Job Details

Inspire health. Serve with compassion. Be the difference.

Job Summary

The person in this position is responsible for investigating and resolving moderate to complex software problems for Epic systems and services. This person maintains Support Center clinical documentation and additionally prepares and analyzes statistical reports. This position is expected to mentor and train other Support Center Staff.

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

Variable (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019064 ITS Support Services

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.