EHR Application Support Specialist - Knack BPO

Summary Provide effective support for Electronic Health System (EHR) applications as they affect the business operations of MediSYS and clients on a significant level. The EHR Application Support Specialist provides technical assistance to system users by performing the following duties.

Essential Duties and Responsibilities include the following.

• Responsible for providing clients with answers/resolutions to incoming calls, emails, faxes, Promptly answers telephones/emails and provides professional courtesy responses.
• Resolves and documents problems professionally, promptly and accurately.
• Prepares templates, databases, etc. for use by clients.
• Trains and supports customers on the proper use of the applications.
• Tracks and records ALL customer calls/encounters in ticketing systems (Autotask/Medconnect & Webchart/Redmine).
• Talks with customers by phone and receives and coordinates orders for add-ons installation or change in service.
• Makes updates/changes to Autotask database including address changes, contact additions, making contacts inactive, etc.
• Informs accounting/sales/administration of changes in addresses, providers, and services for clients.
• Identifies and reports bugs and follows up to make sure fixes are received and tested.
• Advise supervisor on product development issues arising from product problems identified through technical support calls with customers.
• Completes, maintains and processes pertinent records.
• Plans and schedules levels of support according to product release schedules.
• Assists in final testing of new products or releases.
• Works closely with Medconnect/Webchart System support, sales department, PM department, billing department and other team members as it relates to electronic health records. 
• Carries out responsibilities in accordance with the organization's policies and applicable laws.
• Attend industry webinars (CMS, BCBS, etc.) for further education and understanding of programs/requirements that affect our clients and industry such as MIPS, HEDIS, ICD-10 and other governmental programs.
• Responsibilities include training employees; addressing complaints and resolving problems.

Education and/or Experience                                             

Prior EHR experience preferred.   Experience in a medical office and/or customer service experience. 

Computer Skills                                                     

To perform this job successfully, an individual should have knowledge of Contact Management systems; Database software; Internet software; Project Management software; Spreadsheet software and Word Processing software.

Certificates, Licenses, Registrations

HIPAA Certification

Other Skills and Abilities                                                   

Ability to work with and train physicians, interpret a patient's chart, analyze patient flow in a practice, knowledge of medical office workflow, medical terminology and medical coding - CPT, ICD10.

Full Benefits (Medical, Dental, Vision, 401k, PTO)