IT Clinical Informatics EpicCare Link Office Liaison Intermediate

Strategic Relationship Owner And Operational Liaison

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Job Description:

This position serves as a strategic relationship owner and operational liaison supporting external physician practices, partners, and affiliates utilizing EpicCare Link. This role is responsible for advancing service excellence through consultative support, workflow optimization, customer engagement, and subject matter expertise in EpicCare Link platform capabilities and best practices. Working with moderate independence, the liaison conducts primarily routine onsite rounding and some virtual outreach to strengthen customer relationships, assess operational needs, support workflow efficiency, and promote optimal system utilization. The role also provides issue resolution, education, change management support, and operational collaboration while advancing organizational preeminence and exceptional customer experience.

• Serve as the strategic relationship owner and primary point of contact for assigned physician practices and external partners, conducting routine onsite and virtual engagement to strengthen existing relationships and develop new ones, assess operational needs, identify workflow opportunities, and provide consultative support that advances service excellence and the AdventHealth brand.
• Serve as the enterprise subject matter expert for EpicCare Link platform capabilities, workflows, and best practices, driving strategic adoption and optimal utilization across external partners and users.
• Develop and maintain expertise in multiple enterprise systems, databases, remote access technologies, secure authentication solutions, and access management tools to effectively support end users and organizational operations.
• Deliver initial onboarding, ongoing education, refresher, and workflow training for external users, tailoring instruction to varying levels of technical proficiency through hands-on support, workflow guidance, and workflow proficiency validation as needed to reinforce efficient, compliant EpicCare Link use; participate in ad hoc committees and collaborative initiatives focused on training materials, workflow efficiencies, and user adoption.
• Identify service gaps, operational challenges, and customer dissatisfaction concerns; initiate service recovery efforts and coordinate appropriate escalations to support timely resolution and a positive customer experience. Serve as the primary liaison for end-user enhancement requests, managing intake, tracking progress, communicating updates, and reporting requests to the appropriate stakeholders for review and consideration.
• Communicate system updates, workflow changes, and user-reported issues in alignment with established SOPs and work instructions; support change management initiatives through communication, training, user adoption, and technical support; and contribute to process improvements that enhance operational efficiency and user experience.
• Facilitate and process user access requests in alignment with organizational security standards, role-based access requirements, compliance protocols, and established governance policies, while reinforcing that usernames and passwords must not be shared and escalating potential security concerns as appropriate.
• Maintain accurate documentation of interactions, issues, workflows, and resolutions; achieve established service metrics and performance expectations; identify trends and feedback to drive continuous improvement in service delivery; and contribute to training resources, mentorship, and knowledge sharing that support organizational preeminence.
• Deliver timely, service-focused resolution of user inquiries and issues with a commitment to first-contact resolution, effective communication, proactive follow-through, and exceptional customer experience outcomes
• Provide support for go-live initiatives, acquisitions, onboarding and new hire training, workflow optimization efforts, and other operational priorities as assigned; proactively communicate availability to support additional responsibilities and organizational initiatives.
• Participate in advanced training, hands-on application practice, self-development initiatives, and competency validation activities to maintain proficiency in enterprise technologies while supporting continuous professional growth, operational readiness, and internal knowledge sharing.
• Uphold and model organizational service standards, ensuring all interactions reflect professionalism, responsiveness, and a commitment to delivering superior customer experience.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Proficient experience with EMR systems (Epic preferred). [Required]
• Strong understanding of IT or clinical workflows and documentation practices. [Required]
• Ability to analyze workflows and recommend informatics-based improvements. [Required]
• Proficient in Microsoft 365 office products [Required]
• Familiarity with Data Analytics, Epic Reporting Tools and data visualization tools [Required]

Education:

• Associate's [Required]
• Bachelor's [Preferred]

Field of Study:

• Information Technology or Healthcare related discipline

Work Experience:

• 3+ years of Information Technology or healthcare experience [Required]

Additional Information:

• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement:
• High School Grad or Equiv and 5+ years of Information Technology or healthcare experience [Required]

Licenses and Certifications:

• Driver's License (DL) [Required]
• Epic Certification [Preferred]

Pay Range:

$55,224.00 - $102,731.20

Background Screening Requirement (Florida Law)

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida's background screening requirements at the Florida Care Provider Background Screening Clearinghouse:

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.