EHR User Support Specialist

Summary: Texas Tech University Health Sciences Center (TTUHSC) is a leading institution dedicated to educating healthcare professionals and providing quality patient care. The EHR User Support Specialist will provide technical support for the electronic health record system, deliver training, and ensure user satisfaction through effective communication and problem-solving skills. Responsibilities: - Provide technical support to EHR (electronic health record) system users via phone, remote access, and/or in-person visits - Identify, research, resolve technical problems, and refer unresolved issues to engineering/development staff as needed - Identify gaps in user knowledge and provide system training as appropriate - Serve as a front-line resource and subject matter expert for staff using the electronic health record (EHR), providing clear, user-friendly guidance and support - Design and deliver engaging EHR training sessions (both live and virtual), ensuring staff feel confident and supported in their use of the system - Develop easy-to-follow training materials and job aids tailored for a variety of learning styles and user needs - Provide hands-on support to EHR end users, troubleshooting technical and process issues with patience, professionalism, and a customer service mindset - Respond to help desk tickets according to unit SOPs, while maintaining a focus on timely resolution and positive user experience - Act as the primary liaison between staff, business partners, and IT teams, ensuring end users’ needs are clearly understood and addressed - Support clinicians with licensing and access management, maintaining accurate records of authorized users and ensuring compliance with access policies - Regularly gather feedback from end users to identify opportunities to improve training, support, and system usability - Contribute to maintaining the Managed Care knowledge base, ensuring information is accessible, accurate, and easy for staff to use - Participate in occasional onsite visits at correctional facilities to provide in-person training and user support - Identifies, recommends, and implements features, processes, and policies to increase user experience - Leads projects, initiatives, and training associated with system projects, upgrades, and patches, to include acceptance testing and training of EHR support functions - Attends inter-agency committee meeting to represent our end users for matters relating to EHR support Required Qualifications: - Bachelor's degree from four-year college or university - One (1) year related experience; or equivalent combination of education and experience to equal five (5) years - Ability to pass a Texas Department of Justice background check Preferred Qualifications: - 3 years of experience with EHR system - 1 year of technical training experience - 3 years of experience working in clinical operations, clinical workflows, and/or EHR support - Knowledge of PEARL EHR - 3 years of advanced customer service working with upper management executives and/or physicians - Ability to manage multiple concurrent projects Required Skills: Electronic Health Record (EHR) systems, EHR training, Technical support, Help desk ticketing, User access management, Clinical operations, Clinical workflows, Customer service, Patience Benefits: Health Plans + Supplemental Coverage Options – Individual health insurance provided at no cost for full-time team members, Paid Time Off – Including holidays, vacation, sick leave and more, Retirement Plans, Wellness Programs, Certified Mother-Friendly Workplace