Job Description

General Summary

Responsible for training and support of the Epic application and related systems, with a primary focus on physicians and advance practice clinicians (APC). Completes training and competency assessments required to become an Epic Credentialed Trainer. Facilitates training using Epic Training standards and utilizing proper curriculum. Works in conjunction with Epic Principal Trainers in a team-based framework to maintain physician/APC curriculums and in the assessment and development of new learning solutions. Leads at-the-elbow and remote support efforts with an emphasis on physician/APC workflow usability, optimization and satisfaction. Meaningfully contributes to planning, training, communication, deployment, support of new electronic health record modules or functionality, or related systems and services. Facilitates Remedy Force (Service Desk) requests and performs service recovery when necessary.

Duties and Responsibilities

Essential Functions:

• Maintains proficiency with physician/APC workflows within the Employee Health Record (EHR) and supporting system environments.
• Provides real time end-user support through direct at-the-elbow presence or via remote desktop connection tools, with an emphasis on safety, efficiency and satisfaction. Maintains an on-site presence and active end-user engagement through regular rounding and informal conference attendance as appropriate.
• Implements, delivers and maintains assigned system-wide Epic educational services/programs as lead trainer/facilitator.
• Contributes to training program through regular written communication updates, tip sheets and formal or informal training. Facilitates communication to stakeholder departments, such as medical staff offices, WellSpan Medical Group and other key stakeholder groups.
• Coordinates communication with various stakeholders and leaders related to scope of training responsibilities and learning initiatives.
• Utilizes standardized Information Services tools, such as help desk ticketing system, to place, monitor and facilitate closure of system tickets identifying breaks, optimization requests or related items, adhering to established service level commitments. Leverages online vendor tools and reasonably available resources (e.g. Epic Userweb) to facilitate problem solving or for advancing WellSpan’s EHR technology.
• Contributes to the enhancement of organizational, team and individual performance through the appropriate and measurable evaluation of education and support interventions.
• Evaluates learning programs and recommends changes as needed to improve learning outcomes.
• Contributes to the development and maintenance of competencies related to the electronic health record for positions within the System.
• Provides outstanding, timely service to customers; fosters teamwork; and practices fiscal responsibility.

Common Expectations:

• Supports and advances system goals and initiatives while adhering to guiding principles of EHR design and deployment.
• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
• Demonstrates judgement and critical thinking and escalates to supervisor or leadership appropriately.
• Supervises, trains/orients staff, evaluates performance, and makes recommendations for personnel actions.
• Maintains System educational/training records.

Qualifications

Minimum Education:

• High School Diploma or GED Required
• Bachelors Degree Nursing (BSN) or other health related field, or education, or technology or equivalent. Preferred

Work Experience:

• 3 years Relevant experience. Required and
• 1 year Experience supporting healthcare applications or technologies in a clinical setting. Required
• Physician/APC focus. Preferred

Courses and Training:

• Requires credentialing as an Epic Credentialed Trainer. within 60 days Required and
• Completion of application training and “train the trainer” course, successful completion of all assessments with a minimum score of 85% and successful presentation of a lesson to a panel of Epic-qualified experts. within 60 days Required

Knowledge, Skills, and Abilities:

• Assignment may require knowledge of computer software and operations.
• Self-directed.
• Demonstrates excellent communication and interpersonal skills (both verbal and non-verbal) with strong customer service orientation.
• Strong computer skills.
• Strong troubleshoot skills.
• Flexibility.
• Exhibits positive image of WellSpan, Epic application, and related systems at all times.
• Maintains composure and calm demeanor in challenging or difficult situations.

Benefits Offered:

• Comprehensive health benefits
• Retirement savings plan
• Paid time off (PTO)
• Education assistance
• Financial education and support, including DailyPay
• Expanded Paid Parental Leave

For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)