The Electronic Health Records Technical Engineer III is an important member of the electronic health records (EHR) team. As an identified change agent, the EHR technical engineer II works closely with the EHR solutions consultants/engineers, the EHR technical operations architect and other staff members to provide effective and efficient customer service. Customer service includes efficiently resolving real time tactical issues both proactively and reactively during any / all phases of the program life cycle. The EHR technical engineer III will use his/her extensive problem solving skills to research, analyze, design, configure, test, execute and document solutions affecting internal and external end-user/clients on a variety of technical simple to complex technical issues. The EHR technical engineer II will utilize documentation applications including MS Word, SharePoint, Visio as well as incident reporting, asset tracking, change management and related application systems.
Working in conjunction with Health IT and the Office of Innovation Technology staff, the EHR technical engineer III will act as a primary client advocate with respect to end-user solution execution. The EHR technical engineer II will require basic proficiency in the EHR software. S/he utilizes standard process management techniques such as perform failure modes and effects and root cause analyses techniques to identify problems and effective solutions to improve processes and assure that repaired elements remain in a corrected state.
Duties and Responsibilities:
Solution analysis, design, configuration and deployment Independently analyze and solve simple to complex hardware, software and application problems.
Provide effective technology desk side support with assurance that fixed items stay fixed.
Provide effective desktop and customer service remotely and/or in-person across multiple city locations.
Prioritize trouble tickets and issues.
Provide pre-, intra- and post activation support as needed.
Maintain deployed peripherals.
Effectively instruct users on basic hardware, software and application functions, fixes and processes both in person and remotely.
Effectively interact and work with all levels of personnel, including financial/administrative/clinical end users, IT staff, internal and external consultants and stakeholders, etc..
Effectively communicate problems, status updates, and work issues via defined methods.
Accurately record problems and statuses using available application software.
Proactively identify potential problems and possible solutions.
Participates in image creation and distribution; monitors and verifies testing and distribution outcomes.
Coordinates and performs asset management activities as needed.
Works to evaluate and configure current help desk and other supporting technologies to optimize use for electronic health record process efficiencies.
Identify and use appropriate resources as needed for problem resolution, projects, and data gathering.
Demonstrate current knowledge of applications, systems and technology in use throughout department.
Work with development staff and stakeholders to provide QA testing for applications.
Maintain knowledge of current and emerging technologies and recommend as appropriate.
Analyze and research need for new equipment and tools, providing appropriate justifications when necessary.
Evaluate and answer user requests for data and information.
Perform end user technical advocacy.
Monitor application and system performance.
Change management: Participate in EHR change management process design as well as integration with Health IT and OIT change management processes.
Participate in EHR design and update of change management policies/procedures.
Participate in change management board.
Participate in project intake request management.
Executes on change management policies as defined.
Recommends change management policy/procedures improvements.
Monitors change management procedure effectiveness.
Ensure that all changes are communicated and recorded in the appropriate application.
Incident Management Perform failure modes and effects analysis and root cause analysis for existing issues/incidents.
Timely tracking and resolution of issues/incident.
Monitors incident resolution; creation and evaluation of incident statistics.
Update application based knowledge management application.
Document fixes and contribute to the standardization of processes and procedures.
Provides updates re: incident management as requested.
Assist with formulation of policies/ procedures related to disaster recovery / business continuity.
Participate in disaster recovery/business continuity fire drills.
Technical projects and maintenance. Participate as needed in technical projects and routine maintenance tasks.
Some familiarity with networking including wireless.
Routinely receives high ratings from identified customer base.
Effectively communicates across the client base.
Demonstrates and maintains high degree of technical and professional credibility.
Lead and/or participate in EHR related technical subprojects.
Perform other duties as required.
Working knowledge of departmental standard and system development methodology. Reports status data to manager(s). Provide assistance to clients and customers across agencies as needed. Recommend and assists in developing mechanisms to decrease errors. Assume responsibility and demonstrates initiative. Document issues, risks, decisions, etc. as directed. Act as a change agent and supports clients in the migration from current to future state in most optimal way. Work collaboratively and constructively with team members to achieve program goals. Foster positive communication and team work atmosphere. Respond promptly and positively to clients, staff, colleagues and all others in a respectful, courteous and confidential manner. Respectful of all team members in verbal and written communications. Demonstrated ability to balance multiple work streams and associated complexity while achieving program goals. Follow municipal and department procedures and policies, including but not limited to safety, mandatory education, confidentiality, attendance, etc. Follow municipal and departmental cost control standards: monitors usage of supplies and equipment to eliminate or minimize waste and/or misuse. Provide or facilitates a clean, safe, quiet and secure environment for all colleagues and clients. General demonstration of knowledge and understanding of software, project management and other relevant tools as required by the program. Seek assistance as needed. Participate collaboratively in staff meetings, committees, projects and teams to resolve conflicts and meet institutional goals. Identifies own learning needs and obtains necessary education to meet requirements of position.
Ability to travel to various city locations. Ability to lift PCs and related equipment (up to 50 lbs.); frequent standing and sitting.
PMHCC - 9 months ago