Clinical Application Analyst II

• Provide Tier 2 and Tier 3 support for OCHIN Epic and related clinical applications through ticketing system, phone, email, chat, and in-person support

• Investigate, troubleshoot, and resolve application incidents, service requests, workflow issues, and user-reported concerns

• Research and reproduce application issues, document findings, identify root causes, and recommend solutions

• Coordinate issue resolution with OCHIN, third-party vendors, and internal stakeholders

• Analyze clinical and operational workflows for process improvement, standardization, optimization, and automation

• Gather business requirements and translate operational needs into technology solutions

• Develop, maintain, and improve workflow documentation, business processes, and application procedures

• Support application upgrades, releases, patches, enhancements, and new functionality through planning, testing, validation, and deployment

• Develop and execute test plans, test scripts, and validation activities

• Participate in OCHIN Epic implementation and optimization, including workflow analysis, end-user readiness, and post-implementation support

• Perform approved application configuration, template maintenance, and system administration

• Support application security, user access management, downtime preparedness, and business continuity activities

• Develop knowledge base articles, user guides, job aids, training materials, and end-user resources

• Deliver onboarding, remediation, and change-related training

• Promote effective adoption and utilization of OCHIN Epic and related clinical applications

• Share best practices and support continuous learning related to clinical applications and workflows

• Associate degree in Information Technology, Health Information Management, Healthcare Administration, Clinical Informatics, Business Administration, or a related field and at least two (2) years of experience supporting healthcare technology applications; OR high school diploma/GED and four (4) years of progressively responsible experience supporting healthcare technology applications, electronic health record systems, or clinical software solutions
• Experience providing Tier 2 and Tier 3 application support and troubleshooting complex technical and workflow-related issues
• Experience supporting electronic health record systems and related clinical applications
• Working knowledge of healthcare workflows and ability to analyze business processes and recommend technology-based solutions
• Experience gathering requirements, documenting workflows, and supporting application implementations, upgrades, testing, and optimization initiatives
• Experience creating and maintaining technical documentation, workflow guides, knowledge base articles, and end-user support materials
• Strong analytical, critical thinking, and problem-solving skills
• Strong written, verbal, and interpersonal communication skills
• Ability to maintain professionalism, exercise sound judgment, and manage confidential information appropriately
• Ability to manage multiple priorities, work independently, and meet established deadlines
• Proficiency with Microsoft 365 applications and related productivity technologies
• Bachelor’s degree and Epic/OCHIN training, accreditation, certification, or hands-on experience are preferred, not required
• Must become an OCHIN EHR Support Analyst (ESA) within 3 months of hire

Demonstrates expertise in providing Tier 2 and Tier 3 support for OCHIN Epic and related clinical applications, with a strong focus on troubleshooting, workflow analysis, and process improvement. Proficient in developing documentation, training materials, and supporting application implementations and upgrades.

• Tier 2 And…