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Category: Information Services
Facility: IHA Administration
Department: Information Services
Schedule: Full Time
Hours: 40 Hours
Job Details: Bachelor's Degree
1 - 3 years of experience required


This position provides technical support to IHA staff; accepts calls as a member of the IHA Help Desk team to resolve questions on the use of applications.  Maintains assigned software; resolves software related issues with assigned applications.  Coordinates with vendors to resolve software issues and incorporate enhancements. Supervises Medical Records Specialists I, II and III; directs workflow and provides support as needed.




1.       Supervises Medical Records Specialists by directing workflow and providing support as needed.

2.       Coordinates and implements changes as needed to support Medicity, fax server and abstraction workflows.

3.       Provides technical support to end-users of applications utilized throughout IHA, including but not limited to NextGen and Electronic Medical Records (EMR), which includes problem-solving access issues and answering staff questions regarding utilization of system.

4.       Serves as a point of contact for system vendors regarding system issues or questions; ensures that system enhancements are effectively and efficiently implemented by serving as a liaison between IHA and system vendor.

5.       Coordinates with management regarding upcoming application upgrades/updates, providing information regarding hardware, software and/or other technical support that will be required to ensure an efficient and cost-effective transition to new version(s) of that application.

6.       Assists with software application training for all IHA staff and providers.

7.       Assists with the definition and rollout of system enhancements and changes.

8.       Ensures that system security and integrity is maintained at all times.

9.       Effectively communicates verbally and in writing with IHA staff and management to ensure there is a well-coordinated effort when there are system changes/updates and/or system issues by providing regular updates through all available communication sources (email, phone system, IM, etc.). This includes ability to develop clear user.

10.    Works with IES & Clinic Application Manager and IHA Compliance Officer on HIPAA compliance pertaining to software information services.

11.    Ensures that all information delivered to offices, administration, and Business Services is accurate, timely and complete.

12.    Participates in the recruitment and retention of Medical Records Specialist staff within the IS department; supports the development and implementation of an effective orientation plan for new IS staff.

13.    Attends relevant meetings; may participate in the planning or presentation at relevant meetings.

14.    Assumes additional responsibility as necessary.




1.       Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement.

2.       Works respectfully and cooperatively with IHA senior leadership, providers, management, staff, patients, and vendors; supports escalated provider related IS issues as needed.

3.       Must be able to work effectively as a member of the Information Systems team and to work independently as needed.

4.       Successfully completes IHA's "The Customer" training and adheres to IHA's standard of promptly providing a high level of service and respect to internal or external customers.

5.       Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA's Employee Handbook.

6.       Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.

7.       Serves as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities.  Embraces new ideas and respect cultural differences.

8.       Uses resources efficiently.

9.       If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.




Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.




EDUCATION: Bachelor's degree or equivalent combination of education and relevant experience.


MINIMUM EXPERIENCE:  Previous supervisory experience. Previous experience working directly with and/or providing technical support for the applications utilized throughout IHA, including but not limited to NextGen, EMR, Microsoft Office products, etc.  Previous experience working with application vendors, understanding of terminology and processes utilized to apply upgrades and/or changes to the application.




1.       Ability to provide direction for assigned staff.

2.       Must have an overall understanding of IHA structure, office services and work flow processes throughout the organization, and ability to provide application support for the company structure.

3.       Demonstrated ability to troubleshoot application errors and identify solutions to correct issues.

4.       Ability to work with application vendors; understanding of terminology and processes utilized to apply upgrades and/or changes to the application.

5.       Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, EMR software, Microsoft Word and Excel, intranet and computer navigation.  Ability to use other software as required while performing the essential functions of the job.

6.       Ensures that a positive and productive work environment in all areas of responsibility is maintained to attract and retain IS talent.

7.       Ability to work collaboratively, in a courteous and friendly demeanor within all levels of the organization, vendors and the general public.

8.       Excellent organizational and time management skills to effectively juggle multiple priorities, time constraints and large volumes of work.

9.       Ability to exercise sound judgment and problem-solving skills.

10.    Ability to analyze and interpret data for appropriate and effective response.

11.    Successful completion of IHA competency-based program within introductory and training period.




1.       Physical activity that often requires keyboarding, filing and phone work.

2.       Physical activity that often requires extensive time working on a computer.

3.       Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.       

4.       Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.

5.       Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. 

6.       Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

7.       Requires the ability to drive to other office sites.

8.       Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.




This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.


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