Carle Foundation Hospital IT Epic Support Specialist in Urbana, Illinois
IT Epic Support Specialist
Department: IT - Clinical
Job Category: Professional
Employment Type: Full - Time
Job ID: 16699
Experience Required: 1 - 3 Years
Education Required: Not Indicated
Location: Champaign, IL
Usual Schedule: M-F, 8a-5p
On Call Requirements: TBD
Work Location: Carle at the Fields
Weekend Requirements: PRN for Implementations
Holiday Requirements: N/A
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The IT Epic EMR Support Specialist is responsible for initiating Helpdesk incidents from client phone calls, emails, or walk-ins; and documenting incidents in the call tracking system. Expected to diagnose and resolve hardware/software issues revolving around the EMR system and related applications/hardware through troubleshooting, isolating and researching the problem. They are required to escalate issues to other EMR teams where a higher level of expertise is needed, as well as identifying and correctly documenting the level of severity. The Specialist is responsible for developing an understanding of EMR workflows and Epic/EMR terminology to clearly and professionally communicate to users and other teams using both verbal and written communications to facilitate communication between multiple areas within the EMR and associated departments. They will be required to carefully verify data and edit EMR master files and provider records as needed for Meaningful Use reporting, resolution of user issues and to ensure proper handling of PHI data.
EDUCATIONAL REQUIREMENTS Associates Related Field or Two (2) years experience in providing desktop computer support, customer service support or in the healthcare arena is a valid substitution for the associate's degree. CERTIFICATION & LICENSURE REQUIREMENTS None specified EXPERIENCE REQUIREMENTS Two (2) years Related Field OTHER REQUIREMENTS Effective verbal and written communications skills. Good time management skills. Ability to work on and complete assigned tasks calling on other team members as needed. Ability to function effectively and efficiently in high stress/emergency situations.
Establishes trouble tickets as appropriate for calls received, informing client of expected completion dates, and assigning tickets to the appropriate support groups when a higher level of specific expertise is needed.
Maintains call tracking system database with all pertinent information. Understands how to check inventory for workstation changes that affect Epic Hyperspace operations.
Manages call tracking queues to complete all assigned tasks by scheduled due dates.
Makes use of text based Epic systems for troubleshooting issues and modifying files as security clearance allows.
Provides technical assistance to other team members or departments that require interfaces to the EMR system.
Problem-solves difficult technical issues that are encountered during deployment, upgrade activities, or changes to user workflow.
Recognizes and reports system outages which affect multiple users and issues notification to teams and users as appropriate.
Consistently and integrally maintain the Provider (SER) Master File by properly setting up each provider to ensure correct delivery of PHI (via fax or EMR) to comply with Meaningful Use standards and ensuring the validity of data in each provider record by phone verification of employment and practice/address information.
Handle incoming requests for changes to the Provider (SER) Master File from users via e-mail, web forms, results error pools and patient work queues. Add new providers and make changes to existing providers as needed.
Analyze existing provider records by performing the above maintenance on all records in the Provider (SER) Master File.
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