DMH Electronic Health Record- Support Analyst

Job Location: Work location will be domiciled in Missouri. You must live within 60 minutes of a State Operated Department of Mental Health Facility. Some travel including overnight stays may be required. Interviews will take place on site in Jefferson City, MO. Work hours are Monday through Friday (8am-5pm) with scheduled on-call rotation hours covering 5pm-8am in support of 24x7x365 model.

Why you’ll love this position:

This position will assist the Application Support Manager and Business Architect in researching, designing, and recommending technical solutions, proof of concepts, purchasing, deploying, and tracking of equipment. It will partner with the EHR Project team, ITSD, and other functional DMH teams to develop strategy regarding overall architecture and infrastructure, identify problems, and recommend and implement solutions.

About this position:

The Department of Mental Health (DMH) is embarking on an exciting journey to implement a new Electronic Health Record (EHR) Solution that will transform the way we do business. DMH intends to implement a commercial-off-the-shelf (COTS) solution that will enhance the support of healthcare for our service recipients in 13 State Operated facilities, including six psychiatric hospitals, four habilitation centers, and three community waiver programs with 70 locations across the State. The Electronic Health Record (EHR) Solution will support the business processes of both the Division of Behavioral Health and the Division of Developmentally Disabled.

This position is part of the EHR Project team transforming the state operated programs from a paper based medical record to an electronic health record system. DMH is in search of a motivated, skilled self-starter individual to serve as end user support by offering education, applied knowledge, and technical experience to ensure that users of the Electronic Health Record (EHR) system are able to connect and utilize the system.

The EHR Support Analyst will support end users in need of further assistance after peer support from Subject Matter Experts does not resolve their issue or concerns. Submitted help desk tickets will be triaged by the analyst and assigned to the appropriate individual to assist with troubleshooting and assisting the user in finding a solution. The EHR Support Analyst will provide support by spending time troubleshooting and figuring out ways to provide a solution before reaching out to the vendor. It is expected the candidate become certified in the application prior to reporting issues to the vendor that are unable to be resolved internally. Issues requiring further investigation and assistance will be monitored and tested by the Support Analyst until a solution is identified or an update is required. As updates are required and pushed out to our environments, the EHR Support Analyst will provide testing efforts to confirm resolution of the issues reported to the vendor.

Examples of responsibilities:

• Work with others to identify issues and deliver support until resolution
• Create and document all incoming help desk calls
• Triage help desk tickets to be assigned to appropriate resources and escalate in the appropriate instances
• Receive, prioritize, and respond to incoming requests and calls related to EHR Technology
• Perform analysis, diagnosis of technological issues
• Document system FAQ and workflow changes for staff.
• Install, configure, test, maintain, monitor and troubleshoot end user hardware/software issues
• Participate in an on-call rotation for 24x7x365 EHR system support
• Collaborate with training staff and subject matter experts to provide support and resolution of user issues

Qualifications:

• Associate's degree required, bachelor’s degree in information technology or closely related field preferred OR at least five (5) years’ experience preferred in any of the following areas: Information Systems, Help Desk Support, Medical Services, Behavioral Health, Social Services (Substitutions may be allowed)
• Flexible work schedule to provide optimal coverage of the help desk.
• Provide on-call coverage
• It is highly desirable to have a work background in an EHR implementation and/or support, as well as SQL experience.
• Certifications such as Certified Pharmacy Technician, Certified Professional Coder, Registered Health Information Administrator are a plus.
• High-level English communication skills with emphasis on grammar, spelling, and punctuation for written communication.
• Create and promote an exceptional customer experience and team environment. This role requires a goal-driven individual with superior customer service and relationship management skills.
• Exceptional computer skills, including in all Microsoft Office software.
• Ability to be detail-oriented, self-motivated and organized.
• Ability to prioritize workload and stay abreast of training needs.
• Human centered and proactive approach in overseeing technical support and security
• Ability to adapt to change, think critically, and work independently/remotely
• A positive team-player attitude who is committed to getting things done

Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .

If you have any questions, please reach out to: Hrmail@dmh.mo.gov

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• State of Missouri

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