Note: The job is a remote job and is open to candidates in USA. CTG is seeking to fill an Epic Managed Services Support Analyst position for our client. The role involves providing Tier 2 support for Epic ClinDoc, Orders, and ASAP, troubleshooting issues, and collaborating with clinical leadership to optimize workflows.
Responsibilities
- Provide Tier 2 support for Epic ClinDoc, Orders, and ASAP within a managed services model
- Troubleshoot and resolve incidents, service requests, and defects in accordance with SLAs and ITIL best practices
- Participate in on-call rotations and after-hours support as required
- Analyze clinical workflows and end-user issues to identify root causes and recommend solutions
- Support Nursing, ED, and OB workflows including documentation, flowsheets, orders, tracking boards, and patient status management
- Collaborate with clinical leadership to optimize documentation, patient throughput, and care delivery processes
- Perform system configuration and maintenance in Epic ClinDoc, Stork, and ASAP including templates, flowsheets, forms, tracking boards, and rules
- Support content updates, regulatory changes, and clinical best-practice enhancements
- Maintain system build documentation and configuration standards
- Participate in Epic upgrades, patches, and managed services release cycles
- Perform unit, integrated, and regression testing
- Support validation of clinical workflows and ensure minimal disruption to end users
- Document incidents, root cause analyses, and resolution steps
- Communicate effectively with clinical users, managed services leadership, and technical teams
- Escalate complex issues to Epic or internal technical teams as needed and follow through to resolution
- Assist with end-user training, tip sheets, and workflow documentation
- Contribute to knowledge bases and standard operating procedures (SOPs)
- Serve as a subject matter expert (SME) for supported Epic modules
Skills
- EPIC certified in Orders, Orders Transmittal and any additional certs - ClinDoc, ASAP, Stork, Behavioral Health, Rehab, Case Mgmt
- Provide Tier 2 support for Epic ClinDoc, Orders, and ASAP within a managed services model
- Troubleshoot and resolve incidents, service requests, and defects in accordance with SLAs and ITIL best practices
- Participate in on-call rotations and after-hours support as required
- Analyze clinical workflows and end-user issues to identify root causes and recommend solutions
- Support Nursing, ED, and OB workflows including documentation, flowsheets, orders, tracking boards, and patient status management
- Collaborate with clinical leadership to optimize documentation, patient throughput, and care delivery processes
- Perform system configuration and maintenance in Epic ClinDoc, Stork, and ASAP including templates, flowsheets, forms, tracking boards, and rules
- Support content updates, regulatory changes, and clinical best-practice enhancements
- Maintain system build documentation and configuration standards
- Participate in Epic upgrades, patches, and managed services release cycles
- Perform unit, integrated, and regression testing
- Support validation of clinical workflows and ensure minimal disruption to end users
- Document incidents, root cause analyses, and resolution steps
- Communicate effectively with clinical users, managed services leadership, and technical teams
- Escalate complex issues to Epic or internal technical teams as needed and follow through to resolution
- Assist with end-user training, tip sheets, and workflow documentation
- Contribute to knowledge bases and standard operating procedures (SOPs)
- Serve as a subject matter expert (SME) for supported Epic modules
- Epic ClinDoc
- Epic Orders
- Epic ASAP (ED)
- Epic Stork
- Managed Services Support
- Clinical Workflow Optimization
- Incident & Problem Management
- Epic Configuration & Build
- Healthcare IT
- Bachelor's degree in Information Systems, Healthcare, Nursing, or a related field, or equivalent experience
- 3+ years of Epic application support experience, including hands-on experience with: Epic ClinDoc, Stork, CaseMgmt etc, Epic Orders, Orders Transmittal, Epic ASAP (Emergency Department)
- Strong understanding of clinical workflows in inpatient, ED, and obstetrics settings
- Experience supporting Epic in a managed services or shared services environment
- Ability to troubleshoot complex clinical application issues under time-sensitive conditions
- Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required
Company Overview