About this role
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 CampusFacility
7001 CorporateDepartment
70019064 ITS Support ServicesShare 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.
Other facts
About Prisma Health
Prisma Health is the largest not-for-profit health organization in South Carolina, serving more than 1.2 million patients annually. Our facilities in the Greenville and Columbia surrounding markets are dedicated to improving the health of all South Carolinians through improved clinical quality, access to care and patient experience, while also addressing the rising cost of health care.
Our Purpose: Inspire health. Serve with compassion. Be the difference.
What you'll do
- The Epic App Support Analyst is responsible for investigating and resolving moderate to complex software problems for Epic systems and services. This includes responding to support requests, diagnosing issues, and mentoring other staff.
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