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Epic Support Liaison II

2 months ago

Stratford, Connecticut, United States Yale New Haven Health Full time

Position Overview:
At Yale New Haven Health, we uphold a vision that resonates through our organization. Every team member is expected to embody our Mission and adhere to our core Values: integrity, patient-centered care, respect, accountability, and compassion. These principles guide our daily actions as professionals.

Under the general supervision of the Manager, this role serves as the main point of contact for Epic support. The specialist will tackle intricate analytical and integrated challenges to resolve end-user concerns. Additionally, this position supports the development, enhancement, and implementation of Epic systems. The analyst will be responsible for creating documentation and building a knowledge base for Epic functionalities and support inquiries. Independent work and effective communication with support staff and end-users are essential components of this role.

Key Responsibilities:

  • 1. Epic Application Expertise
    • 1.1 Participate in team meetings to understand system concepts and functionalities.
  • 2. Documentation of Issues
    • 2.1 Record all inquiries in the call tracking system.
  • 3. Effective 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 Excellence
    • 4.1 Address complex analytical and integrated issues to resolve end-user problems.
  • 5. Additional Duties
    • 5.1 Perform other job-related tasks as assigned, including application support at the Manager's discretion.

Qualifications:

Education:
Bachelor's degree in Healthcare, Information Management, or related clinical experience.

Experience:
A minimum of three years in a healthcare environment, with knowledge of clinical workflows, documentation, and practice standards. Experience in resolving complex analytical and integrated issues to facilitate optimal use of electronic health records and related systems. Proven ability to support various clinical end-users, including physicians, nursing staff, and ancillary services. Familiarity with EMRs and other clinical information systems is essential. Strong troubleshooting skills and the ability to develop effective solutions are required. Experience in workflow assessment and design using methodologies such as Lean is advantageous.

Special Skills:
Experience with EpicCare Ambulatory or Inpatient systems is preferred. Strong analytical and problem-solving abilities are essential. Exceptional verbal, listening, and interpersonal skills are required. Ability to manage multiple tasks and prioritize actions for quick problem resolution. Outstanding customer service skills are necessary. Must be capable of working independently or collaboratively within a team to foster a positive work environment. Ability to remain composed and focused in high-pressure situations is crucial. Flexibility in scheduling and willingness to travel to various locations within the health system is required. Proficiency in distinguishing between hardware and application issues and triaging accordingly is essential.

Physical Demands:
Travel to various healthcare facilities and practice sites as necessary.