EPIC Support Analyst (ESA)

The EPIC Support Specialist is the point of contact for OCHIN EPIC end user support. Under the general supervision of the Director of Information Technology, the primary role of the EPIC Support Analyst is to function as an OCHIN EPIC system expert. The EPIC Support Analyst will participate in EPIC- / OCHIN-related meetings; facilitate EPIC training sessions for both new hires and end-users; analyze system workflows; assist with system build; provide testing support, troubleshooting, and issue resolution; and maintain member-managed components for the Epic software. The EPIC Support Analyst will play a key role in Quality Improvement (QI) efforts by ensuring that end users are following clinical processes when delivering high-quality patient care.

This position is full-time, typically Monday-Friday, 8:00am-5:00pm with periodic Saturday hours.

About Us:

Tiburcio Vasquez Health Center is a non-profit community health center that is dedicated to promoting the health and well-being of our community by providing accessible, high quality care by integrating primary care, dental care, WIC support, mental health counseling, community health education and more.

Compensation: $65,000 - $85,000, depending on experience.

Responsibilities:

End User Training and Support

• Develop tailored training curriculum (i.e. plans, materials) for processes and functionalities of OCHIN Epic, the agency’s electronic health record. Update materials to reflect current practice and workflows.
• Coordinate and lead trainings for end users, using the application’s training environment.
• Deliver EHR training to new hires.
• Provide support for users through the Learning Management System (i.e. Ella).
• Train and support Epic “super users” within each functional area of the agency.
• Participate as a key member of the clinic’s implementation team to understand workflows, provide input in configuration / design, share considerations for policy development, and assist with project coordination and site readiness.
• Support the testing and implementation of Epic applications through the application’s training environment.
• Provide direct site support when successfully implementing Epic applications.
• Provide guidance on recommended best practices for system use.

Ongoing Support

• Provide daily support to Epic application users through troubleshooting, coaching, and consulting. Identify, assess, and troubleshoot application and equipment issues as they arise, owning the problems and seeing them through to full resolution. Research and resolve end user questions regarding Epic applications.
• Refer issues that require additional assistance to the member’s IT / Help Desk or OCHIN’s Help Desk (i.e. JIRA), including technical and workflow information necessary to resolve the issue. Communicate resolution to end user when completed.

Manage EPIC-related tasks:

• Work queue

• System audits on end-user usage
• Duplicate record merges
• Assist with maintaining and modifying the Provider Master File, webtools accounts, user security templates, and preference lists, within the Epic system.

System Enhancement and Best Practices:

• Requests for additional system-level charting tools from the review process through follow-up communication to users. Coach the user through creating respective SmartPhrases.
• Develop and create additional workflows, as needed.
• Develop, maintain, and update application resource documents.
• Collaborate with OCHIN when implementing new Epic Practice Management (PM) and EMR features and upgrades. Test features and upgrades to ensure readiness for implementation. Communicate to end users.
• Understand eligibility clerk (dental and medical) insurance verification workflow to ensure workflow efficiencies
• Support Dexis digital x-ray and troubleshooting.
• Support TVHC clinic sites and broadcast EPIC alerts to all staff.

Requirements

• Highschool Diploma (or G.E.D) required; AA preferred.
• Minimum three (3) years of experience with an electronic healthcare system in a support, training, or administrative role.
• Experience with training clinical support staff required.
• Experience with troubleshooting an electronic healthcare system required.

Qualifications

• Excellent written and verbal communication skills required.
• Demonstrated ability to initiate and complete work without direct supervision.
• Willingness and ability to work some evenings and weekends, as needed.
• Ability to travel to designated locations as required by supervisor.

Benefits

We offer excellent benefits including: medical (100% paid co-payments, premiums, etc.), dental, vision (including dependent and domestic partner coverage), generous paid leave benefits including holidays, Flexible Spending Accounts, retirement plans with an Employer match, tuition reimbursement, monthly treats, pet insurance, and more.