Job Description

Job Summary:

The Clinical Systems Support Analyst position is critical for ensuring clinical systems are optimized, end-users are empowered, and workflows are aligned to enhance patient care and operational success for PACE (Program of All-Inclusive Care for the Elderly) and other care delivery models. This position is responsible for supporting the implementation, optimization, and ongoing management of Epic applications, telehealth platforms, mobile applications, and other clinical systems. The support analyst will provide end-user training and drive the alignment of clinical workflows with technology to enhance patient care, improve safety and quality, and operational efficiency. This role acts as a liaison between IT and clinical teams, the to ensure systems meet organizational, regulatory, and user needs.

Essential Responsibilities:

• Support the successful implementation and optimization of Epic applications (including Practice Management and Electronic Medical Records), including participation in site readiness and go-live activities.
• Manage the configuration and maintenance of Epic applications, including user accounts, provider records, and templates.
• Troubleshoot and resolve technical issues related to clinical systems, escalating as needed to IT or vendors.
• Conduct system testing for updates, patches, and new feature rollouts, ensuring seamless integration into workflows.
• Collaborate with stakeholders to identify opportunities for system enhancements and workflow improvements.
• Analyze clinical workflows and processes to ensure alignment with system capabilities and organizational goals.
• Act as a liaison between clinical staff and IT to translate user needs into system configurations and enhancements.
• Lead change management initiatives to implement new workflows, technology solutions, or upgrades.
• Monitor and maintain data security and system compliance with HIPAA and PacificSource’s Information Security Program’s privacy standards.
• Design, develop, and deliver training programs for Epic applications and other clinical systems, tailored to specific job roles.
• Create and maintain training materials, including user guides, e-learning modules, and job aids, ensuring content remains current and relevant.
• Provide ongoing support to end-users through workshops, coaching, and troubleshooting.
• Evaluate training effectiveness through feedback, assessments, and performance metrics, updating programs to meet evolving needs.
• Foster strong working relationships with clinical teams, IT staff, PACE, and other clinical leadership to promote collaboration and alignment on system initiatives.
• Participate in governance committees and workgroups to represent clinical and operational needs in IT decision-making.
• Support interdisciplinary teams during system implementations, go-live activities, and optimization projects, including with on-site support.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: Minimum of three (3) years in healthcare IT, clinical informatics, or system support. Epic experience preferred but not required; experience with other EHRs or clinical systems is acceptable. Proven experience in training development and delivery in healthcare settings. Training and certification opportunities are available for candidates with transferable skills. Familiarity with the Program of All-Inclusive Care for the Elderly (PACE) and its unique operational and clinical requirements preferred.

Education, Certificates, Licenses: Bachelor’s degree in Health Informatics, Nursing, Information Technology, or equivalent work experience required. Epic Certification in one or more modules, and experience working with Epic Systems in a healthcare setting is highly desirable.

Knowledge: Comprehensive understanding of Epic applications, including Practice Management (PM) and Electronic Health Records (EMR). Knowledge of healthcare systems and procedures, including system implementation, optimization, and support in a business or clinical setting. Proficiency in system configuration, including managing user accounts, provider records, preference lists, and other member-managed components. Skilled in troubleshooting technical and workflow issues, managing error queues, and escalating complex issues to appropriate teams or vendors. Knowledge of process improvement strategies to enhance system performance and optimize healthcare delivery. Strong understanding of workflow analysis and alignment of Epic configurations with business and clinical needs. Knowledge of system testing processes, including patches, upgrades, and new feature deployments. Proficiency in adult learning principles, instructional design, and training methodologies. Experience in developing and delivering training for end-users, including new hires, upgrades, and ongoing competency sessions. Proficiency in creating and maintaining system documentation, training materials, and communication tools for end-users. Familiarity with Epic certification requirements and modules, with preference for prior certification or demonstrated expertise. Familiarity with HIPAA regulations, IT privacy standards, and data security best practices. Understanding of governance processes, such as participation in domain groups, advisory workgroups, and committees. Skilled in project management principles and techniques within the context of healthcare IT. Strong interpersonal communication skills and the ability to act as a liaison between end-users, IT teams, and vendors.

Competencies

Adaptability

Building Customer Loyalty

Building Strategic Work Relationships

Building Trust

Continuous Improvement

Contributing to Team Success

Planning and Organizing

Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 10% of the time.

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