Full- Time, 40 hours per week
Fully remote (will go onsite approx 1 day every 2-3 months for training)
Pay: $80k- $85k per year
Job Description
The Epic Clinical Support Analyst is responsible for taking calls from the EHR users and attempting to resolve all issues on the first call as best as possible. Calls range from password resets to more complicated workflow issues. The goal is to attempt to resolve the issue on the first call - tickets come in from email, phone, live chat.
The ideal candidate has Epic Ambulatory module. They need to understand the workflow of providers and medical assistants from check in, clinical work up and check out.
The Epic Clinical Support Analyst will triage or resolve issues generated via the Epic Help application or the dedicated provider phone line. Work with other Epic teams to offer training for the Support team to resolve basic questions and inquiries
Will get problems like:
- Practice Administrator is trying to check in patients and screens are stuck
- Doctors are trying to put in notes on patients and has multiple screens open and the notes won't save
- Printing issues, camera issues while telehealth apt,
- Security issues
- Support for Epic Ambulatory and Epic MyChart
- They support Check in thru Check out for patient records
- Responsible for:
- First level support - must have great support presence on the phone/email/chat
- Thoroughly documents all customer issues in the issue tracking system(s) to ensure product and service reliability.
- Troubleshoots, identifies and resolves first and second level support problems including problems related to software but to also include internet connectivity and hardware problems.
Must Have
- Experience supporting Epic Ambulatory
- Excellent phone presence while supporting customers in stressful situations
- Exposure to Epic Access
Nice to Have
- Experience with ticketing system