JOB SUMMARY Analysts in this role are responsible for developing, testing, maintaining, installing, and/or deploying of Epic app and related information technologies. In addition, they are responsible for the establishment, development, and promotion of standard architectures, as well as hardware and software. JOB QUALIFICATIONS Education: Bachelor's degree in an Information Systems / Clinical Informatics related field or 4 years of related IT experience in a healthcare environment. Licensure: Credentials in clinical practice or health information technologies are required. Epic Certification is preferred (May hire into position without certification, but must attain certification within first 45 days of HHCS-sponsored Epic training to continue employment). Experience: Two (2+) years within information technology. Minimum of one (1+) year of Hospital/Health Care organizational experience. Skills Complete Epic HIM application system knowledge. Analysis and troubleshooting of Epic HIM applications. Manages multiple tasks at once; prioritize and adjust for roadblocks and problems. Reports status of activities to management on a regular basis, escalates appropriately, and completes tasks in within estimated timeframes. Participate in all aspects of improving the team including education/training of other team members, contributing to internal initiatives to improve processes and/or communications, and looks for opportunities to operate more efficiently or effectively. Has developed deep conceptual and practical expertise in own discipline and basic knowledge of related disciplines. Understands workflows and makes thoughtful recommendations on the fly. Creates unique solutions based on experiences and knowledge of other's build/configure and workflows. Incorporates future software direction into recommendations. Demonstrated ability to collaborate effectively with others, gain trust and build/configure strong relationships. Flexibility and adaptability with respect to changing end-user business needs. Seeking, logically examining, and interpreting information from different sources to determine a problem's cause and developing a course of action to resolve the problem and to prevent its recurrence bring effective solutions to complex customer problems. The ability to persevere in difficult situations, overcome obstacles, and reach high levels of performance when faced with stressful work situations and time pressures. The willingness to put forth extra effort when required, including demonstrating persistence in the face of obstacles and adversity. A highly motivated, detail and service oriented individual that enjoys working with others in a team, that can accurately set priorities, work effectively with minimal direction in a job environment involving creative leadership, possessing written and verbal communication skills, problem solving, organizational and technical skills which include PC familiarization; A technical and functional understanding of hospital, clinic, and related information systems that will allow credibility in the eyes of Hamilton Health Care Systems (HHCS) management, end users, other Informatics Team members, consultants and vendors; Computer skill set and/or enhanced specialty area workflow knowledge that encompasses intrinsic troubleshooting knowledge and operation optimization strategies; Familiar with a variety of the field's code sets, concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected while enforcing established standards. Additionally, the Epic Analyst may provide consultation on complex projects, and IS considered to be a top level contributor/specialist that can make it happen. A working knowledge of processes performed by the specific areas in health information served, Administrative, operational and technical skills necessary to properly identify, justify and fulfill departmental automation requirements; Ability to work with and utilize to the best advantage the HHCS representatives of various vendors and consultants; A mature individual with a strong sense of customer service, organization, optimization, and continuous improvement 1. Provides high level customer service and department service 1.1 Provides high-level customer service, troubleshooting, maintenance, and training materials for Epic HIM, Identity, ROI, and other applications Epi as necessary. 1.2 Creates end user references expressing ideas clearly utilizing language and terminology that is understandable for the reader. 1.3 Manages navigation of build migration paths, change control process/governance, and ticket management processes. 1.4 Participates and sometimes leads projects by translating customer needs, meeting deliverables, establishing status reporting, including to internal leadership when required, as well as managing customer relationships and expectations. 2. Assists physicians and other clinical end users in the use of information systems to improve efficiency, satisfaction, workflow, patient care, and outcomes through effective usage of our clinical application systems. 2.1 Serves as a change agent, liaison, and resource to those impacted by implementations of computer based technologies. 2.2 Works collaboratively with other departments in evaluating, implementing, and maintaining clinical technology programs that have a direct impact on the enterprise clinician. 2.3 Functions as a resource and liaison to physicians and their support staff members to troubleshoot and communicate computer system information related to system changes, new implementations, break-fix issues, and requested new computer system functionality or hardware that enhances value. 2.4 Serves as a direct liaison to ambulatory and clinic setting users of the informatics systems in an effort to enhance the value of computer system usage. 2.5 Works with Team members to facilitate organizational changes by recommending processes and procedures that eliminate non-value added activities. 3. Collaborates with others in the enterprise to drive value, reduce risk, assure compliance, and increase satisfaction. 3.1 Working in collaboration with Risk Management and Quality Assurance, identifies and manages issues and situations involving clinical informatics that may arise. 3.2 Provides or coordinates technical support to clinicians and other clinical area staff members, IS technical support, system users, and vendors to diagnose, resolve, and document problems in a timely manner and according to established procedures. 3.3 Uses a method of on-going feedback and input from clinical users of the computer systems and follows up in a timely manner on any concerns or suggestions. 3.4 Through interdisciplinary collaboration and analytics systems like Caboodle, produces useful data from the system in order to gather information that will result in optimal clinician system usage. 3.5 Verbalizes and demonstrates a working knowledge of requirements of accrediting and regulatory agencies in regards to clinical information and data and its use to improve patient care and meet required standards. 3.6 Acts as a contributing member to various committees and councils directly related to value add extension of informatics and seek to exploit the value of the organization's investment in advanced clinical computer application systems. 3.7 Helps to maintain the computer system downtime response and recovery plans for the patient care areas of the enterprise, including conducting an annual assessment and drill of those plans and downtime procedures. 3.8 Participates in annual HIPAA System Risk Assessments conducted in the ambulatory setting. 3.9 Actively participates in the organization Change Management program as the clinician's voice. 3.10 Understands and works to adhere to the regulatory and compliance needs of HHCS clinical settings, and seeks to protect licensed care providers and the organization from non-compliance and unnecessary risk. 3.11 Performs other duties as assigned by the Informatics Director 4. Serves as a change agent, liaison, and resource to those impacted by new implementations and system updates. 4.1 Functions as a resource and liaison for clinicians to ensure appropriate communication and interaction among those involved in project implementation. 4.2 Reviews and/or participates in the implementation teams of clinical systems, which may be comprised of clinical service areas, vendors and consulting representatives. 4.3 Performs testing of any computer application system changes whether through new acquisitions, existing software upgrades, added computer hardware platforms, or break-fix issue resolution efforts. 4.4 Acts as the voice of the patient, physician, and clinician in evaluating, testing, and maintaining enterprise clinical computer application systems. 4.5 Actively works toward resolution of issues that pose obstacles to efficient and effective clinician workflows, regulatory compliance, incentive program participation, patient throughput, and effective and timely communication between care providers and others. 4.6 Serves as a facilitator for problem solving as the need arises. 5. Assumes responsibility for maintaining own competency and professional growth. 5.1 Assumes direct responsibility for maintenance of any licensure and any certification or other required credentialing. 5.2 Participates in own performance appraisal by identifying goals and job-related needs based on self-assessment and direct input from others. 5.3 Successfully completes hospital-based in-services required. 5.4 Keeps current in the professional field by participating in Epic clinical organizations, seminars, and conferences and reading professional research articles and journals. 5.5 Works towards or has completed advanced educational programs that continue to improve the relevant knowledge set needed to be the best in this position. 6. Contributes to the Heart of Hamilton culture. 6.1 Understands that patients are our most important customer and their needs must come first in all decisions, as evidenced by zero documented complaints. 6.2 Acknowledges all customers, not just the patients, by making eye contact, smiling and letting them know they are there to assist, as evidenced by zero documented complaints. 6.3 Assists others in meeting their customers' needs, as evidenced by zero complaints. 6.4 Walks with those who need directions, unless it interferes with taking care of our first customers, which are our patients, as evidenced by visitors being escorted to their desired destination. 6.5 Maintains a clean and orderly environment. 6.6 Responds to calls, emails, and text messages in a timely manner. P - Professionalism "The expertise, qualities, and conduct that characterize a member of a profession" Be polite and courteous at all times. Actions display competence to customers and co-workers. Greets co-workers and customers with a warm and friendly smile acknowledging co-workers and customers in a positive manner and introduces self by providing name, department and role within the organization. Responds promptly to phone and e-mail messages. R - Respect "A positive feeling of esteem for a person or other entity" Treats everyone with courtesy and respect. Does not publicly air work related discontent to guests or other staff members. Is accountable for actions and follows through on commitments. Respectful towards co-workers and supportive of new associates through help and cooperation. I - Integrity "Honesty and consistency to a set of values" Steadfastly adheres to high moral principles and professional standards. Uses truth and honesty as a guideline in all decisions. Does not discuss customers, customers' family, physicians, or associates in public areas and keeps patient information confidential. D - Diligence "Constant and earnest effort applied to perform a task or accomplish a goal" Performs assignments in a timely manner while addressing customer needs and expectations. Keeps work area and surrounding environment clean and safe. Looks beyond assigned tasks. Seeks to understand and embrace change for the greater good of the department and organization. E - Excellence "The quality or state of being outstanding or superior" Is committed to doing an excellent job. Adheres to the organizational and departmental policy and procedures. Keeps customers and guests informed by updating periodically and apologize for delays.