Senior Clinical Support Analyst (Ambulatory – EPIC)

Memorial Hermann Health System•West, TX

About The Position

Position responsible for managing customer expectations and aligning their strategic initiatives with Solution Segments in ISD. This individual provides leadership and direction in the deployment of clinical and other ISD initiatives to the facilities. Must be able to demonstrate strong operational knowledge and moderately complex technical skills necessary to analyze current processes and develop re-engineering strategies that align with the business plan. Shares knowledge with junior team members and supports solid operating and technical standards on CSA teams. Must demonstrate the ability to manage multiple projects and understand customer workflow and key critical success factors. Must exhibit a professional attitude and presence. The Senior Clinical Support Analyst provides day-to-day support for ambulatory providers using EPIC, managing tickets, calls, and application issues across multiple clinics. This role focuses on troubleshooting, resolving issues within expected timeframes, and collaborating with internal teams to ensure seamless support. Success requires strong ownership, effective communication with physicians, and the ability to manage a high volume of requests in a fast-paced environment.

Requirements

Strong EPIC (ambulatory) application support experience
Ability to troubleshoot and resolve complex issues independently
Excellent customer service and physician communication skills
Strong sense of ownership and accountability
Ability to manage high-volume tickets with quick turnaround times
Effective collaboration across cross-functional teams
Adaptability in a fast-paced, evolving environment
College Degree or equivalent industry experience in Healthcare with IT experience
Industry training and experience in the implementation of large and complex Information Systems in a Health Care environment
Basic knowledge of IT, Microsoft Office tools, knowledge of adult learning principles and instructional design
Experience directing the delivery of effective Customer Relationship Management Skills necessary for efficient problem resolution to maximize customer satisfaction
Experience in resolving more complex Customer issues
Excellent communication skills

Responsibilities

Provides day-to-day support for ambulatory providers using EPIC, managing tickets, calls, and application issues across multiple clinics.
Troubleshoots and resolves issues within expected timeframes.
Collaborates with internal teams to ensure seamless support.
Manages multiple projects and understands customer workflow and key critical success factors.
Plan and develop an educational strategy that provides customers the necessary skills to adequately perform job functions and meets the demands of the changing environment.
Develops tools that measure the efficiency and effectiveness of the position accountabilities.
Identifies clinical and other system application requirements through process and workflow analysis.
Provides leadership to projects assigned to the department.
Assumes responsibility for the success of assigned projects.
Demonstrates in-depth, detailed technical knowledge of application systems and ability to identify and translate process issues impacting patient care.
Lead the integration of individuals into multiple work teams.
Identify the technological advances available in the healthcare industry.
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization, serves as a customer resource.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences.
Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.