EHR Business Analyst

PHMC's Mental Health Services division seeks an experienced EHR Business Analyst to serve as the operational and technical lead for our Qualifacts Credible Electronic Health Record platform. This role is ideal for someone who understands both the technology and the day-to-day realities of behavioral health services and can translate operational needs into effective EHR solutions. The successful candidate will partner with clinical, program, billing, compliance, and IT teams to optimize workflows, develop forms and reports, support users, improve data quality, and ensure the EHR effectively supports service delivery and reimbursement. Strong hands-on experience with the Qualifacts Credible system is highly preferred, including system management, workflow configuration, reporting, troubleshooting, and user support.

If you're a proactive problem-solver who enjoys improving systems, supporting staff, and helping behavioral health programs operate more effectively, we'd love to hear from you. Competitive salary and excellent benefits offered.

Role Type: Full-Time

Responsibilities:

• Serve as the primary Credible EHR support resource for assigned programs, departments, and subsidiaries.
• Manage and coordinate EHR-related tickets and issues with Qualifacts/Credible support in coordination with IT.
• Monitor ticket resolution and communicate status updates to program leadership and stakeholders.
• Design, develop, modify, test, and implement electronic forms and workflows within the Credible platform. Support form migration and standardization efforts across multiple domains and programs.
• Provide day-to-day application support and troubleshooting to end users. Create tickets with the IT Service Desk for user administration and concerns involving accounts, passwords, devices, printing, or connectivity.
• Partner with program leaders to identify opportunities to improve workflows and increase EHR utilization.
• Maintain and manage billing matrices to ensure accurate service authorization, billing, and reimbursement processes, including adding new payers/payment sources and updating rates, as necessary.
• Develop, modify, and maintain Business Intelligence (BI) reports and dashboards, or coordinate development efforts with the vendor when necessary.
• Ensure data integrity through routine review, testing, and quality assurance activities.
• Request and verify Credible user roles through IT's standard access process. Be responsible for regular review and updates of user access levels within Credible to ensure correct security settings for each user.
• Define and document role/position-based access levels and manage necessary changes through established IT processes.
• Manage business workflow changes resulting from system upgrades. Gather requirements, run user acceptance testing, and support program preparedness for upgrades coordinated through IT.
• Develop and deliver user training and educational materials related to EHR functionality and best practices.
• Collaborate with Quality, Compliance, Revenue Cycle, Clinical Operations, and Program Leadership to support organizational initiatives.
• Document system configurations, workflows, procedures, and support activities.
• Develop and maintain procedures to ensure correct client and employee status/designation (i.e., active, inactive, etc.).
• Monitor changes/updates/enhancements to Credible through participation in the Qualifacts knowledge community and support effective utilization of updates by end-users at the program level. Coordinate directly with the PHMC IT Infrastructure team to ensure updates, new modules, etc. are implemented according to infrastructure requirements.
• Participate in special projects and system implementation activities as assigned.
• Maintain ongoing coordination and collaboration with the PHMC Information Technology team.

Skills:

• Advanced knowledge of Electronic Health Record systems, preferably Credible by Qualifacts
• Strong understanding of behavioral health, healthcare operations, clinical documentation, and revenue cycle processes
• Knowledge of HIPAA, privacy, security, and healthcare compliance requirements
• Experience with workflow analysis, system optimization, and business process improvement
• General knowledge of user access management, security administration, and role-based permissions
• Strong analytical and problem-solving skills
• Ability to develop and interpret reports, dashboards, and data extracts
• Experience coordinating technical issues with software vendors and external support teams
• Excellent written and verbal communication skills
• Demonstrated ability to train, coach, and support end users
• Ability to translate technical information for non-technical users
• Strong project management and organizational skills
• Ability to work independently while managing multiple priorities and deadlines
• Ability to effectively manage “dotted-line” reporting relationships and work in partnership with multiple teams
• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Teams
• Preferred: Understanding of Medicaid, managed care, and healthcare billing processes

Qualifications:

• Bachelor's degree in Health Information Management, Information Technology, Healthcare Administration, Business Administration, Public Health, or a related field required (An equivalent combination of education, certification, and relevant experience may be considered.)
• Experience with form design, workflow configuration, reporting, and system administration
• Experience supporting multiple departments and collaborating with operational leadership
• Strongly Preferred: Three or more years of experience supporting Electronic Health Record systems in a healthcare, behavioral health, or human services environment
• Strongly Preferred: Experience administering or supporting the Credible EHR platform
• Preferred: Experience working with data reporting and Business Intelligence tools
• Preferred: Relevant certifications related to healthcare information systems, EHR administration, data analytics, or project management

PHMC is an Equal Opportunity and E-Verify Employer.