• eCW Application Specialist

    DC Primary Care Association (DCPCA)Washington, DC

    Job #521141506

  • POSITION SUMMARY:

    The eCW Application Specialist is a key member of the DCPCA HIT team whose primary purpose is to support eClinicalWorks (eCW) electronic health records (EHR) and electronic health exchange (eHX) applications. The eCW Application Specialist is a critical end-user support role responsible for efficient and timely hands-on support, troubleshooting, and remediation of eCW and eHX issues. The eCW Application Specialist works closely with the end-users on a daily basis to provide education and instructions on these mission-critical system features and functionality, and to explore various options to accommodate the user’s workflow and operational needs.

    This position also supports DCPCA’s staff regarding their critical internal office support systems such as DCPCA’s network infrastructure, server administration and data center operations. The eCW Application is also responsible for proactive monitoring on all DCPCA networks and systems to ensure operational efficiency. This role will assist with developing, implementing and adhering to the policies and standard operating processes for DCPCA to guarantee compliance with HIPAA Hitech security and privacy requirements, regulatory and credentialing standards.

    The successful candidate will have a strong background with eClinicalWorks (eCW) or the equivalent system in Electronic Medical Records (EMR). An ideal candidate is certified in eCW training or eCW help desk. This talented professional will possess a solid customer service orientation, with enthusiasm for finding solutions to common eCW issues. A critical skill set will be the ability to effectively and efficiently communicate with multiple eCW users and other stakeholders.   

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    Technical Support

    • Ongoing ownership of the ticketing and escalation systems/processes to ensure tickets are addressed in accordance with DCPCA’s Service Level Agreement with participating health centers.
    • Primary liaison with DCPCA hosted customers providing education and support to end users regarding EHR and eHX features and functionality. 
    • Provide guidance and assist in researching technical issues related to eCW and eHX applications.
    • On-call technical support responsibilities commensurate with Level 2 function for the EHR including identification, troubleshooting, remediation, research, escalation and issue resolution, in conjunction with Level 1 clinic-based staff and/or Level 3 vendor technical support teams.
    • Maintenance of an issue knowledgebase to document technical support issues and associated resolution approaches as part of proactive approaches to problem management.

    Reporting and Compliance

    • Assist with monitoring and reporting on the performance of DCPCA’s Service Level Agreement (SLA) with our participating clinics to ensure compliance with contractual obligations.
    • Monitors, manages and coordinates with all CPC-HIE participants in identifying and resolving duplicate patient in eHX and the various EHR’s.
    • Assist with technology policies, standards and procedures manual, develops and maintains related technology checklists.

    System Improvements and Maintenance

    • Coordinates requests by health centers for enhancements/modifications to eCW.
    • Assist with system analysis, testing and documentation on new patches and versions prior to implementation.
    • Coordinate and participate in scheduling maintenance, downtime and software or hardware upgrade with the various IT vendor and health centers.
    • Occasional travel to multiple local clinics in the DC metropolitan area to support onsite troubleshooting and issue resolution.
    • Other duties within the scope of this position as assigned.

     

    QUALIFICATIONS, KNOWLEDGE & SKILL REQUIRED:

    Technical Skills and Abilities

    • Three to five years’ experience working in health care required.
    • eClinicalWorks experience required.
    • Minimum 2 years of relevant hands-on technical troubleshooting experience with eCW.
    • Experience with desktops, laptops and other portable devices required.
    • Experience with packaged helpdesk ticketing and remote support applications required.
    • Ability to evaluate and analyze eCW functionality for problem resolution.
    • Excellent technical diagnostic and analytical skills and a consultative and collaborative approach to problem solving.

    Mission Critical Skills

    • Must be flexible, self-directed and able to prioritize multiple tasks.
    • Attention to details and excellent written, analytical and verbal communication skills.
    • Ability to comprehend criticality of issues and escalate accordingly while maintaining a high degree of urgency.
    • Team player with ability to communicate effectively both orally and in writing with all levels of clinical, administrative and support staff.

     

    COMPENSATION:

    DCPCA offers competitive salary based on experience and skills of employees. Additionally, DCPCA provides a comprehensive benefits package that includes medical, dental, vision, 403b match, ancillary benefits, access to Flexible Spending Accounts, and generous leave benefits.

     

    ADA SPECIFICATIONS:

    DCPCA is a fast-paced, high-energy organization with a very ambitious agenda and a highly motivated staff. This job will experience high work demands under tight timelines requiring a flexible adaptable approach to daily challenges.  Position may require some bending and lifting.

     

    TO APPLY:

    Please send your resume and cover letter in attachment form to ~~~ with the subject line, “eCW Application Specialist.” Only competitive candidates will be contacted and invited to participate in the selection process. No phone calls please.  Applications are accepted until the position is filled.

    Updated 11/14/2017