Position Summary
Serves as a team resource and a member of the department’s initial support for the assigned Epic application and end-users. Work requires an understanding of the context and the relationships between operations and Epic related systems in addition to understanding the basis for current configurations in order to resolve moderately complex problems. With deepening knowledge, begins to specialize in a particular area of a broad process.

Key Responsibilities

• Serves as a team resource with growing expertise in assigned operations, the related Epic application, and its relationships with other Epic products. Begins to specialize in a specific area of a broader process (e.g., revenue cycle, inpatient, ambulatory). Requires understanding of operations, Epic systems, and historical configurations to resolve moderately complex problems with downstream impacts. Solutions often involve data, rules, and templates.

• Engages end-users to understand business needs (process, data, reporting) and the context for current state. Clarifies and finalizes request scope with end-user/client. Conducts technology and operations analyses.

• Participates in ticket analysis to troubleshoot issues and identify needs for project work (e.g., enhancements, system modifications).

• Independently performs moderately complex configuration following departmental protocol. Modifies rules with multiple variables, new elements/properties, templates, and straightforward custom logic.

• Coordinates implementation of solutions impacting the supported application, vendor, end users, and technical teams. Researches and analyzes vendor and internal application functionality related to the supported application.

• Participates in upgrades by reviewing release notes, outlining necessary build/testing for review, communicating milestones, and managing timelines. Creates/updates test scripts. Performs system maintenance (e.g., interface errors, annual industry edits).

• Communicates with super-users and managers about supported application and processes. Uses strong communication skills to explain moderately complex issues and influence solutions.

• Regularly obtains feedback from super-users and managers. May provide specialty training to user groups.

• Guides less experienced team members in build and testing.

• Participates in professional development, forums, and knowledge-sharing. May attend/present at external forums (e.g., Epic XGM Support).

Minimum Qualifications

Education Required: Bachelor’s degree.

Experience Required:

• 1 year of experience directly supporting Epic applications, including builds or template management.

• Experience in operational analysis, system/application support, and training or advising end-users.

Preferred:

• 3 years of Epic application support experience, including builds or template management.

• Direct work experience in the operational domain supported (e.g., ambulatory workflows, revenue cycle, scheduling, billing).

• Experience as a super-user of an EHR (Epic preferred).

Licensure / Certifications

Required:

• Epic certification in the core application (Ambulatory).

Preferred:

• Epic certification in ancillary/non-core applications.

• Lean Six Sigma Yellow Belt.

• Non-Epic specialty certifications, as applicable.