Req ID: 371404
We are currently seeking a
Business Systems Analysis Specialist to join our
Clinical Service Desk team. This is a fully remote position, with the opportunity to work from home anywhere in North America.
This role is part of our Provider Clinical Service Desk and serves as a senior agent with primary responsibility for handling inbound customer calls and working Self Service tickets to resolution. It operates within a 24x7x365 call center environment supporting our customers. Schedule flexibility is required, and work hours may change based on business and coverage needs.
Role Responsibilities- Respond to client incidents and service requests related to the clinical components of the Epic EHR suite, including (but not limited to) workflow issues, application errors, and user access concerns
- Proactively manage both assigned and unassigned incidents and requests to ensure timely resolution
- Drive issue resolution in alignment with established Service Level Agreements (SLAs)
- Handle incoming calls and tickets while following account-specific procedures and documentation standards
- Maintain a strong understanding of current Epic configurations, functionality, and system updates
- Contribute to the development and continuous improvement of knowledge articles, training materials, and support documentation
- Analyze closed incidents to identify trends, gaps, and opportunities to enhance the knowledge base and overall service delivery
- Provide mentorship and guidance to service desk staff, supporting skill development and quality improvement
Preferred Qualifications- Strong experience with Epic clinical workflows and functionality
- Minimum of 5 years of clinical care delivery experience
- Minimum of 5 years of experience supporting Epic, including implementation, build, or ongoing operational support
- Epic Certification or Proficiency in one or more Epic modules (preferably Ambulatory module)
- Demonstrated commitment to a service-oriented mindset when working with clinicians, end users, and colleagues
- Proven ability to analyze both quantitative and qualitative data to support decision-making and process improvement
- Excellent communication and documentation skills
- Prior team leadership, mentoring, or supervisory experience
- Experience integrating Epic or other EMR systems with ancillary or third-party clinical systems
Basic Qualifications- Minimum 1 year Healthcare-Healthcare Systems-Customer Service
- Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support
