Clinical Support Analyst

Provide Epic and other clinical system support to Physician, APP, RN and other licensed staff regarding workflows, access, or other issues. Partner with other provider support teams on new issues and/or resolutions. The analyst interacts with customers, typically over the phone, to gather information, analyze their issue, provide guidance to incident resolution and, if necessary, forward/assign the issue to the appropriate next levels of IT support. The analyst conducts analysis, as needed, to support leadership escalation, new trends identification or to define end user impact. The analyst needs monitor communication regarding changes in the environment including security tools, applications, workflows, or any other change that could result in issues experienced by our customers. The analyst continues to learn new applications as part of the Corewell ecosystem. During the analyst's day, multiple tools will be needed to assist with troubleshooting and resolution including: ServiceNow, SailPoint, Workday, Logmein (GoTo), SCCM, Active Directory Users & Computers (ADUC), PING Admin, Duo Admin, Azure, Citrix Director, Epic EMR inpatient and ambulatory support including MyChart, EpicCare Link, Haiku & Canto, Teams, Exchange, and others.

• As an experienced member of the Clinical Support team, provide support and guidance to the 1st level Service Desk, as needed to help them achieve first call resolution.
• Troubleshoots application related issues over the phone, specifically electronic medical record (EMR) application issues. Able to troubleshoot and resolve common and some more complex Epic EMR and other clinical application problems and assists end users with application functionality and workflow issues by providing them any education as needed. Assist users to identify current operating procedures and clarify business objectives.
• Apply application/system knowledge to develop solutions to meet business/customer requirements, compare and evaluate options and recommend appropriate course of action with guidance from senior level colleagues. Participate in some phases of the system development life cycle with guidance from senior level colleagues.
• Assist in testing, debugging & documenting all aspects of a solution including correct results, integration, data, and system Integrity.
• Participate in a command post and/or on-call rotation to provide off-hours end user support where applicable. May be involved with project or other work not directly related to the core job functions.
• Uses and contributes documentation to the Knowledge Database to assist with triaging incidents, assigning proper priority to issues, and assigning incidents, as required, to the correct DS Support Teams. Identify incident trends and escalate as appropriate. Recognize and advise leadership of concerns and/or issues and provide appropriate follow up to identified issues.
• The analyst will work remotely but needs to be prepared to work onsite when requested or when there are home network, power, or other issues.
• May be requested to participate in other duties or participate in special projects including: Epic training of level 1 service desk personnel, develop & maintain training materials, Training of other support teams new business investigation and share impact with the team, attend meetings that may not be directly related to the day-to-day worked performed by the team, attend Epic operational readiness meetings to support our targeted customer population, testing & debugging new functionality or systems prior to enterprise deployment.

Required

• Associate's degree or equivalent related field
• 3 years of relevant Service Desk/Service Delivery experience or other technical experience including site support, Epic application support or training
• 3 years of relevant EMR Experience

Preferred

• Bachelor's Degree related field
• Service desk leadership position such as team lead, supervisor, quality & training, customer relationship manager, problem manager and the like
• Prior EPIC EMR experience with ambulatory & impatient nursing, provider, and APP workflows

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

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Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.