Virginia Garcia Memorial Health Center

Support Engineer

• Plan, analyze, modify, and optimize Epic EHR applications including EpicCare, Wisdom, and Willow
• Provide prompt end-user support and first- and second-level troubleshooting
• Resolve complex problems and support, mentor, and train junior EHR Support Analysts
• Execute process improvement projects to optimize operational efficiency
• Build stakeholder relationships and collaborate with project managers
• Test new software implementations, upgrades, and fixes
• Submit, monitor, and track Epic items using JIRA and internal help desk/reporting systems
• Analyze and prioritize SolarWinds/Samanage requests and alerts
• Provide on-site elbow support during software implementations and upgrades at VG sites
• Design and implement training programs with the training team
• Manage medium to large projects or sub-projects
• Develop workflow maps in Visio and training documentation
• Conduct feasibility studies involving workflow analysis, space design, and cost analysis
• Support clinic leadership and users in improving operational efficiency, clinical practice, and health outcomes
• Monitor and track system error pools, including refill, e-prescribing, results, and order transmittal errors
• Maintain provider master files, letter templates, SmartPhrases, preference lists, SmartTools, user accounts, remote access, LabCorp Link, Haiku/Canto, and Nuance Dragon Speak
• Maintain partnerships with OCHIN and participate in monthly OCHIN meetings and workgroups
• Evaluate software solutions and recommend improvements or upgrades to the EHR Support Supervisor
• Develop and deploy CareMessage patient text-message outreach with the Communications team
• Maintain CareMessage accounts and VG MyChart website and application
• Review OCHIN alerts, notifications, and service/enhancement packs and communicate updates to end users
• Maintain current knowledge of EHR systems, healthcare technology, and regulatory requirements
• Follow incident escalation and notification procedures and perform other assigned duties

Senior EHR Support Analyst