Technical Support Analyst - EPIC

About the Company

ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions serve laboratories, ambulatory practices, hospitals and health systems, healthcare IT vendors, health plans, and other healthcare organizations with cutting-edge technologies and solutions that drive growth and interoperability strategies. ELLKAY remains true to core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to challenges in today’s data-rich world.

Responsibilities

• Support interfaces between Epic and external systems (labs, billing, HIEs, vendors), from within both ELLKAY’s integration engine and Epic Bridges.
• Triage, prioritize, and resolve support tickets in a timely manner.
• Participate in on-call rotation and provide after-hours support as needed.
• Escalate complex issues to development, infrastructure, or vendor teams.
• Analyze message failures, data discrepancies, and interface errors.
• Actively monitor work queue for proper severity process.
• Collaborate with cross-functional teams to implement fixes and enhancements.
• Perform routine health checks on interfaces and integration engines.
• Maintain logs, alerts, and monitoring dashboards to ensure system reliability.
• Support system upgrades, patches, and ongoing maintenance activities.
• Demonstrate strong functional understanding of client workflows and ensure solutions align with business and clinical goals.

Requirements

• Epic Bridges Certification.
• 2+ years of project management experience, including tracking and planning projects.
• 2+ years of experience in a hospital environment preferred.
• Strong knowledge of HL7, Epic Bridges, and EHR/PM interoperability.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Participate in on-call rotations, supporting critical production incidents and ensuring rapid resolution.

Benefits

• Comprehensive medical, dental, and vision benefits starting day one.
• Employer-paid Life and LTD insurance.
• 401k with matching (once eligibility is met).
• Work/life balance with flexible working hours.
• Paid Volunteer Program.
• Generous paid time off (PTO).
• Remote work options.
• Employee discounts.
• Parental leave.
• Gym membership or exercise class stipends.

ELLKAY operates as a hybrid workplace, offering flexibility in structuring time between in-office and remote work. Employees not within 40 miles of an office may be considered for remote work if their skills and experience strongly align with the role.