Purpose of Job

The Epic Application Analyst is responsible for providing high quality customer service to Ridgeview clinical and business users to resolve issues and answer questions. In this role, incidents will be assigned to you related to the Epic application and it will be an opportunity to grow your skills and knowledge of the Epic Application. You will collaborate with various internal IT teams and our Community Connect host site to escalate and resolve unfamiliar problems. You will act as liaison between the service desk and the informatics analysts to provide an additional layer of customer support and troubleshooting as well as support the team with project coordination. The ideal candidate for this position will have healthcare experience and will be looking to expand their career in healthcare Informatics / IT.

Job Functions

• Provides escalated IT support to Help Desk or customers.
• Works closely with the Informatics Analysts to solve more complex issues or application questions.
• Builds a relationship with Community Connect Host Site and escalates tickets appropriately.
• Perform troubleshooting to correct user problems and follows-up until solution is found.
• Develop a working knowledge of support of the Epic Application.
• Collaborate with key teams to resolve unfamiliar, complex problems
• Interacts with customers, vendors, and other technical areas within the department using effective oral and written communication and interpersonal skills.
• In the case of a workaround, determines the correct path for a permanent solution and routes the ticket accordingly.

Minimum Education/Work Experience

• 2+ years of customer service or project coordination experience
• 2+ years of experience in healthcare
• Experience with Epic Application

Knowledge/Skills/Abilities

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues.
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues.
• Problem solving skills and quick thinking to own and resolve issues independently, thoroughly and efficiently.
• Displays ownership, accountability, and advanced customer service skills.
• Resolve customer issues efficiently, effectively, empathetically and build trust and confidence with customer
• Strong written & verbal communications skills
• Intermediate knowledge of Epic Application
• Knowledge of commonly used IT concepts, practices and procedures
• Must present a professional demeanor, positive personality, and work well in a team environment
• Self-motivated, detail-oriented, and organized
• Ability to explain or demonstrate technology in a manner suited to the audience (i.e. business, clinical or technical staff)
• Ability to communicate in the English language for effective written and verbal correspondence to complete job functions as mentioned above

License/Certification

• N/A

Preferred Qualifications

• Clinical Experience