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Epic EHR Support Analysts (2 Positions)
Department: EHR
Department/Care Stream: EHR 1013
LIA Reporting Structure:
Timecard Approver: Epic Program Director
Primary: Epic Program Director
Secondary: Epic Program Director
Location: 164 - EXPO
Status: Full-time
FLSA: Exempt
Pay Range: $95,680 - $108,500/yr
Organization Information
WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you!
We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve.
As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care.
To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines.
Position Summary
The EHR Support Analyst (ESA) reports to the Epic Program Director and through extensive collaboration with various stakeholders in multiple clinical departments, will have a crucial role in the support of the Epic EHR, a new electronic medical/health record (EHR) system to be used by over 800 users at WellSpace Health. This role will work as a liaison between OCHIN and WellSpace Health. The ESA will connect system functionality to WellSpace Health's operational needs and success metrics.
Required Qualifications

• Bachelor's degree in healthcare administration, business administration, public administration, IT, health informatics, or a similar field or relevant experience.
• Epic Certifications in Clinical (Ambulatory/Acute) or PM (Prelude, Cadence, Resolute HB and PB, Grand Central).
• Minimum of three (3) years of Epic experience in a similar or relevant role in safety net organizations required. Five (5) Years of applicable experience is desired. The successful completion of any OCHIN Workforce + ESA internships is also acceptable.
• Strong understanding of health center operations and workflows.
• Demonstrated solution-focused orientation with a strong understanding of change management principles.
• Strong leadership skills required to mentor, train, and onboard staff.
• Excellent writing skills for correspondence, summary and progress reports, editing.
• Ability to work professionally and collaboratively with all levels of leadership.
• Ability to multi-task and organize priorities, work autonomously, establish timelines, coordinate multiple tasks, events, and project timelines. Must have demonstrated ability to meet deadlines.
• Proficient in MS Office (excel, word, PPT) and webinar applications.
• Solid experience working with diverse communities in a non-profit or healthcare setting.
• Possess excellent problem-solving skills. Excels at role modeling customer service skills with a focus on the customer. Committed to improving quality and service and maintains a spirit of cooperation and respect.
• Take initiative to enhance knowledge.
• Experience with training users in groups and individuals preferred.
• Experience preferred in Electronic Health Records systems and training of Providers and clinical staff support in these systems and other/ clinical support functions.
• Demonstrated experience with training, implementation, and rollout of healthcare software applications.
• Knowledge of primary care clinic workflow and/or other healthcare experience, preferred.
• Ability to interact with project team members to understand requirements, develop methodology, deploy best practices, and execute deliverables.
• Proven interpersonal communication skills; ability to communicate clearly to facilitate the understanding of issues involving technical matters to persons not well-versed in technology and information systems. Excellent written and verbal communication skills are required.
• Knowledge of applicable data privacy practices and laws; maintain confidentiality regarding privileged proprietary, administrative, technical, and clinical information according to HIPAA and quality of care standards; ensure system security to meet data confidentiality requirements.
• Efficient time management skills, with the ability to meet deadlines and organizational needs.
• Strong administrative skills with attention to detail.
• Demonstrated ability to initiate and complete work without direct supervision. Requires ability to work effectively under pressure.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.
• May be required to travel locally.

Essential Responsibilities

• With guidance from the Epic Program Director, will participate and take an active role in Epic EHR Support including the management, development, and implementation of the system while also managing system maintenance, software upgrades, end-user support, troubleshoot and problem solve issues.
• Serve as a key member of the EHR Support team team, including handling the project's overall success, monitoring deliverables, and meeting requirements and deadlines for the roll of Epic to all clinical staff on time.
• Maintain up-to-date knowledge of Epic as needed to support the implementation and maintenance of Epic
• Plan, coordinate, facilitate, and evaluate learning sessions/trainings, including curriculum design, agenda setting, and trainer identification.
• Observe, evaluate, and develop support plans
• Collaborate closely with providers and end-users to understand their operational needs and workflows, serving as a key liaison between stakeholders and the Epic Electronic Health Record (EHR) system.
• Analyze and interpret business requirements from providers and end-users, translating them into effective and efficient Epic EHR configurations to enhance usability and functionality.
• Develop and implement strategies for optimizing Epic workflows, ensuring seamless integration of system capabilities with the specific needs and goals of our staff. Deliver coaching sessions via multiple modalities, one-on-one, group setting, virtually and by phone.
• Serve as a resource for health professionals/customers on key content areas.
• Coordinate changes/workflows with the training team to deliver trainings or re-trainings as appropriate.
• Assist in the coordination of consultations, including planning meeting logistics, communicating, preparing content for meetings, and coordinating follow-up.
• Serve as a vital piece in building and fostering positive relations within the team and organizations.
• Monitor and disseminate required Key Performance Indicator data/reports, both internally and externally.
• Assist in the development of evaluation methods to assess program strengths and identify areas of improvement.
• Manage and monitor assigned communication tools (Jira, email, SharePoint site, and Ella forums)
• Implement and manage changes and interventions to ensure program goals are met in areas including customer satisfaction, safety, quality, and team member performance.
• Complete Continuum UAT for all releases.
• Responsible for Epic regular and ad-hoc upgrades.
• Provide end-user support and troubleshoot issues with Epic.
• Ensure adherence to privacy, security, regulatory compliance, and accreditation standards.
• Establish guidelines for documentation of business processes.
• Other duties as assigned.

Benefits
Successful candidates will receive regionally competitive salaries, above average health benefits at reduced costs, company-paid life insurance & and long-term disability insurance, an additional voluntary retirement plan with company match, and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company-paid malpractice insurance for all providers
• Professional development hours offered annually

Physical Demands and Work Environment
The work environment is characteristic of a medical clinic environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands and arms to reach. The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually quiet.
The employee may be in contact with individuals and families in crisis who may be ill, using substances, and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client's use of alcohol and drugs, and the lack of personal care. The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.
WellSpace Health is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws. WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WellSpace Health is an Equal Opportunity Employer