Epic Support Analyst II
2 weeks ago
Position Overview:
At Yale New Haven Health, we uphold a vision that emphasizes integrity, patient-centered care, respect, accountability, and compassion. Every team member is expected to embody these values in their daily professional conduct.
Under the supervision of the Manager, this role serves as the main point of contact for Epic support. The incumbent will tackle intricate analytical and integrated challenges to resolve end-user concerns. Additionally, the position involves contributing to the development, enhancement, and implementation of Epic systems. The Support Analyst will also be responsible for creating documentation and establishing a knowledge base for Epic functionalities and support inquiries. This role requires independent work and effective communication with other support personnel and end-users.
Key Responsibilities:
- 1. Epic Application Expertise
1.1 Participate in team meetings to acquire knowledge of system concepts and functionalities. - 2. Issue Documentation
2.1 Record all interactions in the call tracking system. - 3. Communication
3.1 Collaborate with level 1 Help Desk and level 2 support teams to ensure proper documentation and resolution of issues or enhancement requests. - 4. Customer Service
4.1 Address complex analytical and integrated issues to resolve end-user challenges. - 5. Additional Duties
5.1 Perform other job-related tasks as assigned, including application support as directed by management.
Qualifications:
Education:
Bachelor's degree in Healthcare, Information Management, or a related clinical field.
Experience:
A minimum of three years in a healthcare environment, with knowledge of clinical workflows, documentation, and practice standards. Experience in addressing complex analytical and integrated issues to promote optimal utilization of electronic health records and associated systems. Proven track record in supporting various clinical end-users, including physicians, nursing staff, and ancillary services. Familiarity with EMRs and other clinical information systems is essential. Ability to navigate direct customer service scenarios and adapt to diverse situations and urgencies. Experience in troubleshooting complex problems and formulating solutions. Understanding of workflow assessment, analysis, and design using methodologies such as Lean is preferred.
Special Skills:
Experience with EpicCare Ambulatory or Inpatient systems is advantageous. Strong analytical and problem-solving capabilities are required. Exceptional verbal, listening, and interpersonal skills are a must. Ability to manage multiple tasks and prioritize actions to swiftly resolve reported issues. Exemplary customer service skills are essential. Must be capable of working independently or collaboratively within a team to foster a positive work environment. Ability to maintain composure in stressful situations and remain focused. Willingness to work a flexible schedule and travel as necessary. Proficiency in distinguishing between hardware and application issues and triaging them accordingly.
Physical Demands:
Travel to various healthcare facilities and practice sites as needed.
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