Application Support Specialist II, Philadelphia Department of Public Health, Ambulatory Health Services (AHS)

Posted Date: 
Friday, November 2, 2018 - 3:00pm
Expiration Date: 
Friday, November 30, 2018 - 3:00pm
Job Summary: 

Position Summary:

The EHR Application Support Specialist II (Specialist) has a leading role in EHR application analysis, configuration and support.   The Specialist is responsible for ensuring optimization of EHR software implementation, support for continuity of operations, consistency in execution of support procedures, and preservation of data integrity and quality. The Specialist works under the direction of the EHR PMO Operations Manager and in close collaboration with the EHR System Configuration and Integration Specialist, Training and Support Analysts, Business Analysts, and Technical Managers.  The Specialist will utilize the EHR application (eClinicalWorks), Microsoft Office, help desk (SysAid) and other program-specific applications and systems as applicable. The functional domain of this position requires a thorough understanding of eClinicalWorks functionality for practice management, clinical and billing workflows in a public sector ambulatory health setting as well as knowledge of decision criteria and applicable policies and procedures to support all assigned tasks.

Duties and Responsibilities:

Configuration and Testing:

  • Accurately and consistently maintains the complete configuration of the EHR system and integrated companion products.  Match end user requirements with effective solutions and ensure intended application functionality, integrity and compliance with documented workflows.
  • Evaluates requested configuration changes to ensure that approved changes work as intended, meet or exceed expectations, and adhere to business rules, scope and security and privacy standards.
  • Confirm that application and companion technologies are fully and successfully tested in both production and non-production environments for all changes and activations.  Adhere to Change Management Request processes and communications.
  • Responsible for the documentation of system configuration, issue resolution(s), and procedures in the form of Configuration Workbooks, Knowledge Base Articles, and Standard Operating Procedures.
  • Develops, documents, and executes test plans to evaluate application functionality throughout the development, testing, and deployment cycles.  Documents all outcomes from the testing process and works with team to evaluate and recommend resolution for testing failures.
  • Must be able to consistently participate in activities around planned and unplanned software maintenance and upgrade requirements, including outages and troubleshooting.
  • Performs maintenance of user security within the EHR application based on intended user roles/permissions and appropriate monthly reporting and usage statistics.

Operations and Application Support:

  • Provides prompt, courteous first and second-level EHR HelpLine customer support via telephone, email, and remote assistance.  Assists AHS and EHR staff with operation and functionality of EHR related software, supporting applications, workflows, incidents, and requests.
  • Responsible for timely reporting of issues, requests and incidents as per EHR HelpLine (help desk / support) protocols.  Utilizes the EHR SysAid help desk application, the eCW ticketing system and other applicable incident/request management software to capture all relevant information regarding reported end user issues.   Must have the ability to answer queries and resolve issues with software applications and escalate or close tickets as necessary.  
  • Provides support for troubleshooting, approval, analysis and reporting as part of Request, Incident, and Change Management.  Responsible for ongoing configuration and maintenance of incident/request management software.
  • Produces operational reports to reflect key performance indicators using tools available.
  • Responsible for maintaining data quality in electronic patient records, specifically, performing investigation to support identification and unambiguous merging of duplicate patient records and other data clean-up tasks as required.
  • Responsible for maintaining user lists and document management in AHS and EHR SharePoint sites to support collaborative knowledge management as required by AHS and the EHR PMO.
  • Responsible for maintenance of Wireless Downtime Solution asset inventory and documentation.
  • Supports AHS and EHR teams with Asset Inventory, Comprehensive Testing, Project Planning, Troubleshooting, Impact and Risk Analysis, and Solution design.

Process and Project Management:

  • Self-manages time and effort. Provides estimated time to complete work and estimated dates for delivery of assignments.
  • Assumes responsibility and demonstrates initiative.
  • Responsible for providing status on assigned tasks.
  • Works collaboratively and constructively with team members to achieve program goals.
  • Fosters positive communication and teamwork atmosphere.  Is respectful of all team members in verbal and written communications.
  • Demonstrates ability to balance multiple work streams and associated complexity while achieving program goals.

Change Management:

  • Follows departmental standards for analysis, design, configuration and testing regarding change control.
  • Communicates and document changes as per EHR Program procedures.
  • Monitors change after implementation to validate the change is working in the production environment as intended.
  • Acts as change agent to assist and support EHR customers to move from old to new solution sets.


  • Engages in activities to remain current as well as enhance technical skill level.
  • Provide evidence of on-going training activities; demonstrates proficiency in the required tools, systems and methodologies needed to perform the work.
  • Identifies own learning needs and obtains necessary education to meet requirements of position.
  • Assists with user EHR application training as needed to support AHS training requests.
  • eClinicalWorks certification or equivalent experience with the ability to complete eClinicalWorks training resulting in certification is required.


  • Follows program, departmental and municipal procedures and policies including, but not limited to safety, mandatory education, confidentiality, attendance, timely location/situation awareness, cost control, procurement, etc.
  • Facilitates a clean, safe, quiet and secure environment for all colleagues.
  • Maintains compliance with all expectations for professional integrity and personnel management including HFP employee policies and standards.
  • Reliably performs on-call and after-hours responsibilities as assigned.
  • Other duties as assigned.

Skills Required:

  • Proficiency in EHR system and companion product configuration, testing, troubleshooting, analysis, and first and second-level support functions.
  • Aptitude to learn and master new support tools and systems including support and help desk solutions.
  • Ability to think critically and effectively apply problem-solving techniques.
  • Good oral, written and graphical communication skills using email, EHR and applicable Microsoft software.
  • Attention to detail.
  • Ability to function and thrive in a dynamic, team-centric environment.
  • Knowledge of help desk software including SysAid.
  • Ability to create and interpret process and workflow diagrams.
  • Understanding of the Systems Development Life Cycle and how the SDLC is applied within the EHR PMO as it pertains to the EHR and related applications. 
  • Knowledge of Information Technology Infrastructure Library (ITIL), Microsoft Solutions Framework (MSF), Microsoft Operations Framework (MOF) or other related IT governance methodology a plus.

Education and Experience:

  • Bachelor’s Degree in Health Information Systems, Business,  or a related domain experience.
  • 5+ years experience with progressive responsibility in a related field.
  • Experience working in the public sector preferred.
  • Knowledge of eClinicalWorks in an ambulatory environment preferred, certification a plus.
  • Knowledge of HIPAA, previous training and\or certification preferred.
  • Demonstrated ability to work independently.
  • Knowledge of basic computer troubleshooting with Windows operating systems, hardware,  software and networking a plus.
  • Demonstrated proficiency in Microsoft Office; Intermediate to advanced proficiency in Excel, particularly data analysis tools such as pivot tables.  Experience with SQL or IBM Cognos a plus.

Physical and Environmental Capabilities:

  • Ability to perform productive work in patient and non-patient areas including health facilities, office cubicle environment, conference room, remote incident command center and other locations as required.
  • Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading.
  • Ability to perform repetitive motions of the wrists, hands, and/or fingers such as operating a keyboard, mouse and other computer inputs.
  • Ability to receive detailed information through direct oral communication and teleconference, and make fine discriminations in sound.
  • Ability to travel between city locations as needed for meetings, troubleshooting, monitoring, etc.
  • Ability to lift up to 20 pounds.
  • Ability to climb 3 flights of stairs in case of elevator outage.

Essential Functions (E):

  • As per “Duties and Responsibilities” above.

Background Checks Required:

  • Criminal:  Yes
  • FBI: Yes
  • Child Abuse: Yes

Boundary of Authority:

  • Reports to:  Electronic Health Records Program Management Office (EHR PMO) Operations Manager
  • Supervises: None
  • Internal Contacts: EHR team and related internal stakeholders including users, Training & Support Team, Technical Support Team, AHS administration/management
  • External Contacts: Related external stakeholders including vendor technical analysts and support personnel


The Health Federation of Philadelphia (HFP) reserves the right to modify, interpret, or apply this job description in any way the Company desires. The above Statements are intended to describe the general nature and level of work being performed by an employee assigned to this position. This job description in no way implies that these are the only duties, including essential duties, responsibilities and/or skills to be performed by the employee occupying this position. This job description is not an employment contract, implied, or otherwise. The employment relationship remains “at will”. The aforementioned job requirements are subject to change to reasonably accommodate qualified disabled individuals.

The Health Federation of Philadelphia (HFP) is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or preference, marital status or any classification protected by federal, state or local law.