Application Support Careers

POSITION SUMMARY:

The Active Directory Analyst is responsible for establishing correct user access across multiple client applications following agreed upon policies and procedures. The incumbent ensures configuration, testing, validation, maintenance, incident resolution, and ongoing support of the related active directory and additional 3rd party application(s) as well as maintaining in-depth knowledge of the software functionality and acquiring/utilizing knowledge of the related end user operational workflows.

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation. 

Technical Support

• Resolve end user reported incidents/problems and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.
• Provide timely follow-up and status updates to clients as issues are processed and resolved.
• Proactively make suggestions to leadership to reduce or eliminate recurring issues and mitigate risk.
• Follow established guidelines for system change control.
• Manage, maintain, and document Active Directory integrations.

• Maintain and ensure service-level and availability of Active Directory infrastructure.
• Participate in troubleshooting and incident/problem resolutions with other infrastructure teams.

Client Provisioning

• Operate as point of contact for access to client systems, including Electronic Medical Records, ticketing systems, IVRs, reporting tools, and other platforms.
• Understand appropriate access by team and function, application process and timelines, and potential barriers to success.
• Identify issues with current distributed provisioning processes and create and deploy new practices for a centralized function that improves response time, mitigates client- and agent-side issues, and increases overall efficiency.
• Continuously monitor status of all provisioning activities and current licenses.
• Ensure highest standards of security, privacy, and data integrity are met regarding the overall provisioning and access of systems.

Security

• Coordinate and escalate support of complex, enterprise level active directory solutions, specifically pertaining to security.
• Perform various functions and duties in support of audit and compliance deliverable - verification/remittance of directory security evidence.

Other

• Provide excellent customer service to customers by monitoring and responding quickly and effectively to requests.
• Assist with training team members on practices procedures, and technical aspects of the job.
• Lead and mentor junior active directory administrators in best practices and procedures.
• Perform other duties as assigned.

Additional Information:

Customer Focus:

• Position primarily serves external clients.

Confidentiality:

• Access to and/or works with sensitive and/or confidential information.

HIPAA:

• Exhibit a deep understanding of healthcare regulatory and compliance (e.g., HIPAA, HPI, Joint Commission Standards). Skilled in the design and application of policies and procedures.  Knowledge of Corporate Standards and Recommended Practices.

KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education: Associate’s degree in Information Systems, Business, or related technical field; equivalent experience can be .

Experience:

• 3 years’ Active Directory experience supporting IT and network services in a distributed environment
• Experience with agile development methods
• Experience with data integration mechanisms
• Experience with architectural design tools
• Technical experience with active directory security
• Knowledge of AD Security best-practices, latest security threats/trends and mitigations
• Experience with active directory object management, security models and trust creation
• Strong working knowledge of Windows 2008, 2012 and 2016 operating systems platforms, DNS, networks, DMZs, firewalls, network security zones and IPv6 preferred
• Experience performing large scale upgrades, migrations, transitions and consolidation of active directory domains and forests
• Working knowledge of Certificate/CA/PKI infrastructure
• Hands on experience on Active Directory Installation, administration, optimization, problem isolation and resolution preferred
• Performed cross platform audits of Active Directory (AD) objects and user permissions.
• Developed organizational units in Active Directory (AD) and managed user security with group policies.
• Managing Group Policy Objects (GPOs) throughout the Active Directory (AD) enterprise Configure users, groups, group policy objects, service accounts, application layer services and other objects, often coordinating with software developers.
• Knowledge of installing, upgrading and maintaining Certificates
• Working experience on the Microsoft Account management
• Hands on experience in the MS SQL administration
• Knowledge in the Load Balancer Roles and Responsibilities
• Able to demonstrate a detailed understanding of Active Directory and the identity management approaches
• Demonstrate strong organizational, analytical and problem-solving skills in order to evaluate situations make recommendations and take prompt action.
• Strong knowledge of AD zone types as well as multi forest design and communications
• Comprehensive background in managing Windows server and workstation-based operating systems via Active Directory Group Policy.

Certifications & Licenses:

Valid State Drivers’ License

Skills and Abilities:

Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Technical Computer Skills – Demonstrate use of intermediate computer operations (basic programming, relational databases, and operating systems) and intermediate software packages.

Communication – Excellent communication skills, including proven experience effectively communicating technical challenges and solutions to peers, customers and senior management.

Varied Business Problems – Problems are varied and complex, requiring analysis or interpretation of the situation.  Problems are solved using knowledge and skills, general precedents and practices.

Job Specific Impact -- Decisions generally affect own job or assigned functional area.

Functional Independent Judgement – Provides and sets goals and priorities for functional area.  May make recommendations for the department policies, practices, and programs.  Makes decisions for and/or resolves problems for others.

Moderate Planning / Organization -- Handle multiple tasks simultaneously with moderate complexity.

PHYSICAL AND MENTAL DEMANDS:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 50 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.

Noise level in the work environment is typical for an office and/or hospital environment.

Minimum overnight travel (up to 10%) by land and/or air.

POSITION SUMMARY:

The Clinical Service Desk Analyst is responsible for providing Tier 1 support to patients, physicians, and hospital staff for Epic related hospital applications primarily focused on clinical software needs.

Requirements:

·      Epic clinical experience as end user, credentialed trainer, or other relevant clinical experience

·   2 years’ customer service experience

·      Clinical software experience (Epic, Cerner) required

·      Call center experience a plus

ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.  

Routine Support (90%)

·      Provides 24/7/365 Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.

·      Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.

·      Utilizes customer service guidelines as outlined in HDI relevant training.

·      Uses client provided knowledgebase and client specific procedures to resolve issues.

Continuing Education (10%)

·      Acquires and maintains a general and clinical knowledge of client and related Epic software applications.

·      Attends professional development training as appropriateinstructed.

·      MainObtains necessary technology skills to perform common client specific Ffirst cCall Rresolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.

·      Exhibits rRegular and reliable attendance.

·      Performs other duties as assigned.

Additional Information:

Customer Focus:

·      Position primarily serves external customers.

HIPAA:

·      Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices.

KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education:

·      High School Diploma, GED, or equivalent

·      2-year Degree preferred

Experience:

·      Epic clinical experience as end user, credentialed trainer, or other relevant clinical experience

·      2 years’ customer service experience

·      Clinical software experience (Epic, Cerner) required

·      Call center experience a plus

Certifications & Licenses: Valid State Drivers’ License preferred

Skills and Abilities:

Business Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Foundational Computer Skills -Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc.

Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Routine Business Problems - Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.

Job Specific Impact - Decisions generally affect own job or assigned functional area.

Foundational Judgment - Results are defined and existing practices are used as guidelines for how to complete work activities’ works closely with supervisors/manager who provides broad guidance and overall direction.

Foundational Planning / Organization - Prioritize assigned and routine tasks. Handle appropriately.

PHYSICAL AND MENTAL DEMANDS: 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear;  taste or smell. The employee must occasionally lift, push, pull and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

·      Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.

·      Noise level in the work environment is typical for an office and/or hospital environment.

·      Minimum overnight travel (up to 10%) by land and/or air.                                                                                                                                                                                                                               

**Must have Epic ASAP, ClinDoc &/or Stork Certification**

**Experience with Nurse Triage Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic Ambulatory Certification Required**

**Additional Certifications Preferred (Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Healthy Planet, Referrals, Welcome, Research)**

Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Must have Epic Beaker AP and CP Certification**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic Bridges Interface Certification Required**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other      technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support      representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Must have Epic Cadence, ADT, and/or Prelude Certification**

**Epic Referrals Certification Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic HB Claims Certification Required**

**Experience with Charge Router and Third Party Claims Systems Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic Home Health Hospice & Ambulatory Certification Required**

**Epic SmartForms Certification Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Must have Epic OpTime & Anesthesia Certification**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic Orders & ClinDoc Certification Required**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic PB Claims Certification Required**

**Experience with Charge Router and Third Party Claims Systems Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic Radiant and Cupid Certification Required**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Must have Epic Clarity certification**

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other      technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support      representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic Security Certification Required**

**Additional Certification(s) Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

**Epic Willow Certification Required**

**Epic Willow Ambulatory, Willow Inventory, & Beacon Certification(s) Preferred**

Job Details:

Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.

Responsibilities:

Technical Support

• Resolve end user reported incidents/problems escalated through Tier 1 and fulfill correctly submitted and approved end user service requests via technical build, configuration, and testing.
• Use expertise to create critical, technical documentation of service requests.

System Maintenance/Improvement

• Perform in-depth analysis and data collection of report details and other technical issues associated with Epic software.
• Perform maintenance tasks (error queues, reviews, etc.) and participate in development, execution, and sign off of system testing.
• Develop and maintain detailed documentation on system configurations and technical components.
• Identify potential system enhancement needs and introduce best practice options for future state workflows and processes.

Client Support

• Maintain regular communication with and collaborate with client support representatives, client’s business community, and end users to ensure the system meets the client’s business needs.
• Provide application expertise to the client team and advisory groups to facilitate discussions and decisions.
• Participate in the planning and execution of application go-live and post-live activities for upgrades and system enhancements.

Do you have a technical/IT acumen? Have you worked at a service desk?

Are you passionate about customer service?

What is the work?

• Supporting hospital clients with basic IT customer service (portal navigation, password inquiries, etc.)
• Providing great service with a great attitude and using problem solving skills to quickly address issues
• We need extra support because hospitals are busy due to COVID-19 and patients need our support

What is the shift?

• Expect 28 hours or less a week for the foreseeable future
• Day hours – Mon-Fri
• Higher volumes earlier as hospitals are busier
• This will be a remote/work from home position initially

What are the technology requirements?

• Private work space
• Stable high-speed internet connection
• Personal computer
• HCTec will provide an access point for our network (we’ll either ship to you or you can pick up from Brentwood or Hohenwald office)

Qualifications

• Basic technical competencies
• Strong customer service
• Contingent on passing background check & drug screen
• Paid training provided

Are these roles temp to perm?

• While these are not temp to perm positions, there will be opportunities to transition to full-time work in future

Benefits

• Initially, not eligible.
• If you come on FT perm in the future, you would be eligible for our full benefits package, including PTO, paid holidays, etc.

Do you have a technical/IT acumen? Have you worked at a service desk?

Are you passionate about customer service?

What is the work?

• Supporting hospital clients with basic IT customer service (portal navigation, password inquiries, etc.)
• Providing great service with a great attitude and using problem solving skills to quickly address issues
• We need extra support because hospitals are busy due to COVID-19 and patients need our support

What is the shift?

• Expect 28 hours or less a week for the foreseeable future
• Day hours – Mon-Fri
• Higher volumes earlier as hospitals are busier
• This will be a remote/work from home position initially

What are the technology requirements?

• Private work space
• Stable high-speed internet connection
• Personal computer
• HCTec will provide an access point for our network (we’ll either ship to you or you can pick up from Brentwood or Hohenwald office)

Qualifications

• Basic technical competencies
• Strong customer service
• Contingent on passing background check & drug screen
• Paid training provided

Are these roles temp to perm?

• While these are not temp to perm positions, there will be opportunities to transition to full-time work in future

Benefits

• Initially, not eligible.
• If you come on FT perm in the future, you would be eligible for our full benefits package, including PTO, paid holidays, etc.

ESSENTIAL FUNCTIONS:  To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.

Routine Support (90%)

• Provide 24/7/365 Tier 1 support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• Triage end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
• Utilize customer service guidelines as outlined in HDI training.
• Use client provided knowledge base and client specific procedures to resolve issues.

Continuing Education (10%)

• Acquire and maintain a general knowledge of client and Epic applications.
• Attend professional development training as appropriate.
• Obtain necessary technology skills to perform common client specific first call resolution tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
• Regular and reliable attendance.
• Perform other duties as assigned.

Additional Information:

Customer Focus:

• Position primarily serves external customers.

HIPAA:

• Exhibit a basic understanding of healthcare regulatory and compliance (e.g., HIPAA).  Skilled in the application of policies and procedures.  Knowledge of Corporate Standards and Recommended Practices.

KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education: High School Diploma, GED, or equivalent

Experience: Less than 2 years

Certifications & Licenses: Valid State Drivers’ License

Skills and Abilities:

Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Foundational Computer Skills -- Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc.

Foundational Communication -- Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Routine Business Problems -- Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.

Job Specific Impact -- Decisions generally affect own job or assigned functional area.

Foundational Judgement -- Results are defined and existing practices are used as guidelines for how to complete work activities’ works closely with supervisors/manager who provides broad guidance and overall direction.

Foundational Planning / Organization -- Prioritize assigned and routine tasks. Handle appropriately.

PHYSICAL AND MENTAL DEMANDS:

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.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell.  The employee must occasionally lift, push, pull and/or move up to 20 pounds.  Repetitive motion of upper body required for extended use of computer.  Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.

Noise level in the work environment is typical for an office and/or hospital environment.

Minimum overnight travel (up to 10%) by land and/or air.