Managed Services Careers

This is a full-time regular position with benefits that requires living in TN.

Do you have Cerner and/or Epic implementation or go-live experience?

Are you a traveling Cerner/Epic/EMR consultant looking for stability instead of project work?

Join our Team

HCTec provides Tier I/Help Desk and Tier II Application Support Managed Services to clinicians, patients, admin staff, and students at some of the largest and most respected healthcare providers and universities in the country. We are currently seeking Cerner/Epic experienced professionals to join our Managed Services' team at our Brentwood Headquarters. This is a full-time (40 hours/week) position with benefits. 

Note: This is not a project-based contract/consulting position.

What You'll Be Doing

With Cerner/Epic upgrade training provided, you'll provide Tier 1 clinical help desk support via phone, live chat sessions, and email to troubleshoot clinically-oriented technical issues. You’ll be helping those who are helping others with their technical needs, from patients to physicians. 

What We're Looking For

• Cerner and/or Epic service center ATE support experience
• Degree or equivalent prior experience as a Cerner/Epic Analyst or Trainer preferred
• EMR/EHR experience - Cerner HNA, Millennium, PowerChart preferred
• Cerner and/or Epic project work, including implementations and/or go-lives.
  
• Familiarity with clinical workflows
  
• Passion for providing clinical user support
  
• Problem solvers
  
• High attention to detail

What's In It For You

• Great pay!
• Multiple schedules available!
• Amazing benefits' package, including medical, dental, and many more!
• Paid time off and holidays!
• Casual and fun culture!
• Learning environment!
• Opportunity to work with premier healthcare and university institutions!
• Full training, including upgrades, provided 

Apply now through our easy application process!

This is a full-time regular position with benefits that requires living in TN.

Do you have Cerner and/or Epic implementation or go-live experience?

Are you a traveling Cerner/Epic/EMR consultant looking for stability instead of project work?

Join our Team

HCTec provides Tier I/Help Desk and Tier II Application Support Managed Services to clinicians, patients, admin staff, and students at some of the largest and most respected healthcare providers and universities in the country. We are currently seeking Cerner/Epic experienced professionals to join our Managed Services' team at our Hohenwald, TN Service Center. This is a full-time (40 hours/week) position with benefits. 

Note: This is not a project-based contract/consulting position.

What You'll Be Doing

With Cerner/Epic upgrade training provided, you'll provide Tier 1 clinical help desk support via phone, live chat sessions, and email to troubleshoot clinically-oriented technical issues. You’ll be helping those who are helping others with their technical needs, from patients to physicians. 

What We're Looking For

• Cerner and/or Epic service center ATE support experience
• Degree or equivalent prior experience as a Cerner/Epic Analyst or Trainer preferred
• EMR/EHR experience - Cerner HNA, Millennium, PowerChart preferred
• Cerner and/or Epic project work, including implementations and/or go-lives.
  
• Familiarity with clinical workflows
  
• Passion for providing clinical user support
  
• Problem solvers
  
• High attention to detail

What's In It For You

• Great pay!
• Multiple schedules available!
• Amazing benefits' package, including medical, dental, and many more!
• Paid time off and holidays!
• Casual and fun culture!
• Learning environment!
• Opportunity to work with premier healthcare and university institutions!
• Full training, including upgrades, provided 

Apply now through our easy application process!

**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.

Join our Team

HCTec provides Tier I/Help Desk and Tier II Application Support Managed Services to clinicians, patients, admin staff, and students at some of the largest and most respected healthcare providers and universities in the country. We are currently seeking Epic experienced professionals to join our Managed Services' team with one of our Los Angeles clients. This is a full-time (40 hours/week) position with benefits. 

Requirements: 

• Local to LA required– Specifically in East LA
• Strong Epic knowledge/skills (required)
• Preferred Epic Certs/Knowledge (in order of preference): Ambulatory, PB/PB Claims, Cadence
• Knowledge of clinic operations – Client does not have any hospitals; they are 100% ambulatory (required)
• Understanding how clinics work/operate will be a key skillset
• Leadership/PM experience (highly preferred)
• This individual will be overseeing our Managed Services team and helping them organize/prioritize their day to day work along with presenting to client's leadership team
• Leadership experience as a PM, Team Lead, etc. is required
• Clinical background (preferred)

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.

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

Are you passionate about customer service?

Join our Team

HCTec provides Tier I/Help Desk and Tier II Application Support Managed Services to both clinicians and patients at many of the largest and most respected healthcare providers in the country. We are currently seeking Service Desk Analysts/IT Help Desk to join our Managed Services' team at our Brentwood Headquarters

What You'll Be Doing

With full training provided, HCTec Service Desk Analysts provide Tier 1 help desk support to our healthcare clients via phone support, live chat sessions, and email to troubleshoot technical issues for end users. You'll primarily provide end-user assistance that is routine to moderately complex in nature and require basic problem resolution skills.

What We're Looking For
• Technical acumen; technical certifications are a plus; active directory, multi factor authentication, iOS and Android devices, Citrix remote access, preferred;
• Passion for and responsibility to the customer with proven experience; communicates effectively both oral & written;
• Active listeners;
• Problem solvers;
• Continual learners; ability to follow knowledge based articles to resolve caller problems;
• Multi-taskers; ability to work in a fast-paced environment;
• Able to use a keyboard to type at least 40 WPM.
• Ideal: healthcare experience, service desk experience

What's In It For You
• Great pay!
• Multiple schedules available!
• Amazing benefits' package, including medical, dental, and many more!
• Paid time off and holidays!
• Casual and fun culture!
• Learning environment!
• Opportunity to work with premier healthcare institutions!
• Full training provided!