Epic Application Support Analyst

Auxis; Bogotá; On-site; COP 60,000,000 - 120,000,000; Full time

Job summary

Auxis seeks Epic-certified Application Support Analysts to join our AMS team supporting a hospital's Epic EHR environment. The role covers production support, incident resolution, troubleshooting, workflow support, maintenance, and continuous improvement across clinical, revenue cycle, ancillary, patient access, population health, and technical Epic applications.

Candidates must hold Epic certification and hands-on experience in at least one Epic module; responsibilities include incident

Qualifications

• Active Epic certification or applicable Epic-recognized proficiency aligned with the assigned application area.
• Hands-on experience supporting Epic applications in a hospital or health system environment.
• Experience troubleshooting production application issues and supporting healthcare workflows.
• Familiarity with incident management, service requests, problem management, and change management.
• Strong analytical, communication, documentation, and customer service skills.
• Ability to work collaboratively within a team-based managed services delivery model.

Responsibilities

• Provide production application support for assigned Epic modules.
• Investigate, troubleshoot, and resolve application incidents and service requests.
• Support clinical, administrative, financial, and operational workflows.
• Document issues, resolutions, workarounds, and troubleshooting steps in the service management platform.
• Manage incidents according to SLAs and escalation procedures.
• Collaborate with hospital IT teams, application owners, clinical stakeholders, and other technical support resources.
• Assist with application maintenance, upgrades, testing, enhancements, and release validation as appropriate to the assigned role.
• Identify recurring issues and contribute to root-cause analysis, knowledge management, and service improvement.
• Follow hospital security policies, HIPAA requirements, and procedures for protecting patient information.

Skills

Epic certification

Epic support

Analytical skills

Communication skills

Documentation

Customer service

Team collaboration

Tools

Epic system

Job description

Auxis is seeking Epic-certified Application Support Analysts to join our Application Managed Services (AMS) team supporting a hospital's Epic electronic health record (EHR) environment.

The team will provide ongoing production support, incident resolution, application troubleshooting, workflow support, maintenance, and continuous improvement across clinical, revenue cycle, ancillary, patient access, population health, and technical Epic applications.

We are seeking candidates with Epic certification and hands-on experience in one or more of the application areas listed below. Candidates are not expected to have expertise across all modules. Each analyst will be assigned responsibilities based on their certifications, experience, and the needs of the managed services team.

Epic Application Areas Supported

Candidates with experience in any of the following Epic applications are encouraged to apply.

1. Revenue Cycle and Patient Access

• Resolute Hospital Billing (HB)
• Resolute Professional Billing (PB)
• Claims and related revenue cycle applications

2. Clinical Applications

3. Ancillary and Specialty Applications

• Related ancillary and specialty workflows

4. Patient Engagement and Community Access

• Community Connect

5. Population Health and Care Management

6. Technical, Integration, Security, and Reporting

• Epic Security and Identity and Access Management
• Bridges - Interfaces and Integrations
• Clarity - Reporting Database
• Caboodle - Enterprise Data Warehouse
• Cogito - Analytics and Reporting

Key Responsibilities

• Provide production application support for assigned Epic modules.
• Investigate, troubleshoot, and resolve application incidents and service requests.
• Support clinical, administrative, financial, and operational workflows.
• Document issues, resolutions, workarounds, and troubleshooting steps in the service management platform.
• Manage incidents according to established priorities, service-level agreements (SLAs), and escalation procedures.
• Collaborate with hospital IT teams, application owners, clinical stakeholders, and other technical support resources.
• Assist with application maintenance, upgrades, testing, enhancements, and release validation as appropriate to the assigned role.
• Identify recurring issues and contribute to root-cause analysis, knowledge management, and service improvement.
• Follow hospital security policies, HIPAA requirements, and procedures for protecting patient information.

Required Qualifications

• Active Epic certification or applicable Epic-recognized proficiency aligned with the candidate's assigned application area and accepted by the client.
• Hands-on experience supporting Epic applications in a hospital or health system environment.
• Experience troubleshooting production application issues and supporting healthcare workflows.
• Familiarity with incident management, service requests, problem management, and change management.
• Strong analytical, communication, documentation, and customer service skills.
• Ability to work collaboratively within a team-based managed services delivery model.

Preferred Qualifications

• Experience providing ongoing Epic application support in an AMS or managed services environment.
• Experience with Epic production releases, upgrades, testing, application enhancements, or optimization.
• Experience working with clinical, revenue cycle, ancillary, technical, or reporting teams.
• Experience meeting defined SLAs and supporting a structured ticket management process.