Epic Technical Support Manager

2 days ago

Wilmington, United States ChristianaCare Full time

Applicants must be currently authorized to work in the United States. ChristianaCare will not sponsor applicants for this position for an employment visa now or in the future.

Why ChristianaCare

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of Love and Excellence and are passionate about delivering health, not just health care. Come join us at ChristianaCare

ChristianaCare, with Hospitals in Wilmington and Newark, DE, as well as Elkton, MD, is one of the largest health care providers in the Mid-Atlantic Region. Named one of "America's Best Hospitals by U.S. News & World Report, we have an excess of 1,100 beds between our hospitals and are committed to providing the best patient care in the region. We are proud to that Christiana Hospital, Wilmington Hospital, our Ambulatory Services, and HomeHealth have all received ANCC Magnet Recognition .

ChristianaCare Offers

  • Medical, Dental, Vision, Life Insurance, etc.

  • Two retirement planning offerings, including 403(b) with company contributions.

  • Generous paid time off with annual roll-over and opportunities to cash out.

  • 12-week paid parental leave

  • Tuition assistance

  • Incredible Work/Life benefits including annual membership to access to backup care services for dependents through retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more

Why Epic

The electronic health record (EHR) is foundational to the care we provide because it centralizes patient information, enabling informed decision-making and seamless care coordination. The EHR supports our ability to deliver high-quality, equitable, accessible care.

ChristianaCare is excited to transition from Cerner to Epic as the EHR across our sites of care

This role is a HYBRID position requiring frequent on-site work. Must be within a commutable distance.

Epic certification preferred; if not certified, must become Epic certified within 3 weeks of completing the mandatory Epic training sessions.

Must be available to travel for Epic training the week of 3/31/2025.

Education and Experience Requirements:

  • Bachelor's degree in a related field (e.g., Healthcare Administration, Information Technology, Business Administration, or a related field).

  • Advanced degree (e.g., Master's in Healthcare Administration, MBA, or related field) is preferred.

  • 5-7 years of experience with Epic systems or similar EHR platforms and ODB administration, HDA, WSSA, Clarity, and Caboodle.

  • Minimum of 3 years of experience in a lead or supervisory role managing a team of analysts.

  • Following certifications and trainings preferred for external candidates.

  • Epic Operational Database Administrator Training
  • Epic Client Systems Administration Certification
  • Epic Client Systems Administration Hyperspace Certification
  • Epic Certification in Caboodle Development for Clarity Data and Non- Epic Data

Primary Function:

The primary function of the Technical Support manager is to oversee the implementation of the Epic system for various technical support areas within Epic including ODB admin, HDA, WSSA, Clarity and Caboodle. This role involves coordinating and communicating with various stakeholders, managing the scope, schedule, and quality of the project, and ensuring that the system meets the organization's business needs. The manager will work closely with the project director, other managers, and Epic representatives to guide workflow design, build and test the system, and troubleshoot issues. The role includes exposure to areas such as ODB administration, HDA, WSSA, Clarity, and Caboodle.

Principal Duties and Responsibilities:

  • Oversee the implementation and integration of technical support areas including ODB admin, HDA, WSSA, Clarity, and Caboodle

  • Maintain the scope, schedule, and quality of the technical support project

  • Set clear expectations for team members and define their roles at each project phase

  • Work closely with the project director and other project managers to coordinate activities

  • Advise and coach team members on project issues, key success factors, and lessons learned

  • Reinforce the importance of the technical support project with executives and the project director, providing consistent communication to the project team

  • Organize resources within the organization and motivate the team

  • Appropriately match team member skills to team responsibilities

  • Manage the technical support project from an organizational perspective while attending to detailed tasks

  • Serve as a support contact for technical areas

  • Identify and solve issues related to ODB admin, HDA, WSSA, Clarity, and Caboodle

  • Guide workflow design, build and test technical solutions, and analyze technical issues associated with Epic software

  • Act as a liaison between organizational needs and Epic implementation staff

  • Maintain regular communication with Epic representatives, including participating in weekly project team meetings

  • Work with Epic representatives, the organization's business community, and end users to ensure the technical support system meets the organization's business needs regarding project work and timeline

  • Develop an understanding of operational needs to set the direction for the organization's technical workflows

  • Participate in training and work with end users to ensure effective use of technical support tools

  • Review the status of technical support projects and issues on an ongoing basis with leadership

  • Hold weekly communications with team members to discuss the status of work, shared issues, end-user concerns, budget, and upcoming achievements

  • Own integrated efforts that span multiple technical applications such as ODB admin, HDA, WSSA, Clarity, and Caboodle

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