Summary

The Clinical Applications Specialist provides daily technical-operational support for the clinical applications used by the Baylor College of Medicine clinical departments. The ideal candidate is knowledgeable in Epic workflows and able to provide support to internal customers by training, working to resolve or assisting with issues. The Clinical Applications Specialist will work primarily with the Epic Ambulatory application; however, support is cross-functional to other clinical modules. 

The Clinical Technology Team is a cross-functional team that is responsible for supporting the Epic modules (Ambulatory, MyChart, Beacon, Willow, CareEverywhere, EpicCare Link, Access, Revenue, Radiant) and 3rd party integration and interfaces. The candidate must be willing to multi-task, eager to learn, and demonstrate accountability. They must have strong communication skills and demonstrate competence in communicating with physicians and clinical staff and assisting others calling the Help Desk. This role requires collaboration and teamwork and the ability to collaborate across IT teams.

The Department of Information Technology at Baylor College of Medicine provides technology services, support and partnership in delivering key values to the mission of Baylor College of Medicine. 

This position works hybrid within the Greater Houston, TX area with occasional onsite as needed.

Job Duties

• Assists with Epic build related to projects, catalog requests or staff requests.
• Performs Data Courier of Epic build to production environment for clinical teams. 
• Creates and continually updates knowledge-based articles to document clinical workflows in Epic to describe build and assist with troubleshooting issues.
• Works closely with clinical IT staff to understand the short and long-term strategies and requirements; works with others to identify and implement technology solutions to support the plans.
• Assists in performing the analysis, development, and testing of clinical applications and procedures. Makes recommendations as necessary. 
• Communicates with end users, assisting employees with technical troubleshooting, documenting issues, troubleshooting various applications, following standard support procedures, and determining and documenting resolutions for clinical applications.
• Provides proactive response to or escalate the resolution of the electronic medical record applications issues.
• Completes documentation of all communications and issues in our ServiceNow system.
• Handles incoming communication to the Clinical Support Team including calls, voicemail, email, and InBasket by accurately analyzing, resolving, and documenting problems and requests in accordance with current standards.
• Proactively analyzes, investigates, resolves and documents data issues in clinical applications and interfaces to ensure accuracy, consistency and data integrity.
• Monitors and troubleshoots error logs and data errors related to data dictionaries and interfaces.
• Participates in supporting application upgrades, modifications, including on-site dress rehearsal for go-lives.
• Creates and continually updates knowledge-based articles to document clinical workflows in Epic to describe build and assist with troubleshooting issues.
• Performs other job-related duties as assigned.

Minimum Qualifications

• High School diploma or GED.
• Four years of relevant experience.

Preferred Qualifications

• Associate or bachelor’s degree.
• Previous help desk, technical support, or application support experience.
• Epic experience or experience building clinical workflows.