EHR User Support Specialist - not remote eligible

Quality Assurance Santo Domingo, New Mexico


Kewa Pueblo Health Corporation

PO Box 559  •  85 West Highway 22  §  Santo Domingo, NM 87052  §  (505) 465-3060 P  §  (505) 465-1191 F



Electronic Health Record (EHR) User Support Specialist


Reports to:Director of QA/QI

FLSA Status:Exempt

Type of Position:Full-Time

Revised Date:05/22/2024




The Kewa Pueblo Health Corporation (KPHC) is established for the purposes of carrying out the vision and mission of the Santo Domingo Health Center (SDHC). The MISSION of KPHC is:  “ENSURING HEALTH & WELLNESS THROUGH EXCELLENCE IN HEALTHCARE WITH RESPECT FOR CULTURE” and the VISION OF KPHC is:  “HEALTHY PEOPLE, HEALTHY COMMUNITY, and HEALTHY LIFESTYLE”.




Reporting to the Quality Assurance/Quality Improvement Director, the Electronic Health Record (EHR) Support Specialist provides technical support to end-users of the EHR system via phone, remote access, and/or in-person.  The EHR Support Specialist assists with resolution to system issues as needed, provides various types of technical expertise while assisting with the efficient and uninterrupted use of the EHR system in accordance with policies and procedures, along with Federal and State laws and regulations such as HIPAA. This position is responsible for training end users on the EHR and running data reports as requested




In performance of their respective tasks and duties all employees of the Kewa Pueblo Health Center are expected to conform to the following:

  • Uphold all principles of confidentiality and patient care to the fullest extent.
  • Adhere to all professional and ethical behavior standards of the healthcare industry.
  • Interact in an honest, trustworthy and dependable manner with patients, employees and vendors.
  • Possess cultural awareness and sensitivity.
  • Maintain a current insurable driver’s license.
  • Comply with all Kewa Pueblo Health Corporation and Santo Domingo Health Center policies and procedures, as well.
  • This is an in-office/onsite M-F position with no remote work at this time.



  1. Provide explanations and instructions about various EHR topics to non-system staff members in clear and understandable terms.
  2. Effectively and diplomatically communicate within and across teams, departments, and organizations.
  3. Demonstrate and be a champion of exemplary customer service with end-users and team members, even when others are stressed or frustrated with technology.
  4. Foster a team environment and incorporate teamwork into all work elements.
  5. In a timely manner, capture, track, and solve level 1 and 2 help requests.  Escalate level 3 help requests to NextGen Support, Clinical Applications Coordinator, and/or server and network administrators, as appropriate.
  6. Prioritize, coordinate, expedite, and escalate help requests for the help desk team, balancing workload, skills, personnel development, quality, service levels, and end-user needs/expectations.
  7. Assist with monitoring help requests, analyze trends, track quality, and recommend proactive changes.
  8. Present and conduct end-user training in a classroom, small group, and/or one-on-one setting.
  9. Develop and revise job aids for clinical and non-clinical end-users and EMR system administrators.
  10. Work on assigned special projects (related to EHR system training).
  11. Coordinate with vendors and other Information Technology team members, as appropriate. 
  12. Assist the Information Technology team with time-sensitive installations and/or upgrades, if needed.
  13. Securely create, update, and deactivate/terminate user accounts.
  14. Support administrative, clinical, and non-clinical users on-site and remotely, as needed.
  15. Assists with ensuring secure, reliable access to data by users according to company standards/permissions and industry regulations while protecting data from risks.
  16. Maintains working knowledge of the EHR and supported sub-systems.
  17. Support EHR data quality and integrity (by educating end-users and assisting with proper system configurations).
  18. Perform other duties as assigned. 
  19. Maintains confidentiality when exposed to proprietary information that is not common knowledge.






  • Associates Degree from an accredited college or university required.



  • Experience working with a healthcare provider/facility, in an ambulatory health care environment, preferably two (2) years.
  • Three (3) years of general electronic medical record (EMR)/EHR system and practice management (PM) system experience (ideally: NextGen).
  • Must have a good working knowledge of Microsoft Windows, Microsoft Office, and an EMR/EHR system and practice management system (ideally: NextGen). 


Mandatory Knowledge, Skills and other qualifications:


  • Comprehensive knowledge of EMR/EHR and PM systems.
  • Comprehensive understanding of clinical workflow and healthcare-based information technology.
  • Knowledge of computer maintenance, software support, security, and support tickets.
  • Ability to work on multiple, concurrent, and complex projects.
  • Ability to provide a range of systems training and support activities for end-users.
  • Knowledge of Health Care Delivery Systems and HIPAA Security requirements.
  • Ability to communicate effectively in both oral and written English, to prepare accurate, concise, complete and informative written materials and to make effective presentations to small or large groups.
  • Ability to interact professionally and work productively with internal and external contacts, public, management and staff.
  • Excellent teamwork and collaboration skills.
  • Strong organizational skills and attention to detail.
  • Knowledge of performance monitoring and continuous improvement process principles.





  • Associates Degree from an accredited college or university required.
  • Bilingual skills in English and the Keres native language.
  • Prior experience working with Indian Health Services (IHS), a Tribe or Tribal organization.




The work environment characteristics described here are representative of those an employee encounters while performing the primary functions of this job. Normal office conditions exist, and the noise level in the work environment can vary from low to moderate. This position may be exposed to certain health risks that are inherent when working within a health center facility.




The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee may be required to frequently stand, walk, sit, bend, twist, talk and hear. There may be prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors and staff.




There are a number of deadlines associated with this position. The employee must also multi-task and interact with a wider variety of people on various and, at times, complicated issues. 




All employees must uphold all principles of confidentiality and patient care to the fullest extent. This position has access to sensitive information and a breach of these principles will be grounds for immediate termination.



Disclaimer:  The information on this position description has been designed to indicate the general nature and level of work performance by employees in this position.  It is not designed to contain, or be interpreted as, a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. Employees will be asked to perform other duties as needed.


 Salary Range:  $54,579.00 to $81,868.00