Health Information Specialist I

Electronic Health Record Support Specialist

The Electronic Health Record (EHR) Support Specialist is responsible for providing front-line technical support for hospital staff with a primary focus on resolving issues related to EHR systems and day-to-day IT operations. The EHR Support Specialist ensures system reliability and staff satisfaction by delivering timely effective support and training.

Essential Functions:Serve as the first point of contact for hospital staff experiencing issues with EHR systems. Provide technical support via phone, email, remote tools, or in-person assistance. Troubleshoot login/access issues, charting errors, printing problems, and system slowdowns in EHR platforms (Epic Cerner Meditech etc.). Assist in creating, modifying, and disabling user accounts, access rights, and security roles. Document all support requests, resolutions, and follow-up actions in the hospital's ticketing system. Monitor support tickets to ensure timely follow-up and closure according to service level expectations. Collaborate with clinical informatics and application support teams to resolve escalated EHR-related issues. Provide basic training and guidance to end-users on EHR use and best practices. Test basic system functions or updates to ensure applications are working properly after changes or patches. Ensure adherence to HIPAA and hospital IT security policies during all support activities. Perform other related tasks as needed.

Knowledge, Skills, and Abilities:Knowledge of Microsoft Windows, Office 365, and common networking concepts. Knowledge of ITIL or incident management best practices. Proficiency with remote access tools and ticketing systems. Strong communication and customer service skills. Solid organizational skills with the ability to manage multiple concurrent support tickets and tasks. Ability to remain composed and helpful under pressure in clinical or urgent situations. Ability to follow step-by-step troubleshooting methods to identify and resolve basic technical problems. Ability to carefully document support steps, outcomes, and follow-up tasks in a clear and organized way. Ability to explain technical information in a simple, helpful manner to non-technical users such as clinical or administrative staff. Ability to work well with others and stay flexible in a fast-paced and changing hospital environment. Ability to learn new systems and processes quickly and adjust to updates in hospital procedures or technologies. Willingness to work in a 24/7 hospital setting which may include shifts, weekends, or on-call support.

Education and Experience:High school diploma or GED. One (1) year of experience in an IT support or help desk role.

Benefits Offered:3 Medical Plans, 2 Dental Plans, 1 Vision Plan, Employee Assistance Program, Short and Long-Term Disability Insurance, Basic and Voluntary Life with AD&D Plan, 401(k) with a 2-year vesting, PTO + Holidays.

About Matrix Medical Network:

With nearly 25 years of experience delivering care to almost 1 million people across America, Matrix is the leading independent provider of comprehensive health assessments. We partner with your health plan to help you stay healthy by providing care in the convenience of your home or on a video call. Matrix provides a network of more than 3,000 licensed clinicians who take the time to listen to your health concerns and care for your physical, emotional, and spiritual needs. During your assessment, we'll provide personalized support and focused attention that may not be available during regular doctor visits.

Why Work at Townsen Memorial Health?

1. Growing Health System:

• Rapidly expanding across Houston with new facilities (ERs, surgery centers, specialty clinics).
• Provides opportunities for career advancement as the system grows.
• Advanced Facilities:
• Modern ERs, surgical centers, and specialty clinics with up-to-date equipment and technology.
• Focus on efficient workflows and shorter wait times, which makes the work environment smoother.

At Townsen Memorial Health System, you'll be part of a growing, physician-led hospital network that values your voice, supports your career growth, and offers a collaborative environment where patient care truly comes first.