Job Description:

UTHealth Houston is looking for a User Experience and Support Specialist who will concentrate on helping users in our Epic Ambulatory environment. This employee provides technical support and assistance to end-users utilizing Epic electronic health record (EHR) software. This role requires a strong understanding of Epic applications, excellent problem-solving skills, and the ability to communicate effectively with users at all levels.

We prefer people who have both an idea of application support and knowledge of the clinical environment. You should understand workflows in a healthcare environment in order to be able to work well with your end users. You do not need to be certified in an Epic Ambulatory module, and we will help you receive that certification in time. This is a great opportunity for someone who is in a clinical environment and looking to expand their experience and knowledge with Epic and move toward an analyst-type position.

What we do here changes the world. UTHealth Houston is Texas' resource for healthcare education, innovation, scientific discovery, and excellence in patient care. That's where you come in.

Once you join us, you won't want to leave. It's because we reward our team for the excellent service they provide. Our total rewards package includes the benefits you'd expect from a top healthcare organization (benefits, insurance, etc.), plus:

• 100% paid medical premiums for our full-time employees
• Generous time off (holidays, preventative leave day, both vacation and sick time - all of which equates to around 37-38 days per year)
• The longer you stay, the more vacation you'll accrue!
• Longevity Pay (Monthly payments after two years of service)
• Build your future with our awesome retirement/pension plan!

We take care of our employees! As a world-renowned institution, our employees' well-being is important to us. We offer work/life services such as...

• Free financial and legal counseling
• Free mental health counseling services
• Gym membership discounts and access to wellness programs
• Other employee discounts include entertainment, car rentals, cell phones, etc.
• Resources for child and elder care
• Plus, many more!

Position Key Accountabilities:

• Answers calls, emails, and chats from users experiencing issues with the Epic EHR system.
• Provides first-call technical support to end-users experiencing issues with the Epic application via phone, email, or ITSM ticketing system.
• Following established protocols and procedures, Troubleshoots and resolves basic technical issues related to EPIC EHR. Process and prioritize incoming incidents and direct them to the proper support teams for solutions.
• Researches and collaborates with other support teams to provide accurate answers and resolve complex technical issues.
• Documents all support interactions, including troubleshooting steps and resolutions, in a detailed and accurate manner in accordance with established SLAs.
• Stays up-to-date on Epic system updates and new features through ongoing training and self-directed training and contributes to the continuous improvement of the Epic and IT Solution Center.
• Monitors ITSM queues to proactively identify and suggest process enhancements and identify potential system issues.
• Maintains a positive and professional attitude while providing excellent customer service that meets established Service Level Agreements and delivers support that exceeds customer expectations.
• Performs other duties as assigned.

Certification/Skills:

• Proficient in Microsoft Office applications.
• Attention to detail, effective problem-solving, and analytical skills.
• Experience with IT service management tools, ServiceNow is a plus.
• Current EPIC Certification preferred.
• Experience in a clinical environment and using Epic as a user

Minimum Education:

At least an Associate's degree is required.

Minimum Experience:

One (1) year of IT Support experience is required. Prefer those with clinical IT support
One (1) year of hands-on Epic application experience is preferred.

Physical Requirements:

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

Residency Requirement:

Employees must permanently reside and work in the State of Texas.

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