Epic Senior Support Specialist / Epic Support Specialist

University of Iowa Health Care

Coralville, IA Technology $54,000 to $0 yearly
These Professional & Scientific position will be filled as either an Epic Sr. Support Specialist (Senior Application Developer, Help Desk) (PIA3) Requisition # 18001820 Epic Support Specialist (Application Developer, Help Desk) (PIA2)  Requisition # 18001823 based on candidate qualifications and interview evaluation.  Three positions will be hired to the Epic Help Desk team.  To express interest for consideration at both levels, please apply to both requisitions.  Position is not eligible for University sponsorship for employment authorization.
Position Summary:
Position supports the clinical and administrative customers use, implementation and troubleshooting of the Health Care electronic health records systems through the Health Care Information Systems Help Desk.  Incumbents will develop a generalist understanding of common clinical and administrative workflows and frequently asked questions to support the Epic electronic health record end users.  
Responsibilities include assisting customers by phone with computer, remote tools, application, and support issues and creating a work order for each phone call handled.  Work will be performed in a structured Help Desk setting.  The incumbent acts as the front-line customer contact point for the clinical and administrative Epic clients for Health Care Information Systems and University of Iowa Community Connect. The position requires a professional demeanor, close attention to detail, strong team building skills and the ability to tolerate high intensity working conditions.  The ability to make quick decisions based on professional and clinical workflow judgement, knowledge of Epic, workflows and written procedures is essential. The incumbent must be able to identify trends, monitor production issues and system documentation to determine escalation requirements.  Technical competency with clinical and administrative information system applications and workflows, professionalism as it relates to interpersonal and general communications skills, and experience in supporting the policies and workflows surrounding timely and compliant documentation is essential.  
Work shifts for the team will be 8 hours covering the high volume call times between 7:00am – 5:30pm.
Position Responsibilities:
  • Serve as liaison among clinical leader and end-users with a focus on consistent and ongoing customer support in order to achieve accuracy, efficiency and satisfaction when using the electronic medical record.
  • Researches and recommends incorporation of findings based on Epic resources to callers and end-users.
  • Collaborate with subject matters experts to analyze workflows and understand application design. 
  • Provide broad and/or in-depth knowledge of multiple area of focus in application specialty areas, including design, development, implementation, user support, training, maintenance, quality assurance and system testing and evaluation to deliver customer service to end-users and callers.
  • Gathers and analyzes user feedback and shares information to support revisions and enhancements.
  • May complete other content build or documentation as assigned
  • Provide direct support, consultation, guidance and training to Epic users and identify application solutions.  Support daily operations and assist with application planning in an effort to maximize user and organizational effectiveness.
  • Evaluates the urgency and severity of all requests and triages them according to procedures or professional/clinical judgement.
  • Performs trouble-shooting and resolves problems within Epic at established Help Desk levels.
  • Identifies trends from caller and end-user data and understands and follows escalation requirements 
  • Ability to perform unit and integrated testing
Support and Maintenance:
  • Serves as a clinical and administrative liaison supporting communication among technical staff, clinicians and Epic end-users to identify and track installation issues, troubleshoot and resolve problems and identify concerns and themes for escalation.
  • Review and analyze system problems to identify solutions and/or make appropriate referrals.
  • Assists faculty, staff and students with Epic system problems and questions via telephone and email.
  • Use shadowing and service tools to provide remote support.
  • Troubleshoot/debug and identify malfunctioning systems.  Resolve complex system problems and follow escalation and communication paths.
  • Document system design and application system issues and trends.
  • Guides end users through application how-to instructions
Project Management:
  • Exhibits strong attention to detail in the documentation of requests, responses to customers and other written and verbal documentations.
Business Analysis: 
  • Awareness of upgrades to understand new functionality and support customers.
  • Demonstrate features to the end-user and assess applicability, impact and value.
A cover letter is desired as part of the application process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended. For questions or additional information, please contact Brian Hegland (brian-hegland@uiowa.edu)
Successful candidates will be subject to a criminal background and credential check.
Education Required
Bachelor’s in a related field or an equivalent combination of education and related application development/support experience or Bachelor’s degree in Nursing or other clinical specialty or an equivalent combination of education and experience.  
Experience Requirements
  • Senior Application Developer - Typically 3-5 years of experience in a clinical role in a complex health environment such as a large medical center or teaching hospital or typically 5-7 years of experience in the development and/ or support of applications used by non-technical customers to support and enhance business or clinical processes
  • Application Developer - Typically 1-3 years of experience in a clinical role in a complex health environment such as a large medical center or teaching hospital or Some current relevant experience, typically 3-5  years, in the development and/or support of applications used by non-technical customers to support and enhance healthcare workflow processes
  • Experience communicating technical information effectively to technical and non-technical staff at the verbal, written and presentation levels.
  • Experience assessing the learning needs of the end-user and match to the most effective education and communication methods.
  • Proficiency with Microsoft Suite of products (such as Outlook, Word, Excel, OneNote)
  • Strong problem solving skills and the ability to quickly learn new software, applications and workflows.
  • Demonstrated job-related experience and/or commitment to diversity in the work/academic environment  
Desired Qualifications
  • Experience contributing to an integrated information system implementation cycle though areas such as design, workflow analysis, build, training, implementation, testing, and support, including as a super-user/end-user.
  • Senior Application Developer- Minimum of 1-3 years of recent Epic or EHR experience (within last 5 years) in a clinical setting, demonstrating an advanced level of Epic or EHR proficiency in current/recent clinical care or administrative workflows.
  • Application Developer- Epic or EHR experience in a clinical setting, demonstrating an understanding of Epic or EHR proficiency in current/recent clinical or administrative care workflows.
  • Demonstrated knowledge of and experience with any of the following workflows: scheduling, referrals, ambulatory or inpatient clinical documentation, patient EHR portals, and telemedicine 
  • Epic certification(s) desired. 
  • Previous experience within a Help Desk environment or providing 24x7 on-call support.  
  • A current license to practice nursing or other clinical specialty licensure in Iowa.
  • Experience troubleshooting problems with iOS and Android devices 
  • Experience using applications running in a Citrix environment

Job ID: 66986

Posted 23 days ago

Share This Job