• Analyst

    COOLSOFT (Richmond, VA)


    Analyst

     

    (Jobs in Richmond, VA)

     

    Requirement id 155371

     

    Job title Analyst

     

    Job location in Richmond, VA

     

    Skills required Application Support Experience., TroubleShooting Skills, Customer Service,

     

    Open Date 03-Oct-2025

     

    Close Date

     

    Job type Contract

     

    Duration 9 Months

     

    Compensation DOE

     

    Status requirement ---

     

    Job interview type ---

     

    Email Recruiter:coolsoft

     

    Job Description Analyst: Application Support Experience., TroubleShooting Skills, Customer Service,

     

    Start Date :10/13/2025

     

    End Date :06/30/2026

     

    Submission Deadline :10/8/2025

     

    Client Info: VDH

    Note:

    * Agency Interview Type : Both Phone and In Person

    * Hybrid

    Description :

    The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR related areas. This position will provide technical expertise to the end users, help troubleshoot issues and configuring settings among other functions.

     

    The EHR Application Support Specialist provides Tier 1 support to all EHR end users on EHR related areas. This position will provide technical expertise to the end users, help maintain EHR related activities including troubleshooting issues, configuring settings and setup users among other functions.

     

    The EHR EU Support Specialist is responsible for providing Tier 1 (first call resolution) support to all EHR end-users EHR-related clinical and patient accounting applications.

     

    This role plays a vital role in supporting the successful implementation and sustainment phases of the VDH Electronic Health Record initiative and help ensures deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.

     

    Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.

     

    Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.

     

    Must understand VDH Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.

     

    Acquires and maintains a general and clinical knowledge of client and related software applications.

     

    Attends professional development training as instructed.

     

    Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.

     

    Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each VDH facility

     

    Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation

     

    Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance

     

    Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations

     

    Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors

     

    Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts

     

    Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment

     

    Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support

     

    Site Health Dashboards and associated metrics to monitor performance and identify potential issues

     

    Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams

    Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges

    Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

     

    Call502-379-4456 Ext 100for more details. Please provide Requirement id: 155371 while calling.

     

    EOE Protected Veterans/Disability