"Enhanced Clinical Support Specialist 2"

Overview

Working under the general direction of the Manager, the ECS II acts as the primary liaison to the customer for Epic support. Works on complex analytical and integrated issues to resolve end user issues. Supports the development, enhancement, and implementation of Epic. The Support analyst will create documentation and develop a knowledge base for Epic features and support inquiries. The support analyst will work independently and communicate with other support staff and end-users.

Required Skills and Abilities

1. Ability to work independently and meet deadlines with minimal supervision and ability to deal with simultaneous tasks, communicate effectively, problem solve, and develop creative solutions to complex problems required.
2. Strong organizational, problem-solving, and listening skills, attention to detail, innovative thinking, and the ability to inspire others are required.
3. Must possess high customer service skills and be a strong, collaborative team player.
4. Working knowledge or experience in Microsoft Office tools and an understanding of computer system capabilities to address process requirements required.

Preferred Skills and Abilities

Three years of clinical experience.

Principal Responsibilities

1. Maintains strong Epic Application Knowledge. Attends team meetings to gain system concepts and functionality. Attends all required training to maintain skills and knowledge. Understands end user work flows. Develops an Epic knowledgebase. Troubleshoots end user Epic issues. Supports the development, enhancement, adoption, and implementation of the EMR. Provides classroom support for end user Epic Training (Credentialed Trainer).
2. Issues documentation by documenting all calls into call tracking application. Accountable for using Remedy for documentation of each call received. Identifies and escalates issues and is accountable for communication with end users and resolving end user queries. Maintains ownership of reported problems until resolved. Identifies Report trends to manager. Documents all troubleshooting steps in tracking tool. Meets department Service Levels. Thinks beyond scope of issue and works through issues independently. Understands the importance of being able to identify when to escalate issues to level 2 Epic analyst. Ability to discern between hardware issues and application issues and triage issues accordingly. identifying and escalating issues and maintaining ownership of issues until resolved. Is accountable for communication with end users and resolving end user queries.
3. Communicates effectively. Works with level 1 Help Desk and level 2 support staff to coordinate documentation and resolution of issues or requests for enhancements or optimization. Keeps end-users updated regarding status of reported issues. Provide both in person and phone support. Reports end user experiences to Epic Team. Accountable to work with the ITS Help Desk and Epic Trainers to maximize customer support and to relay trends for proactive training.
4. Demonstrates exceptional Customer Service. Works on complex analytical and integrated issues to address end user issues. Contributes to a positive work environment. Builds client relationships and departmental relationships. Follows up with end users and customers to insure issue resolution.
5. Performs all other job-related duties as required including Support of Application at the Manager's discretion.

Required Education and Experience

Bachelor's degree in Healthcare, Information Management or related clinical experience. More than 3 years in a Healthcare setting. Knowledge of clinical workflows, documentation and practice standards. Works on complex analytical and integrated issues to facilitate optimal adoption and use of the electronic health record and related tools/systems. Supports the adoption, development, enhancement, and implementation of the EMR. Experienced in supporting various clinical end users (Physicians, Nursing, Ancillaries and Remote Sites). Experience working with EMRs and other clinical information systems. Ability to work in direct customer service situations and adapt to various situations and urgencies. Experience in troubleshooting challenging problems and developing resolutions. Working knowledge of workflow assessment, analysis and design using Lean or similar methodologies. Experience in EpicCare Ambulatory or Inpatient is desirable. Or an equivalent combination of education and experience.

Physical Requirements

Travel to hospitals, practice sites and other customers as required.