Job Description

Mission Statement:

Our mission is to provide high-quality, comprehensive medical and dental care, patient advocacy and related services to people who need them most, regardless of their ability to pay. Caregivers demonstrate a high level of empathy, compassion and profound respect while providing excellence of care to our patients. 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.

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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