Hiring Range

Location: Newport News, VA (onsite)

Overview
The iCare Support Analyst is responsible for achieving an in-depth understanding of iCare applications, additional integrated systems, policies, procedures and workflows of the areas they support. This role is responsible for continuously evaluating the iCare application by analyzing current state processes, troubleshooting issues, and identifying process improvement opportunities to ensure a successful integration between clinical/ business practice and the relevant iCare applications. The iCare Support Analyst evaluates potential mismatch between information technology workflows and clinical or business workflows and works with an integrated team to brainstorm and implement solutions. The Analyst must have the ability to understand and translate the functionality of the iCare application and workflow to team members/providers in both the practice/facility and the classroom setting.

What you will do

• Support two (2) or more Epic applications. Develop a working knowledge of all clinical information systems in place and the infrastructure for the clinical information systems to support the staff and leadership in troubleshooting, upgrades, and training. Continuously evaluate the EMR application by analyzing current state processes, troubleshooting issues, and identifying process improvement opportunities for successful integration.
• Provide technical and clinical expertise and communicate clinical system functionality and capabilities while participating in identifying alternative solutions that meet the needs of end-users and stakeholders. Stay abreast of new developments from Epic User Web.
• In conjunction with Stakeholders validate and determine if the problem, need or issue is application, training or technical related. Gather and organize relevant information pertaining to the incident and follow up through resolution.
• Collaborate with colleagues and other stakeholders to implement changes and associated education. Promote and educate the use of clinical informatics, standardization, and point-of-care decision support in everyday clinical practice. Ensure education associated with the changes is appropriate to the change and end-user.
• Participate in all system testing efforts and change management to ensure quality assurance is met
• Actively communicate system and end-user issues to the team. Collaborate with the team members to identify and solve problems and implement solutions.
• Optimize the design of clinical information systems to meet the needs of end-users including physicians, nurses, ancillary, clinical and administrative staff. Conduct re-evaluation of implemented solutions and workflows. Participate in ongoing change evaluation and support end-users in maintaining changed workflow and technological processes.
• Facilitate and teach (as appropriately credentialed) new hire and on-going training for system changes and upgrades to include onsite go live and upgrade support. Represent the end-users' workflow in health system initiatives. Provide ongoing evaluation of training and operational workflows.
• Maintain Epic Certifications and New Version Trainings

Qualifications

Education

• Bachelors Degree, in a related field (Healthcare Administration, Business Administration, Clinical Information Systems, Informatics, Information Technology, Sciences) (Required) or
• Program Graduate, Technical License (Required) or
• High School Diploma or GED, with 6 years of progressive healthcare experience, preferably in an Integrated Delivery Network in Clinical Care, Operations or IT support (Required)

Experience

• 3 years EPIC Support Training or EPIC End User experience in any healthcare business line (Required)
• 3 years of progressive healthcare experience, preferably in an Integrated Delivery network in clinical care, operations or IT system support (Required)

Skills and Abilities

• Competency in at least 2 EPIC End User Roles
• Ability to provide on-call support
• Ability to be receptive to needs expressed by customers while clearly communicating system capability and constraints
• Self-starter that can manage projects independently with strong follow up skills

Licenses and Certifications

• Credentialed Trainer - EPIC within 180 Days (Required)
• Epic Certification - EPIC within 180 Days (Required)

Other Requirements

• Call Rotation

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.