iCare Support Analyst (Inpatient Workflows)

Riverside Health; Newport News (VA); On-site; USD 76,000 - 105,000; Full time

Job summary

Riverside Support Services in Newport News, VA is hiring an iCare Support Analyst to manage Epic applications and optimize clinical workflows. The role requires deep understanding of iCare and Epic systems, with responsibilities spanning troubleshooting, training, and collaboration with stakeholders to drive improvements.

The role emphasizes on-site work at Riverside’s Denbigh location, with emphasis on translating technical functionality to clinicians and staff, maintaining certifications, and

Qualifications

• Bachelor's degree in a related field (Healthcare Administration, Business Administration, Clinical Information Systems, Informatics, Information Technology, Sciences) (Required) or Program Graduate, Technical License (Required) or High School Diploma or GED, with 6 years of progressive healthcare experience (Required)
• 3 years EPIC Support Training or EPIC End User experience in any healthcare business line (Required)
• 3 years of progressive healthcare experience, preferably in an Integrated Delivery Network in clinical care, operations or IT system support (Required)

Responsibilities

• Support two or more Epic applications and develop knowledge of clinical information systems to support staff and leadership
• Provide technical and clinical expertise, translate system functionality for end-users
• Collaborate with stakeholders to implement changes and educate end-users
• Maintain Epic Certifications and New Version Trainings
• Participate in system testing and change management to ensure QA

Skills

EPIC End User Roles

On-call support

Customer communication

Project independence

Education

Bachelor's Degree (Healthcare Administration, IT, related fields)

Program Graduate, Technical License

High School Diploma or GED with 6 years healthcare experience

Tools

Epic

Job description

iCare Support Analyst (Inpatient Workflows)# Careers## iCare Support Analyst (Inpatient Workflows)Apply: Riverside Support Services - Denbigh - Newport News, Virginia: Full time: Posted Today: 2026-037917Newport News, Virginia**Hiring Range**$76,400.00 - $105,050.00/AnnualActual pay is determined based on job-related factors such as relevant experience, education, credentials, skills, internal equity, and business needs. **Location:** Newport News, VA (onsite)**Overview** The iCare Support Analyst is responsible for achieving an in-depth understanding of iCare applications, additional integrated systems, policies, procedures and workflows of the areas they support. This role is responsible for continuously evaluating the iCare application by analyzing current state processes, troubleshooting issues, and identifying process improvement opportunities to ensure a successful integration between clinical/ business practice and the relevant iCare applications. The iCare Support Analyst evaluates potential mismatch between information technology workflows and clinical or business workflows and works with an integrated team to brainstorm and implement solutions. The Analyst must have the ability to understand and translate the functionality of the iCare application and workflow to team members/providers in both the practice/facility and the classroom setting. **What you will do*** Support two (2) or more Epic applications. Develop a working knowledge of all clinical information systems in place and the infrastructure for the clinical information systems to support the staff and leadership in troubleshooting, upgrades, and training. Continuously evaluate the EMR application by analyzing current state processes, troubleshooting issues, and identifying process improvement opportunities for successful integration.* Provide technical and clinical expertise and communicate clinical system functionality and capabilities while participating in identifying alternative solutions that meet the needs of end-users and stakeholders. Stay abreast of new developments from Epic User Web.* In conjunction with Stakeholders validate and determine if the problem, need or issue is application, training or technical related. Gather and organize relevant information pertaining to the incident and follow up through resolution.* Collaborate with colleagues and other stakeholders to implement changes and associated education. Promote and educate the use of clinical informatics, standardization, and point-of-care decision support in everyday clinical practice. Ensure education associated with the changes is appropriate to the change and end-user.* Participate in all system testing efforts and change management to ensure quality assurance is met* Actively communicate system and end-user issues to the team. Collaborate with the team members to identify and solve problems and implement solutions.* Optimize the design of clinical information systems to meet the needs of end-users including physicians, nurses, ancillary, clinical and administrative staff. Conduct re-evaluation of implemented solutions and workflows. Participate in ongoing change evaluation and support end-users in maintaining changed workflow and technological processes.* Facilitate and teach (as appropriately credentialed) new hire and on-going training for system changes and upgrades to include onsite go live and upgrade support. Represent the end-users' workflow in health system initiatives. Provide ongoing evaluation of training and operational workflows.* Maintain Epic Certifications and New Version Trainings**Qualifications** **Education*** **Bachelors Degree, in a related field (Healthcare Administration, Business Administration, Clinical Information Systems, Informatics, Information Technology, Sciences) (Required) or*** **Program Graduate, Technical License (Required) or*** **High School Diploma or GED, with 6 years of progressive healthcare experience, preferably in an Integrated Delivery Network in Clinical Care, Operations or IT support (Required)****Experience*** **3 years EPIC Support Training or EPIC End User experience in any healthcare business line (Required)*** **3 years of progressive healthcare experience, preferably in an Integrated Delivery network in clinical care, operations or IT system support (Required)****Skills and Abilities*** Competency in at least 2 EPIC End User Roles* Ability to provide on-call support* Ability to be receptive to needs expressed by customers while clearly communicating system capability and constraints* Self-starter that can manage projects independently with strong follow up skills**Licenses and Certifications*** Credentialed Trainer - EPIC within 180 Days (Required)* Epic Certification - EPIC within 180 Days (Required) **Other Requirements*** Call Rotation