Epic Help Desk Jobs in California (NOW HIRING)

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Department:Epic System - SVMC Expenses

Under the direction of the Epic Application Manager, the Epic Credential Trainer (CT) works with Principal Trainers, Epic Analysts, and department leadership to develop and maintain clinical workflow standards and training materials that align with the mission and values of Salinas Valley Health. The Epic CT is responsible for delivering Electronic Health Record (EHR) end-user training for physicians, advance practice providers, clinical and administrative support staff and the clinical management team. Epic CTs work with operational champions to understand current workflow and how it will translate into the Epic EHR system. The Epic CT is the first point of contact for operational users and is responsible for troubleshooting end user technical and EHR software issues, as well as EHR optimization requests. The individual is also responsible to provide Epic go-live support, known as At-The-Elbow support (ATE), during EHR/project implementations.

Primary Duties:

• Analyze the requirements of the Medical Center and/or ambulatory Medical Group and ensure current EHR design/build workflows meet operational goals. Ensure workflows are designed with end user efficiency in mind to seamlessly incorporate into daily work.

• Assist Principal Trainers (PTs) in developing clear, concise and effective training materials including classroom handouts, presentations and workflow guides. Ensure workflow guides are succinct and easy to follow, enabling managers and others deliver quick, on-the-spot training.

• Assist PTs create role-based training content for all levels, including management, providers and frontline staff, utilizing a range of software programs, tools, and applications (such as Microsoft Office).

• Deliver "front-of-the-classroom" training, presenting information verbally and in writing in a clear, professional, and easily understandable manner. Evaluate and assess end-user competencies at the end of each training session to determine if the curriculum was understood and evaluate if EHR access should be granted or additional training is required.

• Prepare training lessons, printing materials, and set up the training room and environment prior to each training session.

• Maintain consistent and reliable training schedules to ensure efficient onboarding of new staff and leads Thrive scheduling (post-implementation training) for existing staff.

• Following up with trainees after training to offer additional support and assistance.

• Provide "At-The-Elbow" support during Epic EHR implementations for application or system-wide projects.

• Servers as the primary educator and supports Analyst, troubleshooting issues promptly to solve problems, and identifying opportunities for long-term solution, such as updated training materials or improved workflows.

• Serve as the liaison between Epic Analysts/IT department and end user for technical or software-related issues.

• Regularly round on end-users throughout the health system to offer advanced training and workflow tips, positioning oneself as a subject matter expert for internal staff and providers.

• Responds timely to Help Desk requests and other team inquires. Exhibit strong communication and time management skills, ensuring timely responses to emails or tickets.

• Collaborates with other Epic Credentialed Trainers to assist with tasks based on workload or needs, building a strong level of trust with end users.

• Proactively engage in quarterly Epic updates, draft proposals for workflow changes and share these proposals with operational champions and leads well in advance of the upgrade. Assist in building and testing training environments, providing support, and troubleshooting issues, while fostering a culture of continuous improvement.

• Leverage Epic tools like Signal and Pulse to identify areas where additional training is needed (e.g., by job role or specific people) and take proactive steps to address these needs, enhancing operational efficiency and job satisfaction across the organization.

• Work independently, with minimal supervision, by effectively managing projects, prioritizing tasks, and meeting project deadlines. Take initiative to complete all assigned responsibilities.

• Participate in status meetings hosted by the training team and their respective application teams. Attend change control meetings and other relevant meetings as necessary.

• Ensure that all deliverables are approved by Principal Trainers and other key members of the project team and are completed in alignment with the training strategies.

• Demonstrate strong customer service skills, with a focus on following through to resolve issue effectively.

• Performs other duties as assigned.

Requirements:

Education: High School Diploma or GED required.

Experience: Two (2) years' experience using Epic (Electronic Health Record) preferred. Two (2) years' experience within a healthcare related clinical environment with working knowledge of the process and delivery of patient care services in an ambulatory care facility and office practice environment preferred. Understanding of the supporting activities in clinical services, ancillary departments, financial services, medical records, utilization review, quality assurance, the admitting/registration functions, and billing and collections preferred.

Licensure will vary based on specialty and specific applications.

Access

Salinas Valley Health Credential Trainer certification required in assigned application including EpicCare Ambulatory, Healthy Planet, ASAP, Orders, Willow, Beacon, Radiant, Cupid, OpTime, Anesthesia, Lumens or Beaker training tracks. New hires and transfers have 60 days from date of hire/transfer to obtain Credential Trainer certification. Healthcare licensure or certification preferred.

Clinical

Salinas Valley Health Credential Trainer certification required in assigned application including EpicCare Ambulatory, Healthy Planet, ASAP, Orders, Willow, Beacon, Radiant, Cupid, OpTime, Anesthesia, Lumens or Beaker training tracks. New hires and transfers have 60 days from date of hire/transfer to obtain Credential Trainer certification. Healthcare licensure or certification preferred

Revenue Cycle:

Salinas Valley Health Credential Trainer certification required in assigned application including Resolute Hospital Billing & Professional Billing, Claims & Remittance, HIM (Coding, Deficiency Tracking & ROI), Identity and Gallery training tracks. New hires and transfers have 60 days from date of hire/transfer to obtain Credential Trainer certification. Healthcare licensure or certification preferred.

The hourly rate for this position is $36.59 - $45.74. The range displayed on this job posting reflects the target for new hire salaries for this position.

Job Specifications:

Union: Non-Affiliated Work Shift: Day Shift FTE: 1.0 Scheduled Hours: 40

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