Epic specialist - Cleveland

Description:

Mission Statement:

They serve as advocates for all of those in our Northeast Ohio community, especially the most vulnerable.

Job Summary:

This position is responsible for supporting and training the EPIC application. The person should have a thorough knowledge of Health Center operations. Experience with EPIC as a Superuser, and a willingness to help understand workflows and improvements.

Task Responsibilities:

• Include but are not limited to:
• Provides role-specific EPIC access and training for new hires and existing staff.
• Resolves EHR problems, tests and communicates EHR updates and enhancements
• Manage EPIC Database
• Develops and documents new workflows and provides daily support to end users through troubleshooting and coaching.
• Coordinates implementation and role-specific training of new functionality, upgrades, and EHR-related clinical and administrative processes.
• Identify, assess, monitor and resolve application/equipment issues as they occur.
• Develops documentation templates and other content, in cooperation with key clinical leaders through workflow analysis and use of technical tools.
• Develops training materials and training plan for new process/functionalities of the EHR.
• Utilizes the support process to escalate issues that require additional assistance to the CAHC's IT Help Desk, OCHIN's Help Desk (JIRA), and the helpdesk at OCHIN.
• Maintains system setup such as creating new users in Epic, modifying settings for preference lists and SmartPhrases in Epic; and maintaining workstation and printer settings.
• Responds to internal Help Desk tickets, following through to an adequate resolution of the problem. Partners with the IT staff, EPIC and OCHIN to troubleshoot technical issues.
• Manages work queues, overdue results, refill error pool, scanning, indexing issues, error queues and ensure issues are resolved. Address error patterns with EPIC and end users, as appropriate.
• Attends appropriate clinic department meetings as Epic expert and as OCHIN liaison.
• Attends monthly OCHIN Site Specialist virtual meetings.
• Distribute information as needed to end users regarding EMR or workflow changes.
• Work collaboratively with clinical staff to brainstorm and manage requests for system improvements.
• Collaborates with EPIC to test new features and upgrades prior to implementation.
• Manages Epic Outlook mailbox and/or ticket requests by prioritizing and responding to staff requests.
• Opens and monitors JIRA support tickets.

Requirements:

Minimum Education and Experience: Required:

• Minimum of an associate degree and additional training in clinical Information Technology
• Minimum of 3 years' experience as an EPIC trainer and ESA Certification
• Experience as an EHR Support Analyst, trainer or similar role preferred.
• Current EHR Support Analyst Certification is preferred.
• Ability to create support documentation and education materials.

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