Student - EPIC Support

The Royal; Ottawa; On-site; CAD 42,000 - 54,000; Full time

Job summary

The Royal in Ottawa is seeking a staff-facing Epic go-live support specialist to provide in-person, at-the-elbow assistance during go-live and stabilization. You will help users navigate workflows, locate approved job aids, and follow go-live processes to minimize disruption.

You will gather details for issue logs, escalations, and daily handover communications while reinforcing resource access and adoption pathways.

Qualifications

• Currently enrolled in a post-secondary program in Health Sciences, Nursing, Allied Health, Health Administration, Health Informatics, Computer Science, Business, or a related discipline.
• Prior clinical placement, hospital, mental health, digital health, or Epic experience is preferred.
• No formal work experience required; demonstrated customer service, teamwork, volunteer, or peer-support experience required.
• Experience in health care, clinical operations, information systems, training, help desk support, or change management/support considered an asset.
• No certifications required. Successful candidate must complete onboarding, privacy/confidentiality, safety, and Epic orientation/training prior to go-live support.
• WHMIS, AODA, privacy/confidentiality training, Epic training, or equivalent hospital orientation considered an asset.
• Basic computer proficiency with the ability to learn and follow Epic support workflows.
• Understanding of privacy, confidentiality, and information security requirements.
• Ability to utilize approved resources, issue logs, Microsoft Teams, telephone communication, and established escalation pathways.
• Demonstrated awareness of hospital safety practices and the ability to communicate respectfully and professionally within a clinical environment.
• Familiarity with Epic, Meditech, clinical workflows, SharePoint, ServiceNow or other issue-tracking systems, Microsoft Teams, and health care documentation processes considered an asset.

Responsibilities

• Provide in-person, at-the-elbow support to staff using Epic during go-live and stabilization, including helping users locate workflows and approved job aids.
• Support issue identification, documentation, and escalation by gathering required details and routing unresolved questions.
• Promote staff confidence and adoption by reinforcing go-live support pathways and encouraging questions.
• Communicate recurring questions and support needs to Super Users and the Epic project team.
• Perform other duties to support safe go-live operations, including wayfinding and site coverage for Ottawa and Brockville.

Skills

Epic support

Go-live support

Customer service

Team collaboration

Education

Post-secondary program in Health Sciences or related

Tools

Epic

Meditech

SharePoint

ServiceNow

Microsoft Teams

Job description

• Provide in-person, at-the-elbow support to staff using Epic during go-live and stabilization, including helping users locate workflows, navigate basic system steps, and identify where to find approved job aids, tip sheets, and Learning Home Dashboard resources.
• Support issue identification, documentation, and escalation by gathering required details from staff, completing or supporting issue logs, and routing unresolved questions to Super Users, the Command Centre, local leaders, or designated Epic project supports.
• Promote staff confidence and adoption by reinforcing go-live support pathways, reminding users where to find approved resources, encouraging questions, and helping reduce avoidable disruption during the transition from Meditech to Epic.
• Communicate recurring questions, workflow barriers, access concerns, and support needs to Super Users, Command Centre staff, and the Epic project team through daily check-ins, handover notes, or other designated reporting channels.
• Perform other duties assigned to support safe go-live operations, including wayfinding, basic equipment readiness checks, shift handover, and support for Ottawa and Brockville site coverage needs.

Qualifications

• Currently enrolled in a post-secondary program in Health Sciences, Nursing, Allied Health, Health Administration, Health Informatics, Computer Science, Business, or a related discipline.
• Prior clinical placement, hospital, mental health, digital health, or Epic experience is preferred.
• No formal work experience required; demonstrated customer service, teamwork, volunteer, or peer-support experience required.
• Experience in health care, clinical operations, information systems, training, help desk support, or change management/support considered an asset.
• No certifications required. Successful candidate must complete all required onboarding, privacy/confidentiality, safety, and Epic orientation/support training prior to providing go-live support.
• WHMIS, AODA, privacy/confidentiality training, previous Epic training, or equivalent hospital orientation considered an asset.
• Basic computer proficiency with the ability to learn and follow Epic support workflows.
• Understanding of privacy, confidentiality, and information security requirements.
• Ability to utilize approved resources, issue logs, Microsoft Teams, telephone communication, and established escalation pathways.
• Demonstrated awareness of hospital safety practices and the ability to communicate respectfully and professionally within a clinical environment.
• Familiarity with Epic, Meditech, clinical workflows, SharePoint, ServiceNow or other issue-tracking systems, Microsoft Teams, and health care documentation processes considered an asset.