Clinical End-User Support Analyst

The Clinical End-User Support Analyst (ESA) serves as the primary operational and workflow support resource for ambulatory clinic staff during and after the implementation of the Epic electronic health record system. This position provides front-line support to providers, nursing staff, and clinic personnel to ensure effective adoption, stabilization, optimization, and ongoing operational success of Epic workflows within ambulatory clinic operations.  The ESA functions as a bridge between clinical operations, providers, and IT teams by delivering real-time troubleshooting, workflow guidance, onboarding support, issue escalation, training reinforcement, and operational optimization support. The position is responsible for reducing workflow disruption, improving provider efficiency, supporting patient safety initiatives, and enhancing the overall end-user experience during Epic go-live stabilization and long-term operations.  This role focuses specifically on ambulatory clinic workflow support rather than broad technical implementation responsibilities.

This list is intended only to illustrate the various types of work that may be performed.  The omission of specific statements does not exclude them from the position if the work is similar, related or logical assignment to the position.

1. Provide real-time at-the-elbow support to providers, nursing staff, and clinic personnel during Epic go-live and stabilization periods.
2. Assist clinical staff with ambulatory workflows, documentation processes, order entry, scheduling workflows, and navigation within Epic.
3. Identify workflow inefficiencies and collaborate with operational and IT teams to recommend improvements.
4. Support workflow redesign and optimization efforts to improve operational efficiency and user adoption.
5. Assist providers and staff in adapting to new clinical workflows and operational changes.
6. Serve as the primary clinic-based operational support resource for Epic-related workflow concerns.
7. Troubleshoot end-user workflow issues and coordinate timely escalation to appropriate IT, Epic, or application teams.
8. Track recurring operational concerns and assist in identifying long-term solutions.
9. Help reduce provider downtime and workflow disruption related to Epic usage.
10. Collaborate with leadership to prioritize operational support needs during stabilization periods
11. Support onboarding and orientation of new providers and clinic staff related to Epic workflows and operational processes.
12. Reinforce training provided during implementation and identify ongoing learning needs.
13. Develop or assist with workflow tip sheets, training materials, and user guidance documents.
14. Provide one-on-one support and coaching to clinical end users.
15. Act as a liaison between clinic operations, providers, nursing staff, and IT/application teams.
16. Communicate workflow issues, operational barriers, and end-user concerns to leadership and technical teams.
17. Participate in operational readiness, optimization, and stabilization meetings.
18. Support coordination of system changes impacting clinic workflows.
19. Assist with long-term Epic optimization initiatives within ambulatory clinic operations.
20. Monitor trends in user concerns and workflow inefficiencies to identify improvement opportunities.
21. Support efforts to build internal operational expertise and reduce dependency on external consultants and vendors.
22. Participate in testing and validation of workflow enhancements or system updates impacting ambulatory operations.
23. Because of the Tribe's commitment to community service and the well-being of its members, each employee may be expected to perform a wide range of office and field duties from time to time. Such duties may or may not be related to their regular responsibilities.

Required
• Bachelor’s or Master’s degree in clinical informatics, Health Information Management or Healthcare IT
• 5 years of experience working with EPIC.
• Experience with Epic modules including Ambulatory, ClinDoc, Nuance, Abridge, Cadence, Grand Central, Beaker, Radiant, and Resolute Professional Billing (PB) preferred.
• Experience supporting electronic health record workflows required.

Preferred:
• Experience supporting Epic go-live, stabilization, or optimization initiatives.
• Clinical background or direct patient care experience added plus.

Skills:

• Strong problem-solving and organizational skills.
• Ability to prioritize multiple operational support requests simultaneously.
• Strong interpersonal, communication, and customer service skills.

Ability:

• Ability to troubleshoot workflow and operational issues in a fast-paced clinical environment.
• Ability to maintain confidentiality and professionalism in clinical settings.
• Ability to explain technical and workflow concepts to non-technical users.

Knowledge:

• Knowledge of electronic health record systems and clinical documentation workflows.
• Strong understanding of ambulatory clinic workflows and healthcare operations.
• Proficiency in Microsoft Office applications and healthcare information systems.

The working conditions described herein are representative of those that must be met by an employee to successfully perform the essential duties of this class. The employee is frequently required to sit and talk, walk, stand, hear and observe; use hands to finger, handle, or feel objects, tools, or controls. The employee is required to drive a motor vehicle and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The noise level in the work environment is moderately quiet.