Electronic Health Records (EHR) Software and Health Information Specialist

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This role is a temporary contract. Term- 18 months

Job Description:

Primary Purpose

The Campus Wellness Administration team serves the University of Waterloo (UW) community by supporting Campus Wellness with effective, efficient, collaborative, client-focused administrative and technical service. The Electronic Health Record (EHR) Software Specialist and Health Information Specialist (the “Specialist”) functions as the System Administrator for the EHR software (Accuro) and provides leadership in privacy matters for the department. The Specialist is the subject matter expert for the EHR software and helps lead decisions for Campus Wellness in that area. The Specialist works closely with the Executive Director to manage health records, release of information requests, responses to privacy breaches, internal audits to detect privacy breaches, and is the department expert in all areas related to health records.

Key Accountabilities

EHR Systems Administration and Software Support

• Provide both Tier 1 and Tier 2 support for EHR software (Accuro) and its related tools (e.g., Medeo, HealthMail, Ocean, Cliniconex), including trouble shooting, user training and agency-wide communications.
• Maintain accurate user lists for invoicing, conduct regular audits, and collaborate with IT and Finance teams to ensure correct billing and account alignment.
• Monitor, log, and report EHR-related issues to identify trends, improve efficiency, and support system planning and enhancements.
• Manage EHR updates, feature requests, and system configurations by evaluating third-party tools and coordinating with vendors and internal stakeholders.
• Support clinical and administrative workflows by advising on best practices and maintaining a deep understanding of system use and integration.
• Design and manage forms and templates within the EHR, ensuring alignment with Campus Wellness branding, functionality, and up-to-date documentation.

EHR Security & Privacy Breaches

• Manage user roles and access permissions in the EHR to ensure compliance with privacy and security standards.
• Maintain up-to-date knowledge of legislation (e.g., PHIPA, FIPPA) and ensure all EHR procedures, training, and protocols align with legal and institutional requirements.
• Support the Executive Director, Campus Wellness to investigate and track privacy breaches using audit logs; provide technical expertise, document incidents, and produce required reports.
• Communicate to leadership as well as directly communicating to the affected patient(s) regarding a breach involving their PHI.
• Act as a consultant to staff on privacy-related issues, coordinate with Legal and Immigration Services on complex cases, and report to oversight bodies as needed.
• Monitor the privacy communication channel and report findings to leadership, supporting continuous improvement in data security and compliance.

EHR User Training

• Provide training for new and existing staff on the EHR system and related tools, tailored to specific roles and responsibilities.
• Develop and maintain diverse training materials and methods to support different learning styles and levels of computer proficiency (e.g., videos, manuals, online tools).
• Create and update “just in time” resources and knowledgebase content with current procedures and best practices.
• Deliver training on system navigation, login/security, customization, and program-specific tasks.
• Identify training gaps, coordinate refresher sessions, communicate system updates, and lead an annual review to gather user feedback and improve support.

EHR Reporting

• Develop expertise in reporting tools available through the EHR software; consult with CW users to determine where reports are needed.
• Develop and maintain ongoing and one-off reports to provide Campus Wellness stakeholders with data for analysis.

Technical Team Participation

• Provide Tier 1 and Tier 2 support for Campus Wellness IT systems, hardware, software, connectivity, and virtual tools, resolving issues onsite or remotely and escalating when necessary.
• Maintain and support over 200 computers and peripherals, ensuring functionality across all Campus Wellness locations.
• Handle onboarding/offboarding IT tasks, including training, account setup, and access management;
• Manage and update internal IT systems, databases, inventory, knowledgebase, and coordinate procurement and account sponsorships.
• Participate in technical and administrative meetings and working groups.
• Supervise Technical Support Assistant as needed.

Health Records Coordination for Campus Wellness

• Make recommendations to the Executive Director regarding gaps, changes, and/or compliance issues.
• Collaborate with relevant Campus Wellness roles to implement change management.
• Act as a resource for Campus Wellness privacy leadership to develop and maintain sound and consistent guidelines related to health information.
• Provide consultation to Campus Wellness staff wherever programs, services, and/or workflows are informed by privacy-related requirements (e.g., electronic communication, virtual care).
• Ensure new Campus Wellness staff members have appropriate privacy and confidentiality training.
• Ensure all Campus Wellness permanent and temporary staff review and sign Confidentiality Agreements.
• Manage patient requests to restrict access to or correct medical records, including maintaining and updating the associated request form, responding to initial inquiries, and sending forms for patient completion.

Release of information request coordination

• Develop and maintain mechanisms whereby all requests for release of information are tracked to facilitate internal and external reporting.

• Provide leadership for the coordination and collection of data related to release of information requests; compile required reporting (e.g., annual Office of the Information and Privacy Commissioner of Ontario reports).

• Compile and submit all required reporting to respective bodies and/or stakeholders.

Required Qualifications

Education

• Bachelor’s degree in Information Systems, Computer Science, or a related discipline together with relevant experience or a combination of education and experience deemed to be equivalent.
• Certified Health Information Management (CHIMA) designation preferred.

Experience

• 3+years of experience in access to information, data privacy, and protection of personal health information, preferably in a healthcare setting.
• 2+ years of experience as a software specialist supporting electronic health records systems, ideally Accuro, including training diverse users and providing second-tier technical support.
• Fluency with Ontario Privacy legislation related to release of information requests, privacy complaints, and breach investigation
• Experience working with multiple privacy/confidentiality guidelines, requirements from a range of sources (e.g., legislation, UW guidelines, professional regulatory bodies)
• Database reporting, form design, report development, or similar skills beneficial.

Knowledge/Skills/Abilities

• Demonstrated proficiency with EHR software and other health information technology preferred.
• Understanding of clinical workflows within an EHR software system, and within a typical multi-disciplinary healthcare setting beneficial.
• Strong problem-solving and troubleshooting skills.
• Superior skills, and a passion for, customer service.
• High level computer proficiency and efficiency, specifically with Microsoft Windows and related software.
• Effective time management, logical problem solving and analytical skills with demonstrated attention to detail.
• Clear and effective communication verbally and in writing, in person and online, with staff and clinicians at all levels.
• Excellent administrative skills including ability to organize and analyze data.

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.