Epic Applications Supervisor

Good Shepherd Health Care•Hermiston, OR

10d•Onsite

About The Position

The Epic Applications Supervisor is a working supervisor responsible for the day-to-day supervision, technical leadership, and development of an assigned Epic Applications team while continuing to perform advanced Epic analyst duties. The Supervisor provides direction and support to team members, manages daily work and priorities, reviews and prioritizes tickets, monitors workloads and performance, provides coaching and feedback, participates in performance evaluations, and serves as the first point of escalation for technical and operational issues. The Epic Applications Supervisor works closely with the Applications Manager to support team performance, staffing and coverage needs, employee development, project priorities, and operational goals. This position also maintains an assigned Epic application workload and performs hands-on Epic configuration, build, maintenance, troubleshooting, optimization, testing, implementation, upgrades, and project work.

Requirements

Associate degree in a related field (e.g., Nursing, Medical Technology, Pharmacy) or equivalent combination of education and experience.
At least two Epic certifications in a relevant module (e.g., EpicCare Inpatient, OpTime, ASAP, Radiant, EpicCare Ambulatory, Cadence, MyHealth, etc.).
Minimum of ten (10) years of Epic application experience, including advanced Epic build, configuration, troubleshooting, workflow analysis, testing, implementation, optimization, and production support.
Previous lead or supervisory experience within an Epic, healthcare IT, or technical applications team. Experience must include responsibility for providing day-to-day direction to staff, prioritizing and assigning work, mentoring and coaching employees, providing performance feedback, addressing accountability or performance concerns, managing technical escalations, and leading projects or major initiatives.
Candidates must demonstrate the ability to lead and develop people in addition to possessing strong Epic technical expertise, including setting clear expectations, holding staff accountable, providing constructive feedback, managing competing priorities, and supporting employee development.
Ability to supervise, coach, mentor, and develop employees while maintaining accountability for individual and team performance.
Ability to provide clear and constructive performance feedback, address employee concerns, establish expectations, and participate in performance evaluations and employee development planning.
Ability to organize, prioritize, and oversee the daily work of a technical team while maintaining individual Epic analyst responsibilities.
Strong leadership, problem-solving, and critical-thinking skills with the ability to manage multiple priorities and time-sensitive issues.
Strong written, verbal, and interpersonal communication skills with the ability to work effectively with analysts, clinicians, operational leaders, vendors, consultants, and senior leadership.
Ability to handle employee and performance matters professionally and maintain appropriate confidentiality.
Detail oriented, organized, dependable, and able to work effectively under pressure.
Prolonged periods of sitting at a desk and working on a computer.
Occasional walking, standing, bending, or lifting light office items (up to 25 pounds).
Visual acuity to view computer screens and read detailed financial documents.
Ability to communicate effectively in person, by phone, and electronically.
May be required to move throughout the healthcare facility, including administrative and clinical areas.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Healthcare, Business, or a related field, or an equivalent combination of education and relevant experience.
Additional Epic certifications in multiple modules or specialized certifications related to the candidate’s expertise.
Experience supporting Epic in a Community Connect environment.
On-site attendance may be scheduled based on department needs and may also be required for specific projects, meetings, go-lives, or other operational needs.

Responsibilities

Serve as a working Epic Applications Supervisor, maintaining an assigned Epic application workload and performing hands-on build, configuration, maintenance, troubleshooting, optimization, testing, implementation, upgrades, and production support.
Provide day-to-day supervision, technical leadership, and direction for the assigned Epic Applications team and serve as the first point of escalation for analyst questions, complex technical issues, workflow concerns, and urgent operational needs.
Oversee the daily work of assigned staff, including setting priorities, assigning work, balancing workloads, monitoring progress, and holding team members accountable for completing assigned responsibilities.
Review and prioritize Epic tickets and requests based on operational impact, urgency, available resources, and organizational priorities.
Monitor ticket queues, aging requests, high-priority issues, and analyst workloads. Work with analysts to address barriers, determine next steps, and keep work moving forward.
Review ticket trends and recurring issues to identify opportunities for system improvements, workflow changes, additional training, or other solutions that may reduce repeat support needs.
Provide ongoing coaching, feedback, mentoring, and technical guidance to assigned staff. Address performance concerns, recognize areas of strength, establish expectations, and support continued employee development.
Conduct regular performance conversations with assigned staff and participate in the performance evaluation process, including providing feedback and input on employee performance, goals, development needs, and areas for improvement.
Partner with the Applications Manager to address employee performance concerns, develop performance improvement plans when appropriate, and support corrective action in accordance with organizational policies.
Support the onboarding of new Epic team members, including establishing expectations, coordinating training and orientation needs, and supporting their development within the team.
Review Epic build, workflows, testing, and documentation for quality and consistency and provide technical guidance before changes are moved into production.
Maintain consistent team practices for Epic build, testing, documentation, change control, and production support.
Provide technical leadership and coordination for Epic upgrades, updates, optimizations, enhancements, new functionality, and other system changes, including build review, testing, implementation planning, and communication.
Lead and support Epic projects and implementations, including coordinating analyst assignments, project tasks, testing, dependencies, timelines, and operational involvement.
Partner with clinical, operational, revenue cycle, patient access, and IT leaders to understand workflow needs, resolve issues, and develop effective Epic solutions.
Partner with the Epic Training team to identify education needs related to new functionality, workflow changes, system updates, and recurring support issues.
Facilitate communication between Epic analysts, operational teams, the Applications Manager, vendors, consultants, and the Epic Community Connect host as appropriate.
Represent the Epic Applications team in operational, technical, and project meetings as assigned. Communicate decisions, risks, resource needs, project concerns, employee concerns, and issues requiring management attention to the Applications Manager.
Assist the Applications Manager with day-to-day Epic team operations, including staffing and coverage needs, work prioritization, technical escalations, employee development, project status, and identification of issues or risks requiring management involvement.
Lead team meetings and huddles as appropriate and communicate priorities, expectations, system changes, project updates, and operational needs to the assigned team.
Respond to Epic service interruptions and urgent issues, coordinate troubleshooting and communication, and escalate significant issues to the Applications Manager when appropriate.
Maintain application documentation and remain current on Epic functionality, healthcare technology, regulatory requirements, and industry practices relevant to assigned applications.
Participate in the on-call rotation and provide after-hours support as assigned.
The employee supports the hospital mission, vision, values, policies, and procedures.
Performs other related duties as assigned.