EPIC Analyst, Level 3 - IT EPIC Clinical - Full Time

Summary:

The Epic Clinical Systems Analyst III is responsible for the implementation, development, programming and overall support of the clinical systems.  The Epic Clinical Systems Analysts III will work closely with the vendor and end-users to develop and enhance the software to increase overall needs of the organization.  They are also responsible for thoroughly testing all system upgrades, system changes prior to go-live and work with the end-users to test and determine the impact on workflow, reporting, etc. of the upgrade/change.  The Epic Clinical Analyst III will be responsible for the coordination of test plans, engaging the end users in the development of test plans, documenting changes/updates to the test plan and making necessary changes to the system.  They will act as a liaison between the end-user community and the IT department. They will hold a leadership role among Epic builders by training new staff and giving guidance to other Epic builders.  This person is capable of managing to a project plan. They are responsible for elevating identified critical issues or refer problems of unusual complexity to other teams or a manager of clinical applications. They are responsible for monitoring Magic queue and assigning delegates for work completion. They will lead cross functional meetings (invitations, agendas, facilitate meeting discussions, ensure follow-ups, and provide minutes. Etc.)

Experience:

• 5 years as an Epic Builder with progressively receiving more responsibility and management skills
• Must have worked through two Epic major releases or 2 Epic go-lives (or combination thereof)

Skills:

• Basic knowledge of principles of software design and modification, basic computer skills, and a basic knowledge of MS Office suite.   
• Aptitude for details: demonstrates excellent verbal and written skills; able to mediate conflicts; self-starter; able to meet deadlines; and maintain meticulous documentation.
• Analytical skills to translate clinical workflow into the functional build process.
• Ability to effectively manage multiple tasks is essential. 
• Strong customer service and user support skills.
• Ability to work effectively as a member of a multidisciplinary team.
• Ability to express complex technical concepts effectively, both verbally and in writing.
• Ability to express opportunities for improvement and innovative ways to improve the use of the clinical systems supported
• Ability to teach computer applications to people with varying degrees of computer experience.
• Ability to facilitate complex workflow discussions and collaborate to conclusion.
• Ability to advocated on behalf of The Guthrie Clinic to the vendors and drive to solutions and feel comfortable escalating timely both internal as well as external with the vendor
• Ability to understand the national and state HIT direction and this positions role to help organization achieve its goals
• Ability to deliver presentations to a diverse group of key stakeholders and customers
• Ability to work independently.
• Leadership experience, must be comfortable in a fast-paced environment, and be able to meet high-expectations under deadlines. 
• Ability to lead groups of clinicians including medical staff, nurses, and pharmacists—is preferred
• Ability to identify opportunities for process improvements and provide analysis and propose change and communicate strategies.
• Ability to develop and execute project presentations.

Relationships

• Demonstrates Caring, Commitment and Collaboration in all relationships
• Treats all patients and customers as honored guests
• Seeks out a connection with patients, their families and co-workers
• Regularly works to enhance oneself through personal mastery
• Does not engage in the Bickering, Backbiting, and Blaming

Excellence

• Recognizes and addresses the concerns of others and is able to convey trust and confidence
• Demonstrates empathy in every patient encounter
• Keeps patients and other customers informed of delays and demonstrates a willingness to help
• Resolves and reports patient and family safety and quality concerns
• Participates in self-reflection at least quarterly and takes actions toward self-improvement

Service

• Greets everyone with a smile, makes eye contact. When providing service introduces self and role.
• Demonstrates courtesy, acknowledges others by saying thank you and please.
• Is present and attentive when interacting with customers, validating request or need and provides accurate responses or appropriate action.
• Honors customer's right to privacy and dignity. Emphasizes this commitment by seeking and performing the patient's preferences.
• Is respectful, responds with a listening and learning & responsive approach.
• Displays a positive attitude and demonstrates professional demeanor.
• Takes ownership and responsibility for a professional environment, personal presentation. 

Learning

• Seeks to learn about the customer as a person, e.g. "What do I need to know about you to give you the best care?”
• Proactively seeks opportunities for learning in the areas of personal mastery and technical/clinical/career skills.
• Continually uses evidence to evaluate processes and look for innovations.
• Demonstrates a positive attitude when evaluating new ideas and trying new methods. 

Integration

• Values diverse talents, skills and experience of individual team member
• Seeks to understand impact of decisions and actions on others and systems outside of one's area
• Takes/looks for opportunity to work across the network to improve operations and outcomes 

Accountability

• Holds self and others to organizational standards
• Demonstrates ownership of the patient's experience
• Consistently answers/satisfies customers needs without needing to be asked
• Keep a clean and professional work environment and personal habits 

License:

• 2 or more Epic System Certifications 

Education:

• Bachelors degree
• In lieu of Bachelors degree currently licensed healthcare professionals (ie, RN’s, Social Workers, etc) or an Associate’s degree and 1 year of health care experience may be considered 
• High school diploma or GED and 2 years of experience with healthcare information systems may be considered

Essential Functions:

The following section contains representative examples of work that will be and the environment can be fluid. Roles and responsibilities can often be expanded to accommodate changing patient or organizational needs and conditions as well as to tap into skills and talents of employees. Accordingly, employees may be asked to perform duties that are outside the specific functions that are listed.                       

1) Participates in the implementation, development, programming and overall support of the clinical systems. 

• Works closely with the end-users to develop and implement clinical information systems which meet the needs of the organization. 
• Effectively communicates with the stakeholders in an open, friendly, courteous and caring manner as observed by staff, supervisor and customer feedback.
• Participates in the design programming and implementation of  changes to the system in a timely manner while following the established change control policy, including notification of key stakeholders.
• Provides customer support and communicates technical aspects effectively while analyzing and addressing the customer needs. 
• Proactively works with the stakeholders to identify, analyze, report and correct system/ programming errors.
• Assists the stakeholders in understanding the systems abilities, and ways in which it can be used to meet their needs. This may include coordinating meetings with the vendor or others to discuss potential changes.
• Works with customers in a friendly, supportive manner 100% of the time, as evidenced by customer feedback.
• Researches and/or recommends possible solutions to system/workflow issues or when efficiencies by using/altering use of the system may be gained.
• Attends project meetings with stakeholders along with other meetings as needed and communicates key information from these meetings back to the IT team.
• Participates in the  design and build of clinical systems and system upgrades, based on workflow analysis and sound principles of system design and maintenance as reviewed and approved by his/her manager and with user input. 
• Actively engaged in the development of and monitoring of the progress of project plans and timelines to ensure assigned goals/milestones are met.  Communicates deviations from the plans or timelines effectively to his/her manager as necessary. 
• Actively participates in the thorough testing all system upgrades, system changes prior to go-live and works with the end-users to test and determine the impact on workflow, reporting, etc. of the upgrade/change. Participates in the coordination and completions of test plans, engaging the end-users in the development of test plans, documenting changes/updates to the test plan and making necessary changes to the system.
• Monitors and assures clinical system performance proactively, resolving issues as they arise to ensure system performance, support patient data, patient care, security, and confidentiality as evidenced by the effective day-to-day operation of the systems and the review of system reports and responding to user requests and help desk calls. 
• Monitors software for logged calls.  Enters new calls as they occur and triages clinical calls with appropriate priority levels and status updates.  Obtains assistance from IS or vendor when unable to resolve the issue as observed by the call logs, issues lists, and the supervisor. 
• Provides on-site support 
• Provides on-call support on a rotating basis as needed to support the users and assure system function.  On-call requires the use cell phone 24 hours a day on the scheduled days.  Response to the Help Desk within 15 minutes of page receipt is expected with a 90% success rate.
• Works effectively with the vendor to resolve any system issues or to discuss potential changes to the system.
• Assists with the monitoring and some coordination of service request backlog as observed with open project log.
• Will provide analysis and recommendations for problems and application request, working with Level II/ Level III staff on the final resolution, correction and implementation.
• Provides a high level of customer support and communicates technical aspects effectively while analyzing and addressing the customer needs. 
• Assists with the development of user documentation for training.  Communicates any system changes, upgrades or implementations to the training staff so documentation is maintained and updated as necessary and training.
• Develops testing plans for assigned clinical systems and changes to clinical systems. Shares this plan with all stakeholders and those involved in the testing plan.
• Works on changes or new applications, with limited supervision, from a formal specification and completes tasks in a timely manner.
• Co-leads multiple projects effectively and produces deliverables in a timely manner.

2)    Communication

• Effectively communicates to the stakeholders and address any questions that may arise.
• Communicates status and any deviations from the project plan to his/her manager.
• Communicate issues to his/her manager and provides the necessary detail to ensure the scope of the issue is well understood.
• Understands and proactively communicates potential issues related to the clinical system or integration of the clinical system.
• Monitors help desk calls daily for problems/projects assigned to them. Logging problems directed to them by other than the help desk, and to update and close them appropriately. 
• Complies with the departments operational standards, at all times, as observed by the supervisor.
• Follows department guidelines for requesting time off and will monitor own vacation and elective holidays.
• Actively shares knowledge with other members of the project team, IT and stakeholders (when necessary).
• Participates in the Development of thorough and easy to understand documentation for all new programs/processes 100% of the time.
• Reports to meetings on time and prepared. Notifies meeting chairperson or department secretary if unable to attend a meeting. Will be monitored by staff and supervisors. Will need to attend a minimum of 90% of meeting attendance as required.
• Maintains and monitors calendar and attends scheduled meetings (including departmental, project, etc), as evidenced by 90% attendance record.
• Proactively notifies stakeholders when a new functionality is introduced or a system change is going to be implemented.
• Facilitates multidisciplinary meetings and/or projects. 

3) Maintains competent level of knowledge for self, shares knowledge, consults with end-users and maintains vendor contact.         

• Maintains knowledge by participation in continuing education, reading journals, resource utilization, vendor resources, and attending any required courses as observed by the manager. 
• Keeps manager, project teams, stakeholders, etc. informed of progress, status, issues, etc. regarding assigned tasks. 
• Works with and communicates effectively with the stakeholders around various aspects of a project including but not limited to: planning, task completion, testing, and implementation.
• Responds to phone, voice mail and e-mail in a timely fashion and notifying his/her manager of communication and issues as they arise.
• Works with vendors, as needed, to resolve issues and documents discussion/decisions.
• Demonstrates knowledge and compliance with the department’s operational standards, at all times, as observed by the supervisor.
• Actively shares knowledge with other members of the team. 
• Assists with the education of new department analysts/staff regarding application specific documentation standards, operational environment (i.e. – the hardware, software, computer operations and help desk).
• Maintains up to date certifications
• Acts effectively as the application expert

4) Performs similar or related duties as requested or directed

• Performs other duties as requested and observed by supervisor or manager.

Update 7-30-26