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Overview

At Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We’re empowered to influence change for, and with, our patients, their families, the community and each other.

As one of the leading academic medical systems, we’re eager to share what we learn with hospitals around the country, and the world. We’ve got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.

We’re defining a new standard of care for humankind. Are YOU ready to join us?

Epic Security Certification and experience are highly preferred.

HYBRID position - Mostly remote, with the occational on-site visit. Will be given advance notice.

Description

• Provides a high degree of customer satisfaction functioning as a customer liaison for User Provisioning related issues reported via the phone, voicemail, Remedy incidents and work orders.

• Communicate courteously and effectively to ensure customer and service level standards are successfully met.

• Follows up on complex customer issues while ensuring that all incidents have been handled and are resolved to customer's satisfaction.

• Maintains advanced knowledge of User Provisioning processes to ensure a positive and exceptional customer experience.

• Serves as the example for a high level of customer satisfaction by engaging other IT teams for complex issues as needed.

• Routinely displays excellent communication and customer service.

• Provides oversight and serves as the first point of escalation for additional customer follow-up.

• Creates on call schedule & Provides on-call coverage as scheduled.

• Mentors entry level epic provisioning analyst to gain knowledge for the design, build, testing, validation, maintenance and ongoing support of Clinical or Revenue Cycle Applications for provisioning of users.

• Provides formal training and orientation of new User Provisioning employees and contractors to ensure that they receive appropriate instructions to perform assigned duties at an expected level.

• Responsible for transfer of knowledge to other User Provisioning staff.

• Acts as resource for any customer questions or application functionality.

• Responsible for the development of workflows, system configuration, change documentation, optimization, and support related to Epic security and Schedulable Epic

• Resources while working with application teams to deploy functionality changes for new modules or departments.

• Follows established procedures to comply with HIPPA guidelines for PHI data.

• Escalates any concerns with HIPAA guidelines for PHI data.

• Recommend solutions to areas for process improvement.

• Uses predefined processes and tools for instructions to resolve customer issues at initial contact.

• Monitors requests in queue daily, follows-up with customer, clarifies request details, enters troubleshooting steps and documentation.

• Recommends ideas for new processes to expedite access.

• Responsible for transfer of knowledge to other User Provisioning staff.

• Acts as resource for any customer questions or application functionality.

• Recommend ideas for new processes to expedite access.

• Actively participates in daily huddles and monthly meetings providing updates and feedback on designated projects.

• Responsible for ongoing maintenance, testing, support, and optimization of Epic user security and provider management.

• Works with UP Level IV to address any issues with ESD, Matrix, and MSOW tools for daily operations.

• Mentors entry level User Provisioning Analysts on how to delete and modify users according to enterprise policy and standards.

• Has thorough knowledge of User Provisioning processes, accurately and thoroughly documents issues and resolutions.

• Utilizes Remedy and process documentation for accurate, complete trouble-shooting and documentation of customer issue.

• Uses predefined processes and tools to resolve customer access issues.

• Full working knowledge of User Provisioning processes and acts as a resource for User Provisioning staff for accurate customer access needs.

• Works with AM Level IV to address any issues with My NetID and adding non-employee's to identified applications.

• Works with AM Level IV to address any issues with Sponsorship Tool and creating or modify non-employee's EHC sponsored account.

• Mentors entry level Access Administrators on how to delete and modify users according to enterprise policy and standards.

• Actively participates in Using Provisioning processes to ensure that customers receive complete, concise and standard information and resolutions.

• Contributes to the creation, modification and publishing of new processes.

• Acts as a subject matter expert in user provisioning, providing guidance and support to level 1 and level 2 analysts.

• Works directly with technical resources to gather information for provision-related projects, to present to senior staff members.

• Performs other responsibilities as assigned

MINIMUM QUALIFICATIONS:

• Bachelor's degree from a recognized college or university with major course work in computer science, Information Technology, engineering, or equivalent related experience. A minimum of 5 years of progressive experience in clinical, business, or other healthcare operational areas or 7 years no degree.

• This position requires that the appropriate Epic certification be successfully obtained for a specific area of assigned responsibility within the first 90 days of completing training if not obtained prior to hire.

• Working knowledge and subject matter expertise in the assigned operational department areas.

• Knowledge and Abilities:

• Advanced oral and written communication skills with a diverse population Advanced organizational, problem-solving, analytical, and time management skills.

• Advanced interpersonal skills to interact positively and productively with teams across organizational lines.

• Creative problem-solver with strong focus on achieving objectives within prescribed timelines while maintaining quality standards and organization requirements.

• Flexibility to manage multiple initiatives and shift priorities based on business needs.

• Monitors and mentors other analysts in methods and processes and implementation of those methods.

• Manages complex projects independently.

Connect With Us!

Connect with us for general consideration!

Division Emory Healthcare Inc.

Campus Location Atlanta, GA, 30345

Campus Location US-GA-Atlanta

Department EHI Emory Digital

Job Type Regular Full-Time

Job Number 121361

Job Category Information Technology

Schedule 8a-5p

Standard Hours 40 Hours

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.