Epic Support Specialist

Fair Haven Community Health Care • New Haven, CT

1d

About The Position

The Epic Support Specialist is responsible for providing day-to-day support for end users across assigned Epic applications. This role manages Epic support tickets, assists with onboarding new staff, and ensures a consistent, high-quality user experience. The Epic Support Specialist works closely with the Epic Credentialed Trainer to identify training needs, resolve issues, and support workflow optimization across the organization.

Requirements

• Associate degree is required.
• A minimum of two years’ work experience in healthcare is required; A combination of education and experience may be substituted for the degree requirement
• Experience supporting Epic or other EHR systems.
• Experience in healthcare operations, IT support, or training.
• Strong critical thinking and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to manage multiple tasks and meet response-time expectations.
• General computer proficiency and willingness to learn Epic functionality.

Responsibilities

• Serve as the primary point of contact for Epic support tickets, triaging, troubleshooting, and resolving issues in a timely, customer-focused manner.
• Escalate complex issues to the Epic Credentialed Trainer, YNHH Epic analysts, or FHCHC or YNHH IT teams as needed, while documenting all support activities and associated resolutions.
• Monitor recurring issues and recommend workflow, system, or training improvements to enhance patient satisfaction and access to care.
• Support new hire onboarding in collaboration with Human Resources, ensuring timely Epic access setup, system orientation, workflow guidance, and assignment of required training materials.
• Support the Epic Credentialed Trainer in delivering group or one-on-one training and provide follow-up assistance to ensure new users achieve proficiency.
• Maintain up-to-date knowledge of Epic modules and organizational workflows, supporting system updates, upgrades, and enhancements through testing, communication, and documentation.
• Assist in the creation and maintenance of tip sheets, job aids, and workflow documentation to improve user adoption and efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree