Epic App Support Analyst, Tier 3, FT, Variable

Inspire health. Serve with compassion. Be the difference.

Job Summary

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.

Supervisory/Management Responsibility

• This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements

• Education - Bachelor's degree in a technology or healthcare-related field

• Experience - No experience required. One (1) year of experience working with Epic applications preferred. Experience in a Healthcare customer service role preferred.

In Lieu Of

• In lieu of the educational and experience requirements listed above, an equivalent combination of work/academic experience may be considered (i.e., Associate degree and two (2) years of experience).

Required Certifications, Registrations, Licenses

• Epic Credentialing in application discipline - preferred

Knowledge, Skills and Abilities

• 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

• Working knowledge of electronic health records (EHR) systems preferred

Work Shift

Location

Facility

Department

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.