Current Department Employees: EHR Application Support Analyst

Bargaining Unit: EA

About the role

The EHR Application Support Analyst offers in-depth expertise on the functionality of EHR solutions, primarily EPIC, and possesses a thorough understanding of end-user workflows and the specific needs of various departments. This role involves developing and delivering comprehensive training programs, including refresher courses, efficiency training, new employee onboarding, and training for system upgrades. The analyst plays a critical role in supporting the implementation of existing and future EHR systems and modules, as well as managing system conversions as they relate to a community connect health system. By ensuring that healthcare staff are well-trained and operational workflows are effectively implemented, the EHR Application Support Analyst helps maintain the smooth operation and desired performance of EHR utilization within the organization.

Responsibilities

• Primary point of contact for assigned Ambulatory Clinics; understand their processes and workflows and have advanced knowledge of their applications
• Advanced knowledge of EPIC Ambulatory module
• Cross-train to support other Epic modules including Orders
• Cross-train to support Cancer Center EMR
• Provide expertise on application functionality
• Participate in workflow testing during system upgrades
• Maintain documentation on system processes and procedures
• Stay current with new application functionality and enhancements
• Provide a role-based training program
• Train and assess end-user proficiency
• Create and maintain training materials
• Maintain training policy and procedure documentation
• Perform data auditing and validation to ensure accuracy of system data
• Provide customer service to users and troubleshoot application/system issues
• Communicate and resolve system issues to maximize system potential
• Participate in cross-functional work teams and work with a variety of customers to identify functional needs and solutions
• Document and report system issues through internal chain of command; communicate with vendor where appropriate
• Maintain and develop professional skills through training (both hospital-provided and self-directed)
• Demonstrate high standards in HIPAA privacy practices
• Job duties require access to and availability of PHI on a daily basis
• Demonstrate System Values in performance and behavior
• Comply with System policies and procedures
• Other duties as may be assigned

Qualifications

Education & Experience

• Associate's Degree in IT and/or Healthcare, or 1–2 years relevant experience

Required Certifications

• Credentialed in Epic Ambulatory within 3 months of hire

Required Skills & Abilities

• Strong interpersonal and communication skills (verbal and written) to build relationships with clinic staff and stakeholders
• Strong organizational skills to manage multiple tasks and projects efficiently
• Ability to multi-task and juggle various responsibilities without compromising quality
• Excellent problem-solving skills to identify issues, develop solutions, and implement them effectively
• Self-starter and motivator who takes initiative and works without constant supervision
• Willingness to address issues, take ownership, and escalate matters appropriately
• Ability to understand and document business processes accurately
• Capable of process redesign, facilitating change, and improving clinic workflows
• Collaboration with diverse staff including providers, nurses, medical assistants, administration, and non-clinical personnel
• Knowledge of clinical workflows and practices
• Strong EPIC Healthcare Applications experience
• Experience with data platforms for data auditing, validation, and ensuring system data accuracy

Preferred Qualifications

• Proven track record of producing high-quality deliverables on time with ownership and accountability
• Experience with ticketing systems for managing and resolving support requests

Pay

$42.25/hour + DOE