Ambulatory Epic Trainer

About the role

The Epic Trainer (ET) serves as an expert for Epic workflows and is responsible for conducting one-on-one and classroom training for clinical and non-clinical end users. The ET provides ongoing training, assists end users with Epic training-related questions, and serves as a point of contact. They work closely with the Epic team to achieve training goals, maintain service relationships between the Health Informatics Training department and its customers, and act as a liaison to other departments. The ET must live in the DFW area and be able to travel to Methodist hospitals and affiliated clinics for training and support. This role supports the mission, vision, values, and strategic goals of Methodist Health System.

Requirements

• Education: Bachelor’s degree in healthcare informatics, nursing, or a related field preferred; equivalent work experience in healthcare may replace the educational requirement.
• Credentials: Credentialed in an Epic Application Module preferred; otherwise, credentialed in a primary Epic Application within the first three months.
• Licenses and/or Certifications: Licensure as a Registered Nurse preferred; if licensed, maintains current licensure.
• Work Experience: 1+ years of Epic Trainer experience highly preferred.

Responsibilities

• Conduct one-on-one and classroom training sessions for new and existing end users, delivered in person and via Zoom.
• Adapt training methods to accommodate different learning styles, experience levels, and technical proficiency.
• Schedule and deliver Epic desktop and mobile application training and personalization sessions for newly onboarding providers as well as existing providers and Epic users to optimize system use and workflow efficiency.
• Provide go-live support for new Methodist Health System (MHS) hospitals and MMG clinics to ensure a smooth Epic implementation and transition for end users.
• Provide at-the-elbow (ATE) support for new providers, offering real-time guidance and troubleshooting to assist with Epic workflows and system adoption.
• Provide ongoing support to end users, answering questions, troubleshooting issues, and addressing concerns related to Epic software.
• Manage multiple tasks simultaneously, balancing priorities, deadlines, and time.
• Participate in the implementation of system infrastructure changes (change control, system upgrades, copy/restore events, application of service packs, downtimes).
• Present demonstrations of new functionalities within applications to peers and end users.
• Adhere to the deployment of changes and readiness in support of work efforts following defined MHS Change Control workflows.
• Collaborate with the training team and review education prior to the deployment of new builds, changes, and/or upgrade features.
• Triage, assign, monitor, and work incidents and service requests to resolution. Initiate and coordinate troubleshooting with team members and peers for known issues and provide timely, effective, and professional customer support.
• Provide application troubleshooting support in Cherwell. Resolve issues or forward them to the correct group for remediation.
• Continually assess educational needs of self in relation to technology solutions. Plan and contribute to formal and informal education for self.
• Perform all other related duties as assigned.

Qualifications

• Previous informatics experience and experience with training during Epic implementation preferred.
• Routinely round and support assigned hospital/clinic regions.
• Continually assess educational needs and provide additional training based on hospital/clinic rounding, Signal data, and results shared from Epic’s productivity reports.
• Experience facilitating classroom and one-on-one learning in a clinical setting preferred.
• Excellent written, oral, instructional, presentation, and interpersonal skills focused on motivation and a positive attitude.
• Highly self-motivated, directed, and change-oriented with a very strong customer orientation.
• Ability to analyze highly complex systems and workflows.
• Ability to conceptualize, plan, organize, coordinate, and manage assigned work within the department.
• Ability to communicate concepts clearly and concisely to management and cross-functional teams verbally, in writing, and through visual aids when appropriate.
• Ability to manage assigned tasks and activities with intended outcomes and timelines.
• Ability to use appropriate interpersonal skills to exchange information professionally with coworkers and clients.
• Ability to develop new skills and collaborate to build consensus with stakeholders.
• Ability to understand and adhere to operational standards, policies, and procedures.
• Ability to identify risks and issues and report them to the Team Lead, Manager, or Director in a timely manner with resolution or recommendations.
• Ability to identify and recommend solutions for new and unfamiliar challenges.
• Ability to analyze data, draw conclusions, and interpret results.
• Familiar with current issues and trends in healthcare and clinical operations in a healthcare system.
• Healthcare knowledge base that promotes a high level of credibility with organization end users and executives.
• Knowledge of Epic software as well as other information systems, clinical software, and computer applications used in a healthcare setting.
• Demonstrates basic knowledge of change management principles and teamwork.
• Proficient in Microsoft software (Outlook, SharePoint, PowerPoint, Word, Excel, etc.).