Epic Support Specialist

Epic Support Specialist

Fair Haven Community Health Care For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.

Job purpose The Epic Support Specialist is responsible for providing day-to-day support for end users across assigned Epic applications. This role manages Epic support tickets, assists with onboarding new staff, and ensures a consistent, high-quality user experience. The Epic Support Specialist works closely with the Epic Credentialed Trainer to identify training needs, resolve issues, and support workflow optimization across the organization.

Duties and responsibilities Reporting to the Epic Credentialed Trainer, the Epic Support Specialist plays a key role in supporting Fair Haven's mission by ensuring a seamless Epic experience for staff and patients. Typical duties include but are not limited to:

• Serve as the primary point of contact for Epic support tickets, triaging, troubleshooting, and resolving issues in a timely, customer-focused manner.
• Escalate complex issues to the Epic Credentialed Trainer, YNHH Epic analysts, or FHCHC or YNHH IT teams as needed, while documenting all support activities and associated resolutions.
• Monitor recurring issues and recommend workflow, system, or training improvements to enhance patient satisfaction and access to care.
• Support new hire onboarding in collaboration with Human Resources, ensuring timely Epic access setup, system orientation, workflow guidance, and assignment of required training materials.
• Support the Epic Credentialed Trainer in delivering group or one-on-one training and provide follow-up assistance to ensure new users achieve proficiency.
• Maintain up-to-date knowledge of Epic modules and organizational workflows, supporting system updates, upgrades, and enhancements through testing, communication, and documentation.
• Assist in the creation and maintenance of tip sheets, job aids, and workflow documentation to improve user adoption and efficiency.

Qualifications Associate degree is required. A minimum of two years' work experience in healthcare is required; a combination of education and experience may be substituted for the degree requirement. The selected candidate will have:

• Experience supporting Epic or other EHR systems.
• Experience in healthcare operations, IT support, or training.
• Strong critical thinking and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to manage multiple tasks and meet response-time expectations.
• General computer proficiency and willingness to learn Epic functionality.

Work Environment Variable 8 hr. shifts between 7am-8pm, including weekends as assigned.

American with Disabilities Requirements: External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis. Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.