Epic Support Analyst (ESA)

Job Description

Job Description

Epic Support Analyst

Position Summary

The Epic Support Analyst is responsible for supporting, maintaining, optimizing, and enhancing the organization's Epic Electronic Health Record (EHR) system through OCHIN. This position serves as the primary liaison between Muslim Community & Health Center (MCHC) and OCHIN for Epic-related support, system enhancements, issue resolution, and implementation activities. The Epic Support Analyst works closely with clinical, administrative, and leadership teams to ensure the EHR system effectively supports patient care, operational efficiency, regulatory compliance, and organizational objectives.

The Epic Support Analyst provides technical and workflow support, manages system configuration and user access, coordinates testing and implementation of system updates, develops training resources, and assists with reporting and data analysis. This role is responsible for identifying opportunities to improve workflows, promoting effective use of Epic functionality, supporting data integrity, and ensuring users are equipped to utilize the system efficiently and accurately.

Essential Duties and Responsibilities

EHR System Support & Optimization

• Serve as the primary liaison between MCHC and OCHIN for Epic EHR support, system enhancements, issue resolution, vendor communications, Statements of Work (SOWs), and related invoicing and payment coordination.
• Provide technical and workflow support to clinical and administrative staff to optimize EHR utilization and operational efficiency.
• Troubleshoot system issues and coordinate resolution with OCHIN and internal stakeholders.
• Analyze existing workflows and recommend process improvements to increase efficiency, accuracy, and user satisfaction.
• Collaborate with internal departments and external partners to implement system improvements and resolve application issues.
• Promote adoption of Epic best practices and standard workflows across the organization.
  

System Administration & Maintenance

• Manage user access, security roles, provider records, and system configuration to ensure appropriate access and compliance with organizational policies.
• Maintain key EHR system components, including templates, SmartPhrases, preference lists, provider directories, scheduling settings, printing configurations, and other application settings.
• Support data integrity through ongoing maintenance of patient records and system information.
• Perform routine audits and maintenance activities to ensure system accuracy and functionality.
• Maintain documentation related to system configurations, workflows, procedures, and support activities.

Implementation, Testing & Training

• Coordinate testing, validation, and deployment of Epic/OCHIN system updates, enhancements, and new functionality.
• Participate in project planning, implementation, and optimization efforts for new applications, workflows, and system enhancements.
• Develop and maintain user guides, training materials, and system documentation.
• Conduct training sessions for new and existing staff regarding Epic functionality, workflows, and best practices.
• Provide individualized support and coaching to end users as needed.

Reporting & Operational Support

• Generate, analyze, and distribute operational, clinical, quality, and financial reports to support leadership and departmental decision-making.
• Assist departments with reporting requests, data extraction, and workflow analysis.
• Support EHR-related components of revenue cycle management, referral management, patient access, and clinical operations.
• Support EHR workflows and reporting requirements related to HRSA, UDS reporting, quality measures, value-based care initiatives, and other regulatory requirements.
• Monitor work queues, support tickets, and system workflows to identify trends, opportunities for improvement, and timely issue resolution.
• Assist with audits, compliance reviews, and data validation activities as needed.

Qualifications

Education

• Bachelors degree in Health Information Management, Healthcare Administration, Information Technology, or a related field required. 

Experience

• Minimum of two (2) years of experience supporting healthcare information systems, electronic health records, healthcare operations, or a related field required.
• Experience with Epic and/or OCHIN Epic strongly preferred.
• Experience working in a healthcare setting, Federally Qualified Health Center (FQHC), community health center, or ambulatory care environment preferred.
• Experience providing end-user support, workflow analysis, reporting, and training preferred.

Knowledge, Skills, and Abilities

• Knowledge of electronic health record systems and healthcare workflows.
• Understanding of clinical, operational, and revenue cycle processes within a healthcare environment.
• Strong analytical and problem-solving skills with the ability to identify and implement process improvements.
• Ability to manage multiple priorities, projects, and deadlines.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to effectively train and support users with varying levels of technical proficiency.
• Proficiency with Microsoft Office applications, particularly Excel.
• Knowledge of HIPAA regulations, patient privacy requirements, and healthcare compliance standards.
• Strong attention to detail and commitment to data accuracy and integrity.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively in person, by telephone, and electronically.
• Ability to travel between organizational locations as needed.

Work Environment

• Primarily office-based within a healthcare environment.
• Frequent interaction with clinical, administrative, and leadership staff.

E-Verify Notice:

MCHC participates in E-Verify to verify the employment eligibility of all new hires in accordance with U.S. law. By applying for this position, you acknowledge and agree that you will be required to complete an I-9 form and provide supporting documentation to confirm your identity and work authorization.

EEO Statement

MCHC is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.

Drug-free workplace policy

MCHC is a drug-free workplace.

Why Join Our Team?

At MCHC, we don’t just offer a job, we offer a community. Our workplace is built on a family-oriented culture where teamwork, support, and a positive environment are at the heart of everything we do. We believe that when our employees feel valued and connected, they can provide the best care to our patients.

Here’s what makes working with us special:

✅ A Warm, Supportive Atmosphere – You’re not just an employee; you’re part of a team that genuinely cares about each other.

✅ Fun Work Events & Celebrations – We love bringing people together! From team lunches to holiday parties and appreciation events, we make sure there are plenty of opportunities to enjoy good food, laughter, and downtime with your coworkers.

✅ Growth & Development – We invest in our employees by providing ongoing training, career advancement opportunities, and support to help you reach your goals.

✅ Comprehensive Benefits – We offer healthcare benefits (including medical, dental, and vision for full-time employees), holiday pay, as well as other applicable benefits to ensure you’re taken care of both at work and in life.