EPIC Support Analyst (69492)

Department: IT Department

Position:  EPIC Support Analyst

Employee Category:  Exempt

Reporting Relationship:  Epic Application Manager

Character Qualities:

• Discretion- Recognizing and avoiding words, actions, and attitudes that could bring undesirable consequences.
• Responsibility- Knowing and doing what is expected of me.
• Alertness — Being aware of what is taking place around me so I can have the right responses.
• Dependability — Fulfilling what I consented to do, even if it means unexpected sacrifice.
• Sensitivity — Using my senses to perceive the true attitudes and emotions of others.

Summary of Duties and Responsibilities:

The EPIC Support Analyst possesses a deep understanding of Epic and health center operations. The EPIC Support Analyst ensures the initial as well as ongoing education and coaching in various areas of EPIC via bootcamps, webinars, workshops, and one on one trainings.

Primary Duties and Responsibilities: 

1. Maintains updated and ongoing knowledge in designated EPIC areas.
2. Plans, coordinates, facilitates, and evaluates learning sessions/trainings for members in collaboration with project partners including curriculum design, agenda setting, and trainer identification.
3. Designs, develops, and maintains EPIC program content and materials.
4. Supports planning and coordination of the EPIC program and its activities.
5. Serves as a partner and coach, identifying new ways to support staff members.
6. Consults with other staff members to create and implement EPIC structure in their health center.
7. Observes, evaluates, and develops support plans for individual members as needed.
8. Delivers training via multiple modalities, including in-person onsite consultations, one-on-one, group setting, virtually and by phone.
9. Responsible for creating, developing, and maintaining the course curricula, associated training materials, the design, build, and testing of training environments for the Epic application.
10. Develops a strong understanding of the Epic application(s).
11. Instructs classes in formal instructor-led training sessions
12. Provides individualized support and hands-on training to learners as requested.
13. Offers workflow support to members and staff.
14. Provides support for other applications used within the business unit.
15. Understands User requirements.
16. Creates end user tip sheets as identified by users.
17. Coordinates all testing phases of associated applications during implements, fixes, and upgrades.
18. Develops strong relationships with end user communities, customers, and business partners.
19. Utilizes best practices for use withing the organization
20. Serves as a resource for members on key content areas – connecting members with the tools and resources they need to reach health center goals.
21. Builds strong relationships with core customer base (nurses, physicians, revenue cycle, health information management, core team members, etc.)
22. Reviews and maintains Error Workqueues and InBasket Errors.
23. Assists in the coordination of member consultations, including planning meeting logistics, communicating with members, preparing content for meetings, and coordinating follow-up.
24. Assists in development of evaluation methods to assess program strengths and identify areas of improvement.
25. Ensures goals are met in areas including customer satisfaction, safety, quality, and team member performance.
26. Implements and manages changes and interventions to ensure program goals are achieved.
27. Supports program growth and development.
28. Supports Variety Care’s accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable.  Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs.
29. Embodies the strength of personal character.  Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment.  Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.
30. Performs other duties as assigned.

Essential Functions:

1. Able to lift 30-50 pounds.
2. Able to drive between and to all satellite centers upon notice or need.

Requirements, Special Skills or Knowledge: 

1. High School Diploma or GED.
2. One year of Epic experience in similar or relevant role.
3. Possess workflow knowledge.
4. Strong understanding of health center operations.

Preferred Requirements, Special Skills or Knowledge: 

1. EPIC Certification or EPIC Proficiency Certification.
2. Three years of Epic experience in similar or relevant role
3. Experience in or with a Federally Qualified Health Center (FQHC).
4. Superb verbal and written communication skills.
5. Excellent writing skills for correspondence, summary, and progress reports, editing.
6. Ability to work professionally with all levels of leadership.
7. Ability to multi-task and prioritize, work autonomously, establish timelines, and meet deadlines.
8. Excellent time-management and organizational skills, coordinating multiple tasks, events, and project timelines.
9. Excellent administrative skills.
10. Detail oriented and efficient.
11.  Work well in a team environment and can generate solutions to issues as they arise.