Job description

Responsibilities

Job Duties
Client Interaction: Act as the primary support contact and coordinates all questions and issues that arise for the applications they support. Resolves tickets in a timely fashion and achieves high scores on customer feedback.
Change Control: Establishes and manages change control procedures for the application supported. Prioritize and implement changes requested for the system.
Primary Support: Participate in providing 24 hour coverage for system users. Coverage includes troubleshooting issues, answering questions from users, and resolving system issues, thus promoting and maintaining optimal usage of the system.
System Build: Analyze new functionality in software releases to determine whether or how new functionality will be utilized. Coordinate software updates and changes with users. Successfully reviews documentation to understand requirements of the build and to work with vendor as needed to ensure successful implementation of solutions.
Business Relationship: Manage the business relationship with the customer/stakeholder to evaluate, plan, and develop/re-engineer current or new system functionality to enhance system performance and the health systems operations. Participates in the interdisciplinary discussion and brainstorming events to develop new functionality/workflows to implement new enhancements requested by the business. Maintaining an in-depth knowledge of new functionality and the resources to obtain knowledge about additional functionality which requires detailed study and thorough understanding of the new functions.
Project Participation/Completion: Participates in projects as assigned by manager/director. Works independently to complete work in established timelines. Utilizes project management methodology to assist in developing project tasks and work closely with project manager to resolve issues, remove barriers and avoid delays and surprises.
Internal Procedures: Develop and document internal procedures.
Assist with Training: Assist with the review of training materials for end user training.
Mentoring: Serves as a department resource and mentor.
Performs other duties as assigned.
Qualifications

Education, Credentials, Licenses:
Bachelor degree.

Bachelor degree requirement can be waived if the candidate has four or more years of certification and experience supporting the applicable application.

Specialized Knowledge:
Strong communication and follow-up skills. Familiarity with processes in clinical or financial departments. Detail oriented, experience researching business needs, troubleshoot issues, and capacity to re-engineer the system to meet the business needs.

Kind and Length of Experience:
Four years’ of certified Epic experience supporting an Epic or other applicable application.
DESIRABLE

Bachelor degree in field related to Business, Computer Science, or Healthcare and current certification for one or more application modules.

Extensive knowledge of healthcare information systems.

Greater than four years of certified Epic experience supporting an Epic application.

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