Epic Application Support Analyst II

Atrius Health is a nonprofit healthcare leader delivering a system of connected care that enables us to know our patients better so that we can serve them well.

Across 32 clinical locations, more than 50 specialties and 825 physicians, we provide proactive, customized care to more than 720,000 adult and pediatric patients across eastern Massachusetts.

The Atrius Health practices including Dedham Medical Associates, Granite Medical Group, Harvard Vanguard Medical Associates and PMG Physician Associates together with VNA Care work in collaboration with hospital partners, community specialists and skilled nursing facilities, to develop innovative and effective ways of delivering care in the most appropriate setting, making it easier for patients to be healthy.

We believe that by establishing a solid foundation of knowledge, understanding and trust with each of our patients, we enrich their health and enhance their lives.

Summary of Position

Under general supervision, provides technical troubleshooting and production support for moderately complex issues within the Atrius suite of clinical products which includes EpicCare, MyHealth, and Cadence.

This position provides both local service area Epic team support as well as direct user support by correlating user needs with process design and improvement.

Independently plans approach to work assignments. Primary duties require independent judgment and decision-making on matters of significance, but would seek guidance of higher level staff on significantly complex issues.

This position will contribute to the pursuit of service excellence by adopting an end-user-first approach coupled with the desire to develop strong team relationships and opportunities for both team members and end-users.

Reports to the Epic Support Manager.

Essential Functions

Provides support for moderately complex epic application support issues. Minimal resources would be required to correct errors.

Typically works with clearly defined parameters but is accountable for own work.

Functions independently within broad scope of established departmental policies and practices. Refers specific problems to supervisor only where clarification is required;

keeps supervisor informed of progress.

Tracks, investigates, and resolves system issues. Documents issues according to policy and procedure with actions taken, and resolution for each issue.

Escalates issues to senior staff, leadership, and / or system vendor where appropriate.

• Listens carefully to customer, asks questions to diagnose the nature of the problem, and identifies potential solutions and problem solving steps.
• Serves as a liaison between the department and the clinical user community, communicating with clinicians and other Atrius Health personnel in pursuit of service deliverables.
• Provides excellent customer service engaging in the use of clear, comprehensive, and frequent communication with customers.
• Implements solutions within established policies and procedures.
• Assigns issues with appropriate statuses and priority based on service-level agreements.
• Monitors incoming security requests and responds according to service level agreements.
• Participates in a rotating off hour’s coverage schedule.
• Identifies inefficiencies in service operations and makes suggestions for improvement including leading and participating in departmental knowledge sharing processes.
• Provides direction and training to peers and others. May serve as high level resource and / or supervisor to less experienced business analysts by providing guidance, training and assigning work.
• Participates on rotating after hours support duty.
• Performs all job functions in compliance with applicable federal, state, local and company policies and procedures.

Minimum Requirements

Education : High school diploma. Bachelor’s degree preferred (or equivalent education, training or experience).

Skills and Experience :

Level I plus in depth understanding of one or more applications rarely requiring the assistance of more senior staff. Skills and experience typically acquired through three to five years of relevant experience with Epic software OR an assessment by the hiring manager that the candidate possesses the aptitude and ability to perform the job functions as outlined OR a demonstrated ability in the past to meet the requirements listed in this position.

Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital / domestic partner status, parental status, sexual orientation and gender identity and / or expression, or other dimensions of diversity.

Benefits Include :

• Up to 8% company retirement contribution,
• Generous Paid Time Off
• 10 paid holidays,
• Paid professional development,
• Generous health and welfare benefit package.

Atrius Health is an equal opportunity / affirmative action employer and does not discriminate in recruiting, hiring, training, promoting or any other employment practices on the basis of race, color, religion, sex, marital status, age, sexual orientation, gender identity, national origin, military service or application for military service, veteran or disability status.

Applicants have rights under Federal Employment Laws : Family and Medical Leave Act (FMLA);Equal Employment Opportunity (EEO);

and Employee Polygraph Protection Act (EPPA).

VEVRAA Federal Contractor

Request Priority Protected Veteran & Disabled Referrals for all of our locations within the state

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