Electronic Health Records Support Specialist (Epic) at International Planned Parenthood Federation (IPPF)

• The Electronic Health Records Support Specialist provides technical product support to end users of the Planned Parenthood Great Plains electronic health records (EHR) system. The incumbent analyzes user data to identify training needs and partners with the internal training team to support curriculum and material updates.

Essential Job Functions

• Analyzes organizational needs and defines functional requirement, oversees system configuration, and monitors implementation by working with CHN.
• Acts as a primary point of contact between users and the system providers. Assists with testing of new release of software, vendor modifications, upgrades and patches.
• Troubleshoots problems, identifies possible solutions, and resolves technical issues identified (hardware/software).
• Submits work tickets through the JIRA system for issues that cannot be resolved at the affiliate level.
• Collaborates with the Training Team to ensure training materials are up to date and accurate and reflect updates from external software partner.
• Works with Docasap troubleshooting online scheduling issues and EPIC appointment mapping.
• Monitors EPIC work queues to promptly address system issues and errors.
• Works with lab vendors to update lab codes and charges.
• Contribute to the development and implementation of custom EPIC builds, tailoring the system to meet specific affiliate needs.
• Performs work under direct supervision. Handles basic issues and problems, and refers more complex issues to higher-level staff at CHN or external support partner

Competencies

• Learning Agility - Ability and willingness to learn from new experiences and leverage those lessons to perform effectively in different contexts.
• Initiative - Actively influences events rather than passively accepting them.
• Drive for Results - Demonstrates determination, persistence, and a commitment to producing results that exceed expectations.
• Decision Making - Evaluates data and courses of action using an unbiased and rational approach and makes timely decisions that are well-reasoned and effective.
• Teamwork - Cooperates actively and effectively with others in the pursuit of common goals.
• Change Orientation - Maintains a positive attitude toward change and appreciates the opportunities that change presents.
• Conscientiousness - Demonstrates a commitment to and pride in one’s work, takes obligations seriously, and accepts responsibility for own
• DEI -Demonstrates a commitment to equity and inclusion through observable behaviors, setting the example for team members, and participating in affiliate initiatives.

Work Environment

• Work is primarily performed in an office with some flexibility to work remote after 90 days.
• Use of hands and fingers involved in work which is performed through the extensive use of computer systems, email, phone and fax machines, security system, copiers and scanners.
• Employee is required to sit for extended periods with prolonged exposure to computer monitors.
• Must operate various input/output devices including keyboard and computer mouse.
• This position carries some level of exposure to conflict and/or antagonism by those opposed to the mission of PPGP.
• The noise level in the work environment is usually moderate.

Education And Experience

Required Education and Experience

• Bachelor's degree and 1 to 2 years of experience with electronic health records system or equivalent combination of education and experience.
• Working knowledge of health center operations.

Preferred Education and Experience

• 1-3 years of Epic experience
• Prior work experience in technical support center environment