Epic App Support Analyst Tier 3, FT, Variable, - Remote

Prisma Health • Greenville, SC

2d • Remote

About The Position

Inspire health. Serve with compassion. Be the difference. Job Summary Provides first-line technical support to end-users of Epic applications within Prisma Health. Responsible for resolving basic to moderate issues related to Epic functionality, access, and workflows. Possesses a strong understanding of Epic applications, excellent communication skills, and a customer-centric approach. 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.

Requirements

• Education - Bachelor's degree in a technology or healthcare-related field
• Experience - No experience required.
• 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).
• 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

Nice To Haves

• One (1) year of experience working with Epic applications preferred.
• Experience in a Healthcare customer service role preferred.
• Epic Credentialing in application discipline - preferred
• Working knowledge of electronic health records (EHR) systems preferred

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level