exceptional customer service and effective resolution of technical issues. Responsibilities: - Serves as the primary point of contact in receiving, responding to, and resolving first-tier tickets in the Electronic Health Records (EHR system) for agency and home office internal clients while remaining flexible and adaptable - Listens intently to internal client technical issues or questions; confirms understanding of the issue and provides exceptional customer service while emulating Nexus’ ICARE values in all conversations and interactions - Communicates with internal clients in a clear, objective, and professional manner; exhibits articulate written and oral communication, demonstrating and balancing a sense of urgency with a high degree of emotional intelligence - Creates new tickets within the system according to EHR processes; clearly, objectively, and articulately documents the details of each technical issue within the ticket - Troubleshoots technical issues by following EHR systems procedures; collaborates with EHR team members as necessary to escalate or resolve technical issues and follows up with the internal client to communicate resolution - Opens, manages, and monitors tickets relating to system errors, form testing and form changes, permission activations, staff changes, general questions, and addressing documentation or processing errors - Communicates and collaborates with Information Technology (IT) team and personnel as needed relating to integration, network, or technical challenges - Develops and executes reports out of the EHR system at the request of Director of Electronic Health Records and Nexus leadership; adjusts reporting specifications as needed and presents data in an informative and objective manner - Works with Nexus agencies to ensure continuity of system use and ticket creation and resolution; consistently applies Electronic Health Record processes and policies - In collaboration with the EHR Team, provides input and feedback around EHR documentation, processes and workflow; co-authors and edits the process documentation for ticket creation and resolution - Identifies and proposes solutions for common first tier problems seen by end-users and ensures an effective solution is provider to the end user - Provides introductory education and training to EHR system end-users on how to login, access records, use forms, save records, and leverage system functionality - Creates and co-authors education/end-user training sessions and training materials including end-user HOW TO’s for basic day to day operations and present or co-present training on a group or individual basis - Understands and abides by HIPAA, MN Law and company policies relating to client health and personal information; performs job functions while observing confidentiality and privacy - Demonstrates professionalism and work accountability – emulates a spirit of cooperation among team members and complies with home office policies and procedures - Adjusts and adapts to the businesses changing work needs and demands and willingly provides direction and/or assistance when needed Required Qualifications: - High School Diploma or GED - One (1) year of EHR or data management experience, and troubleshooting/ helpdesk experience - Valid driver's license required. Must meet state regulating agency and Home-Office driving requirements Preferred Qualifications: - Experience with any Netsmart products including myEvolv, OrderConnect, or myHealthPointe Required Skills: Electronic Health Records (EHR), EHR Ticketing Systems, Technical Troubleshooting, Netsmart Products, HIPAA Compliance, Data Management Benefits: Four weeks paid time off (PTO) in the first year of employment, Multiple options for health insurance coverage, No-cost life insurance, Short/long-term disability insurance, 401k match, NEW - Talkspace Therapy Benefit for the whole family, NEW - Hinge Health Benefit for the whole family, NEW – Carrot Fertility Benefit, Tuition assistance and training opportunities, Advancement pathways and internal promotion