Clinical Knowledge Base & Systems Support Coordinator

Reports to: Director Information SystemsSummaryThe Knowledge Base Coordinator is responsible for managing and maintaining the organizations system knowledge base including electronic health record (EHR) DocuSign and other 3rd party addition this position is responsible for supporting the Help Desk by providing assistance through help desk functions documentation and coordination of user education and training ideal candidate combines strong technical documentation oral and written skills along with customer service problem-solving and training experience in a healthcare Responsibilities:Knowledge Base ManagementDevelop organize maintain and update knowledge base articles job aids FAQs workflow guides and troubleshooting documentation is accurate current user-friendly and aligned with organizational policies and clinical standardized templates for consistency across support with help desk project teams and clinical operations to document system changes upgrades and new version control and archival processes for training and support Desk SupportProvide Tier 1 and Tier 2 support for system issues including EHR and 3rd party applications including troubleshooting workflow and access to help desk tickets phone calls and email inquiries in a timely and professional complex issues to appropriate IT system or vendor support teams when document and monitor support requests to ensure timely resolution and accurate with system testing and validation during upgrades implementations and optimization recurring support issues and recommend workflow or training User Training & EducationCoordinate and deliver system training sessions for new hires existing staff and system updates as needed for various applications (EHR eLearning etc.)Work with Training Department to assist with delivering content for instructional materials presentations quick-reference guides and e-learning go-live activities and on-site user assistance during system implementations or :Required QualificationsAssociate degree in Healthcare Administration Health Informatics Education or related field; or equivalent of clinical workflows and healthcare written communication and technical documentation skills.2 years of experience supporting EHR systems in a healthcare with help desk ticketing systems and end-user developing and delivering training materials and with Microsoft Office Suite and collaboration QualificationsBachelors degree in Healthcare Administration Health Informatics Education or related field; or equivalent with EHR platforms including ePrescribing and eLabs with eLearning Management Systems i.e. ReliasFamiliarity with ITIL knowledge management practices or instructional design supporting healthcare regulatory requirements including HIPAA Skills & CompetenciesTechnical writing and documentationTraining facilitation and presentation skillsProblem-solving and critical thinkingCustomer service and user supportEHR workflow analysisOrganization and time managementCommunication and interpersonal skillsAttention to detailAbility to manage multiple priorities in a fast-paced healthcare environmentWork EnvironmentRemote healthcare/clinical environmentOccasional after-hours support during upgrades or go-live eventsSome onsite travel required for EHR implementations go lives and end user trainingsInteraction with clinical operational and technical teams across the organizationThe Child Center of NY is an Equal Opportunity applicants will be considered for employment without regard to race color religion sex sexual orientation gender identity national origin veteran or disability status or any other category protected by Federal State or local law. EOE M/F/D/V