EMR Provider Support and Optimization

• 1. Epic Application Knowledge
  1. 1 Attends team meetings to gain system concepts and functionality
  1. 2 Attends all required training to maintain skills and knowledge
  1. 3 Understands end user work flow
  1. 4 Develops an Epic Knowledgebase
  1. 5 Troubleshoots end user Epic issues
  1. 6 Supports the development, enhancement, adoption and implementation of the EMR
• 2. Issue documentation
  2. 1 Documents all calls into call tracking application
  2. 2 Documents all troubleshooting steps in tracking tool
  2. 3 Meets department Service Levels
  2. 4 Able to identify when to escalate issues to level 2 Epic analyst
• 3. Communication
  3. 1 Works with level 1 Help Desk and level 2 support staff to coordinate documentation and resolution of issues or requests for enhancements or optimization
  3. 2 Keeps end-users updated regarding status of reported issues
  3. 3 Provide both in person and phone support
  3. 4 Report end user experiences to Epic Team
  3. 5 Meet department goals for answering ACD calls
  3. 6 Communicate with team new information/experience, trends and high/urgent severity issues
• 4. Customer Service
  4. Customer Service
  4. 1 Contribute to a positive work environment
  4. 2 Builds client relationships and departmental relationships
  4. 3 Demonstrates exceptional Customer Service
  4. 4 Follow up with end users and customers to insure issue resolution
• 5. Performs all other job related duties as required including Support of Application at the Manager 's
  discretion.

EDUCATION

Associates degree in Healthcare, Information Management or related clinical experience required.

EXPERIENCE

Three or more years in a Healthcare setting strongly preferred as well as knowledge of clinical workflow ,documentation and practice standards. Supports the adoption, development, enhancement, and implementation of the Electronic Medical Record (EMR). Experienced in supporting various clinical end users (Physicians, Nursing, Ancillaries and Remote Sites), Experience working with EMRs and other clinical information systems. Ability to work in direct customer service situations and adapt to various situations and urgencies. Experience in troubleshooting problems and developing resolutions.

SPECIAL SKILLS

Exemplary customer service skills. Experience in EpicCare Ambulatory or Inpatient is desirable. Strong analytical and problem solving skills. Must have exceptional speaking, listening and interpersonal skills. Ability to manage multiple tasks and prioritize actions required to quickly resolve reported problems. Must be able to work independently or in a team and contribute to a positive work environment. Must be able to work in stressful situations and remain focused and calm while maintaining composure under stress. Must be willing to work a flexible schedule and travel to each of the YNH Health System affiliate locations. Ability to discern between hardware, application, and triage issues accordingly.

PHYSICAL DEMAND

Travel to hospitals, practice sites and other customers as required. Must be able to spend a considerable amount of time standing/walking. Must be able to work in stressful situations.