EHR Support Specialist
Fremont, CA

Job Description

On Lok Lifeways

We are a non-profit committed to our participants. On Lok Lifeways PACE long term senior care is provided by On Lok Senior Health Services, a 501(c)(3) non-profit

Dedicated to The Care of Elders:

On Lok, Inc. is a not-for-profit organization founded in the early 1970s by a group of citizens concerned about the plight of elders and the lack of long term options in the community. On Lok, Inc. serves as the administrative arm of a group of five affiliated non-profit organizations. Its functions include research and development, human resources, fundraising and management information systems.

We understand the importance of a system that works together. Your expertise, drive and passion can help us carry out our mission to improve lives and advance healthcare.

Join our team of leaders to begin a rewarding career!

POSITION SUMMARY: Under the direction and supervision of the Director of Support Services, the Support

Specialist is responsible for providing PACELink users with system support and training.

PACELink is our electronic health records documentation system that includes the

NextGen EMR along with our customized solutions. The Support Specialist will also

assist with tracking system issues, identifying training needs and maintaining product

documentation.

DUTIES / RESPONSIBILITIES:

1. Provide daily support to end users (interdisciplinary team) via email, phone or scheduled trainings.

2. Troubleshoot and 'triage' requests and issues daily in a timely manner.

3. Administer and maintain user accounts: licenses, permissions and setup.

4. Assist with identifying end user needs and provide ongoing basic and general training.

5. Assist with developing PACELink knowledgebase and tracking support requests.

6. Assist with reference and training material creation and updates.

7. Assist with reporting and monitoring product issues, enhancements and requests.

8. Maintain PACELink SharePoint site including documentation of meeting notes and posting of updates.

9. Assist with system releases and updates by writing test plans, testing, creating user instructions and documenting

workflows.

10. Manage training requests, coordinate and schedule training sessions.

11. Assist in periodic, off hours support, upgrades and changes to network.

QUALIFICATIONS (knowledge, skills, abilities):

1. Demonstrated understanding of complex health care delivery systems (PACE model preferred).

2. Ability to research answers thoroughly and present information concisely and in a language and format that is

understandable to end users.

3. Communicates with excellent oral, written and listening skills.

4. Excellent organizational skills with attention to detail and ability to learn quickly.

5. Assist in the development of new ideas and solutions for improving existing methods or systems.

6. Understands the importance of data and network security, and the legal and ethical responsibility associated with

HIPAA requirements.

7. At least 3 years of IT administrative support or customer service experience.

8. Strong preference for healthcare-related and EHR experience.

9. Bachelor degree preferred.

10. Proficient in Microsoft Word and Excel.

11. Demonstrates good judgment, resourcefulness, flexibility, attention to detail, and problem solving.

12. Possesses sensitivity and awareness of diverse cultural perspectives and the ability to work with diverse

populations.

On Lok's Employee Benefits include (eligible for any position for 20 hr/wk or more):

* Medical, Dental, and Vision coverage
* Retirement Savings Plan 403(b) and Term Life/AD&D Insurance
* Flexible Spending Account, Commuter Checks, MLA scholarships, Employee Assistance Program (EAP)
* Pet Insurance and additional discounts
* Holidays (10 per year), vacation time, sick leave, and long-term disability insurance