Epic App Support Analyst, Tier 3, FT, Variable

Prisma Health • Greenville, SC

3d

About The Position

Inspire health. Serve with compassion. Be the difference. Job Summary The person in this position is responsible for investigating and resolving moderate to complex software problems for Epic systems and services. This person maintains Support Center clinical documentation and additionally prepares and analyzes statistical reports. This position is expected to mentor and train other Support Center Staff. Essential Functions All team members are expected to be knowledgeable and compliant with Prisma Health's purpose: Inspire health. Serve with compassion. Be the difference. Responds to incoming support requests via phone, email, and chat. Diagnoses and resolves basic to moderate issues related to Epic applications, including access issues, workflow questions, basic troubleshooting of application functionality, and/or data entry and retrieval issues Provides guidance and support to end-users on Epic application features and workflows including documentation and tipsheet creation. Documents support interactions and resolutions in the ITSM system. Escalates complex issues as needed. Contributes to the development and maintenance of Epic-related knowledge base articles. Adheres to all relevant service level agreements (SLAs) and security protocols. Performs other duties as assigned.

Requirements

• Education - Bachelor's degree in a technology or healthcare-related field
• Experience - No experience required.
• Ability to participates in training sessions and stay current on Epic updates and releases.
• Communication skills.
• Customer service skills.
• Ability to effectively communicate technical information to non-technical users.
• Problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Attention to detail and organizational skills.
• Proficiency in Microsoft Office Suite

Nice To Haves

• One (1) year of experience working with Epic applications preferred.
• Experience in a Healthcare customer service role preferred.
• Epic Credentialing in application discipline - preferred
• Working knowledge of electronic health records (EHR) systems preferred

Responsibilities

• Responds to incoming support requests via phone, email, and chat.
• Diagnoses and resolves basic to moderate issues related to Epic applications, including access issues, workflow questions, basic troubleshooting of application functionality, and/or data entry and retrieval issues
• Provides guidance and support to end-users on Epic application features and workflows including documentation and tipsheet creation.
• Documents support interactions and resolutions in the ITSM system.
• Escalates complex issues as needed.
• Contributes to the development and maintenance of Epic-related knowledge base articles.
• Adheres to all relevant service level agreements (SLAs) and security protocols.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees