Summary
Provides Level 1 support for Epic-integrated interfaces and associated workflows, serving as the first point of contact for client issues and inquiries. This role is responsible for monitoring, triaging, and coordinating the resolution of interface-related tickets to ensure consistent, timely communication and continuity for both clients and internal teams.
The Support Analyst acts as the first line of defense for interface-related issues, performing initial investigation and escalation to appropriate Level 2–3 resources as needed. The ideal candidate has foundational Epic knowledge (particularly in Bridges, Orders, or Results), a strong understanding of healthcare data workflows, and exceptional communication skills to coordinate effectively across teams such as Integration Analysts, Engineering, Implementation, and Customer Support.
Job Responsibilities
- Serve as the primary point of contact for incoming interface support tickets and client inquiries related to Epic AURA and/or P2P integrations.
- Monitor ticket queues (e.g., ServiceNow, Jira, or Salesforce) and triage issues to the correct internal teams or analysts.
- Perform basic investigation and validation of interface-related issues, including review of HL7 message logs, error queues, and order/result message delivery.
- Escalate tickets requiring deeper technical analysis to Level 2–3 Epic Analysts or Engineering, providing detailed initial findings to support efficient troubleshooting.
- Track open tickets to ensure timely follow-up and resolution, maintaining proactive communication with both clients and internal stakeholders.
- Document recurring issues, patterns, and trends to support process improvement and product stability.
- Collaborate with Epic Analysts, Implementation Managers, and Engineering to maintain smooth transitions between go-live and ongoing support.
- Support queue monitoring, reporting, and dashboarding to ensure adherence to SLAs and client satisfaction metrics.
- Contribute to internal knowledge base documentation, support workflows, and training related to Epic integration processes.
Education, Experience, and Skills
- 2+ years of experience supporting Epic systems or healthcare interface operations.
- Foundational understanding of Epic workflows and data exchange between Epic and external systems (orders, results, and interface messaging).
- Strong customer service focus with excellent written and verbal communication skills.
- Proven ability to triage and troubleshoot issues across complex systems and escalate appropriately.
- Experience with Salesforce required for ticket management and client communication; Jira or ServiceNow experience a plus.
- Working knowledge of HL7 message review and troubleshooting
- Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated ability to collaborate effectively across technical and non-technical teams.
Certificates, Licenses, Registrations
- Epic certification or demonstrated Epic proficiency required (Bridges, Beaker, or related modules preferred).
- Additional certifications (ITIL, CompTIA, or other support-related credentials) are a plus.
Physical Demands
- Ability to stand, walk, and sit for extended periods.
Work Environment
- Work is primarily performed in a remote office setting.
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