In 2020 united in a fierce commitment to deliver the highest quality care and exceptional patient experience Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of care including 11 hospitals and nearly 5000 physicians and providers. Together we are empowered to make an even greater impact on the health and well-being of our communities.
Responsibilities
This job is responsible for providing support in regard to the EPIC Schedulable Enterprise Resource (SER) process, including coordinating the receipt of relevant information necessary for table maintenance and facilitating appropriate assignment of provider resources/access to enable the scheduling, referring, documenting, ordering and provision of patient care. The work includes providing assistance in onboarding new EPIC providers and handling hyperspace requests, provider portal requests (new and updates), moves and changes, password resets, “provider not in system” work queue, referral work queue, Workday contract extensions, etc. In addition, an incumbent serves in a system support trainer role to be on-site to answer EPIC questions in the clinical support e-mail and make training presentations to varied audiences, including FMG manager meetings, provider meetings and the FMG CSS meetings.
Work also includes: 1) serving as point-of-contact for EPIC-related questions/issues (via EC Link access) and collaborating with stakeholders to identify/document EPIC-related issues/needs/requirements; 2) maintaining in-depth knowledge of current and future EPIC functionality; 3) researching, troubleshooting, escalating and/or resolving issues in accordance with established protocols; 4) developing and presenting EPIC-related training tools, including webinars, power point slideshows and related materials; and 5) coordinating/delivering system-focused re-training after implementation of application modifications/upgrades and/or new workflows/processes or in response to identified system-critical issues.
Work requires significant understanding of applicable business rules and what needs to be communicated to the EPIC SER team for every resource change to ensure there is no negative impact to patient and revenue generation resulting from delays in processing SER table updates. Work requires maintaining current and future knowledge of overall EPIC functionality sufficient to provide comprehensive user support/training, identify root causes/troubleshoot issues, avoid missteps and recommend/coordinate effective solutions. Work also requires strong customer service skills and the ability to establish and maintain proactive communications with EPIC end users and other business stakeholders.
This job requires successful completion of the EPIC credentialing process which includes a 5 – 7 week training program on the application(s), to include “teach back” methodology, successful completion of a teaching presentation before a panel, and successful completion of a Credentialing exam.
Qualifications
Education/Work Experience Requirements:
Associate’s degree in a related discipline and two years of related work experience that would demonstrate attainment of the requisite job knowledge/abilities. An equivalent combination of related qualifying education or work experience may be substituted for the degree requirement.Licensure/Certification:
Requires current and maintained “Credentialed Trainer” status in at least one Epic application as attained through the Epic Training Leadership Team at hire or within six months of hire in the position.