Clinical Application Analyst II

Jobtailor

Santa Cruz (CA)

On-site

USD 85,000 - 105,000

Full time

6 days ago

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Job summary

Jobtailor is seeking a skilled EHR Support Analyst to provide Tier 2/3 support for OCHIN Epic and related clinical applications in a healthcare setting. The role focuses on troubleshooting incidents, analyzing workflows, and documenting solutions.

You will coordinate with vendors and internal teams to ensure smooth upgrades and ongoing optimization. The ideal candidate has experience with healthcare technology applications, strong documentation skills, and the ability to translate operational

Qualifications

Associate degree with 2+ years in healthcare tech support or 4+ years with a related high school diploma.
Experience providing Tier 2/3 support for clinical applications and EHR systems.
Strong documentation, requirements gathering, and training material creation.

Responsibilities

Provide Tier 2 and Tier 3 support via ticketing, phone, email, chat, and in-person.
Investigate, troubleshoot, and resolve incidents and requests.
Coordinate resolution with OCHIN, vendors, and stakeholders.
Develop and maintain workflow documentation and procedures.
Support upgrades, patches, releases, and new functionality.
Create knowledge base articles and end-user resources.
Participate in implementation and post-implementation support.

Skills

Tier 2 And Tier 3 Support

Electronic Health Records

Workflow Analysis

Technical Documentation

OCHIN EHR Support AnalystCertification

Education

Associate degree in IT/Health Informatics

Bachelor's degree preferred

Tools

Microsoft 365

Ticketing System

Knowledge Base Management

Clinical Applications

Job description

• Provide Tier 2 and Tier 3 support for OCHIN Epic and related clinical applications through ticketing system, phone, email, chat, and in-person support
• Investigate, troubleshoot, and resolve application incidents, service requests, workflow issues, and user-reported concerns
• Research and reproduce application issues, document findings, identify root causes, and recommend solutions
• Coordinate issue resolution with OCHIN, third-party vendors, and internal stakeholders
• Analyze clinical and operational workflows for process improvement, standardization, optimization, and automation
• Gather business requirements and translate operational needs into technology solutions
• Develop, maintain, and improve workflow documentation, business processes, and application procedures
• Support application upgrades, releases, patches, enhancements, and new functionality through planning, testing, validation, and deployment
• Develop and execute test plans, test scripts, and validation activities
• Participate in OCHIN Epic implementation and optimization, including workflow analysis, end-user readiness, and post-implementation support
• Perform approved application configuration, template maintenance, and system administration
• Support application security, user access management, downtime preparedness, and business continuity activities
• Develop knowledge base articles, user guides, job aids, training materials, and end-user resources
• Deliver onboarding, remediation, and change-related training
• Promote effective adoption and utilization of OCHIN Epic and related clinical applications
• Share best practices and support continuous learning related to clinical applications and workflows

Requirements

Associate degree in Information Technology, Health Information Management, Healthcare Administration, Clinical Informatics, Business Administration, or a related field and at least two (2) years of experience supporting healthcare technology applications; OR high school diploma/GED and four (4) years of progressively responsible experience supporting healthcare technology applications, electronic health record systems, or clinical software solutions
Experience providing Tier 2 and Tier 3 application support and troubleshooting complex technical and workflow-related issues
Experience supporting electronic health record systems and related clinical applications
Working knowledge of healthcare workflows and ability to analyze business processes and recommend technology-based solutions
Experience gathering requirements, documenting workflows, and supporting application implementations, upgrades, testing, and optimization initiatives
Experience creating and maintaining technical documentation, workflow guides, knowledge base articles, and end-user support materials
Strong analytical, critical thinking, and problem-solving skills
Strong written, verbal, and interpersonal communication skills
Ability to maintain professionalism, exercise sound judgment, and manage confidential information appropriately
Ability to manage multiple priorities, work independently, and meet established deadlines
Proficiency with Microsoft 365 applications and related productivity technologies
Bachelor’s degree and Epic/OCHIN training, accreditation, certification, or hands-on experience are preferred, not required
Must become an OCHIN EHR Support Analyst (ESA) within 3 months of hire

Core Competencies

Demonstrates expertise in providing Tier 2 and Tier 3 support for OCHIN Epic and related clinical applications, with a strong focus on troubleshooting, workflow analysis, and process improvement. Proficient in developing documentation, training materials, and supporting application implementations and upgrades.

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