Epic Technical Training Senior Analyst

Role Overview

Key Responsibilities

1. End-User & Pre/Post-Training Support

1. Provide continuous, at-the-elbow and one-on-one virtual support for new hires and existing clinical and health coach staff.
2. Help end-users understand how their specific role and workflows operate within the organization's customized Epic environment.
3. Answer functional, workflow-related questions and guide users through proper system navigation and execution.

2. Workflow Triage & Functional Troubleshooting

1. Assist end-users with real-time operational issues (e.g., scheduling patient appointments or navigating workflows).
2. Perform functional troubleshooting to distinguish between end-user training gaps versus true technical/system issues, escalating technical bugs to the appropriate IT team.

3. Collaboration & Facilitation

1. Co-facilitate Epic Office Hours and interactive group coaching calls alongside the internal training team.
2. Collaborate closely with the broader training team while maintaining the ability to work independently when assisting end-users directly.

4. Documentation & Content Maintenance

1. Review existing Epic Foundation tip sheets and job aids customized for the organization.
2. Execute workflows using current documentation to test for accuracy, identify gaps, and update or create new tip sheets/job aids based on end-user feedback and outcomes.
3. (Note: Primary video course creation is managed by internal trainers, though prior experience with documentation or content creation is a plus).

Qualifications & Requirements

Education & Certifications

1. Education: Bachelor’s degree (minimum requirement).
2. Certification: Epic Credentialed Trainer (ECT) certification is required (ideally in Ambulatory or Patient Access).

Experience & Knowledge

1. Epic Familiarity: Hands-on experience operating within an Epic environment is required. Prior experience as an Epic end-user (in addition to trainer experience) is highly valued due to heavy system customization.
2. Skill Focus: Strong functional, soft-skills, and communication emphasis. Technical configuration or back-end system build experience is not required.
3. Audience: Experience supporting clinicians, health coaches, or center-based healthcare staff.

Position Details

1. Location: Remote (Open to candidates across any U.S. time zone).
2. Schedule: Full-time, Monday – Friday (Core hours adjust based on candidate’s local time zone).
3. Target Start & Duration: Immediate need; position is funded through at least 2027 with potential for long-term extension.
4. Tools / Systems Used Internally: Epic (customized), Learning Management System (LMS), Camtasia (video recording).

Interview Process

1. Round 1: Video Panel Interview with members of the Training Team (2 interviewers).
2. Round 2: Brief Follow-up Video Interview with Hiring Managers