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The ESA supports the overall strategy to optimize practice efficiency utilizing healthcare technologies. The ESA independently assists clinical staff with application support, system implementation and integration projects while proactively identifying software issues.

The ESA team works to improve user functionality and productivity of healthcare technologies The ESA works independently and collaboratively to optimize the EHR technologies. The ESA team functions as a liaison between clinical, business, and technical teams.

Focus Areas:
Assisting in evaluation of clinical workflows to determine the impact and optimizing opportunities.
Proactively identifying opportunities for provider and care team optimization through onsite support in all patient care practices
Independently performs new care team onboarding practices that include but are not limited to Plummer Chart personalization, personal device customization as it relates to the Plummer Chart.
Partnering with clinicians to provide at-the-elbow support for all health care team members in clinical practice areas including EHR technology tool set up
Independently rounds in-person with assigned clinical service lines, assisting, and supporting the escalation process for issues requiring advanced support.
Provides EHR education by answering questions and delivering needed system efficiency training
Assisting with investigation and resolution of EHR issues using discretionary evaluation skills.
Immediately available via phone, email, or other electronic means to provide real-time support to clinicians.
Uses standard tools for tracking ongoing issues, requests, and resolutions.
Participate on projects and provide go live support.
Collaborating with EHR training team to deliver system efficiency training
Mentor peers on support standards for department customers.
Participating in business continuity planning for EHR outages
Employing change management techniques to support the clinical end user with the transition and adoption of healthcare technologies
Collaborating with multidisciplinary clinical team to ensure practice goals are met.
Facilitating the use of data to evaluate outcomes and determine focused support.
Assisting with implementation of local projects.
Partner with Clinical Informaticist for assigned practices/departments to provide a collaborative approach in supporting clinicians within those areas.
Advocates for appropriate access and use of data, information, and knowledge.
Maintains a professional relationship with peers and healthcare team through open communication.
Maintain basic IT knowledge and troubleshooting techniques.
Attends clinical service line department meetings as CIPS representative.

Associates degree or certificate in a healthcare role (LPN, Medical Assistant, Administrative Clinical Assistant, Health Unit Coordinator, Certified Electronic Health Record Specialist, etc) required. Minimum of four years’ experience in a healthcare role. Minimum of two years’ experience using Epic electronic health record. Bachelor’s degree preferred in Education, IT, Business or healthcare. Preferred one year experience in an EHR support role.

Computer literacy and current experience with EHR applications and healthcare technologies required such as Epic, dictation tools, ER mobile tools and MS Office. Position is a hybrid of required onsite support and remote work. Same day travel may be required. Weekend and 24/7 work may be required to provide go live and upgrade support. Possess problem solving skills to troubleshoot healthcare technology issues. Able to work independently and within a team setting to provide comprehensive support to assigned clinical practice areas. Ability to triage and prioritize work as well as perform a variety of tasks simultaneously. Possess critical thinking skills and be detail oriented. Effective verbal and written communication skills, with demonstrated ability to effectively communicate and interact with all levels of healthcare professionals.

Must have and maintain a valid driver’s license and acceptable driving record in accordance with Mayo Clinic Policy.