EPIC Support Analyst I

Description:

The EPIC Support Analyst person is the point of contact for OCHIN EPIC end user Support. Under the general supervision of the Manager of Information Systems, the primary role of the EPIC Support Analyst is to function as an OCHIN EPIC system expert. The EPIC Support Analyst will participate in EPIC/OCHIN related meetings; facilitate EPIC training sessions for both new hires and end\-users; analyze system workflow; assist with system build; provide testing support, troubleshooting, and issue resolution; and maintain member\-managed components for Epic software. The EPIC Support Analyst will play a key role in Quality Improvement (QI) efforts by ensuring that end users are following clinical processes when delivering high\-quality patient care.

Schedule: This is a full\-time position, working 40 hours per week, typically Monday through Friday, with occasional Saturday hours.

About TVHC: Tiburcio Vasquez Health Center is a non\-profit community health center that is dedicated to promoting the health and well\-being of our community by providing accessible, high quality care by integrating primary care, dental care, WIC support, mental health counseling, community health education and more.

Benefits: We offer excellent benefits, including: medical (100% paid co\-payments, premiums, etc.), dental, vision (including dependent and domestic partner coverage), generous paid leave benefits including holidays, Flexible Spending Accounts, retirement plans with an Employer match, tuition reimbursement, monthly treats, pet insurance, and more.

Compensation: $29\.21 \- $33\.31 per hour, depending on experience

TVHC offers compensation ranges that are determined by a thorough market\-based analysis and are fully disclosed in accordance with California law. The pay for a selected candidate is determined by a variety of factors to ensure fair and equitable compensation. We are committed to providing a competitive compensation package that extends beyond base salary, designed to support the health, wealth, and career development of our employees.

Responsibilities:

End User Training and Support

• Responsible for developing and delivering tailored training curriculum (i.e. plans, materials) for processes and functionalities of OCHIN EPIC, the agency’s electronic health record. Update materials to reflect current practice and workflows.
• Coordinate and lead trainings for end users, using the application’s training environment.
• Deliver standard HER training to new hires.
• Provide support for users through the Learning Management System (i.e. Ella)
• Train and support Epic “super users” within each functional area of the agency.
• Participate as a key member of the clinic’s implementation team to understand workflows, provide input in configuration/design, share considerations for policy development, and assist with project coordination and site readiness.
• Support the testing and implementation of Epic applications through the application’s training environment.
• Provide direct site support when successfully implementing Epic Applications.
• Provide guidance on recommended best practiced for system use.
• Provide training and support to end\-users on utilizing Epic reporting tools and interpreting report effectively.

Ongoing Support

• Provide daily support to Epic applications users through troubleshooting, coaching, and consulting. Identify, assess, and troubleshoot application and equipment issues as they arise, owning the problems and seeing them through to full resolution. Research and resolve end user questions regarding Epic applications.
• Escalate issues that require additional assistance to the OCHIN’s IT/Help Desk or OCHIN’s Help Desk (i.e. JIRA), including technical workflow information necessary to resolve the issue. Communicate resolutions to end user when completed.
• Provide and manage Epic\-related tasks:
• Work queue
• System audits on end\-user usage
• Duplicate record mergers
• Maintain and modify the Provider Master File, webtools accounts, user security templates, and preference lists, within Epic system.
• Work collaboratively with clinicians, consultants, and OCHIN Analysts to manage requests for:
• Additions of diagnosis and procedures codes to the system. Manage the requestor’s expectations until request is satisfied.
• Requests for additional system\-level charting tools from the review process through follow\-up communications to users, Coach the user through creating his/her own SmartPhrase.
• Development and creation of additional workflows.
• Develop, maintain, and update application resource documents.
• Collaborate with OCHIN when implementing new Epic Practice Management (PM) and EMR features and upgrades. Test features and upgrades to ensure readiness for implementation. Communicate changes to end users.
• Understanding of eligibility clerk (dental and medical) insurance verification workflow so that they know how to check patient insurance eligibility and book new patient visit for new patients to troubleshoot issues more effectively and able to offer changes to make workflow more effectively.
• Ensure Dexis digital x\-ray applications are well supported and implementations are properly executed by defining standards, identifying data integrity issues, analyze data and process flow improvement opportunities.
• Support TVHC’s clinic sites and broadcast EPIC alerts to all staff.
• Support and mentor ESA I and ESA II as a subject matter expert.
• Able to lead projects.

Report Development

• Create and customize reports from using reporting tools including Reporting Workbench, SlicerDicer, and Dashboards ensuring accuracy and reliability of information.
• Develop and optimize SQL queries to extract and manipulate data.

IT Support

• Cross trains with IT system Administrators to support setting up user accounts, rolling out hardware such as computers, cell phones etc.
• Utilizes TVHC’s IT ticketing system to field, monitor and track user IT incidents and requests according to urgency and organizational impact. Enters notes and updates into the IT ticketing system to keep information up\-to\-date and inform users on the status of their request(s).
• Manage secure network access for remote users.
• Provides telephonic, email, web and in\-person consultation and/or guidance to all end user staff to facilitate timely turnaround on requests.

Competency

• Advance understanding of EPIC dashboard reports, and basic reports in SSRS and Tableau.
• Advance data analytics
• Competence with Call Center appointment workflow.
• Competent in MA and RDA patient rooming workflow.
• Competent in Provider charting workflow (IBH, Dental and Medical.)
• Competent in billing workflow and functionalities.
• Capable of leading and successfully completing projects.
• Capable of advance data analytics to validate clinical reports.
• Complete Continuum review/testing/roll out assignments as scheduled.
• Other duties as assigned.

Requirements:

• High School Diploma required, or equivalent.
• Two (2\) years of system administrator experience required.
• EPIC experience required.
• Experience with training clinical support staff and other/or clinical support functions.
• Experience with troubleshooting an electronic healthcare system.
• Experience with Office 365 suite (Word, Excel, PowerPoint, Teams, Outlook, SharePoint, OneNote, and OneDrive)
• Must pass OCHIN Site Specialist tests and courses.
• Spanish speaking preferred.