Epic Aura Technical Support Specialist

6 days ago

Rochester, NY, United States GeneDx Full time

Epic Aura Technical Support Specialist

Are you passionate about healthcare technology and looking for an opportunity to make a real impact? As an Epic Aura Technical Support Specialist, you will be a crucial player in providing Level 1 support for Epic-integrated interfaces and workflows. You will be the first point of contact for client issues and inquiries, ensuring seamless communication and resolution of interface-related tickets.

The ideal candidate will possess foundational Epic knowledge, particularly in Bridges, Orders, or Results, along with a strong understanding of healthcare data workflows. Excellent communication skills are essential to successfully coordinate across teams, including Integration Analysts, Engineering, Implementation, and Customer Support.

Key Responsibilities:

  • Act as the primary contact for incoming interface support tickets and client inquiries related to Epic AURA and P2P integrations.
  • Monitor ticket queues (e.g., ServiceNow, Jira, or Salesforce) and triage issues appropriately.
  • Conduct initial investigations and validation of interface-related issues by reviewing HL7 message logs, error queues, and order/result message delivery.
  • Accurately escalate tickets requiring deeper analysis to Level 23 Epic Analysts or Engineering, providing detailed initial findings for efficient troubleshooting.
  • Maintain and track open tickets for timely follow-up and resolution, ensuring proactive communication with clients and internal stakeholders.
  • Document recurring issues, patterns, and trends to assist process improvement and enhance product stability.
  • Collaborate with Epic Analysts, Implementation Managers, and Engineering to ensure smooth transitions between go-live and ongoing support.
  • Support monitoring, reporting, and dashboarding to uphold SLAs and client satisfaction metrics.
  • Contribute to internal knowledge base documentation, support workflows, and training related to Epic integration processes.

Qualifications:

  • 2+ years of experience supporting Epic systems or healthcare interface operations.
  • Foundational understanding of Epic workflows and data exchange between Epic and external systems (orders, results, and interface messaging).
  • Strong customer service orientation with excellent written and verbal communication skills.
  • Proven ability to triage and troubleshoot complex systems and escalate as necessary.
  • Experience with Salesforce for ticket management is required; experience with Jira or ServiceNow is a plus.
  • Working knowledge of HL7 message review and troubleshooting.
  • Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
  • Demonstrated ability to collaborate effectively across both technical and non-technical teams.

Certifications:

  • Epic certification or demonstrated Epic proficiency is required (Bridges, Beaker, or related modules preferred).
  • Additional certifications (ITIL, CompTIA, or other support-related credentials) are advantageous.

Physical Demands:

  • Ability to stand, walk, and sit for extended periods.

Work Environment:

  • This position is primarily performed in a remote office setting.

Pay Transparency: Budgeted Range: $78,408 - $104,544 USD

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