Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. Harbor Health also operates two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton, providing comprehensive healthcare, transportation and social services for more than 580 frail elders who continue to live with dignity and independence in the community and a Woman, Infants and Children (WIC) Nutrition Program. We are currently seeking a EHR Support Specialist to join our team.

REQUIREMENTS:

• High School Diploma or GED required; Associate’s or Bachelor’s degree in healthcare, IT, or related field preferred
• Minimum 1–2 years of Epic system support or healthcare help desk experience required
• Experience providing phone-based technical or application support in a healthcare environment required
• Epic certification or completion of Epic application training strongly preferred.
• Strong verbal communication skills and ability to troubleshoot live issues efficiently over the phone
• Proficiency in using ticket tracking/reporting systems preferred
• Excellent organizational and documentation skills
• Intermediate skills in Office 365 including Excel, Word, Outlook and Teams
• Ability to prioritize and manage multiple tasks in a fast-paced support environment
• Strong interpersonal and collaboration skills, including working with vendors and internal teams
• Local travel to Harbor Health sites as needed required, must be able to travel to other Harbor Health sites in a timely manner.

ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY, NATIONAL ORIGIN, DISABILITY OR VETERAN STATUS.

Position is hybrid, home base at our Corporate office in Mattapan, 8:00 AM -4:30 PM
Full Time, 40 hour

ROLE:

The Electronic Health Record (EHR) Support Specialist is responsible for providing Epic support across Harbor Health sites. Responsibilities include dedicated phone-based support for approximately 20 hours per week to assist users with real-time issues. The EHR Support Specialist ensures timely resolution of support tickets, oversees help desk reporting, and collaborates with the Clinical Application Analysts and EHR Trainer to optimize use of Epic applications.

RESPONSIBILITIES:

• Provides frontline Epic support to end users via phone (~20 hours/week), ticketing system, and in-person requests.
• Triages and resolves support requests in alignment with service level agreements (SLAs).
• Tracks and monitors the help desk queue; produces weekly and monthly performance reports detailing volume, turnaround time, resolution rates, and open issues.
• Manages day-to-day help desk phone coverage in partnership with team.
• Monitors and reports on support ticket activity and resolution performance.
• Documents and updates all support interactions consistently within the ticket tracking system.
• Coordinates user training referrals based on support trends and remediation needs.
• Reviews vendor-submitted support tickets to identify patterns, support escalation needs, and assist the System Analyst team.
• Collaborates with the Clinical Applications training team to identify users who require remediation or refresher training and coordinates follow-up.
• Participates in regular meetings with clinical and operational stakeholders to surface user concerns and identify opportunities for system improvement.
• Escalates unresolved or high-impact issues to Clinical Applications leadership as needed.
• Collaborates with vendors and System Analyst team to resolve complex support issues.
• Assists in onboarding and providing phone support orientation for new Epic users.