Epic Support Clinical Business Analyst

The Opportunity

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Clinical Business Analyst I will contribute to the successful training, support, and optimization of Epic applications implemented at Mass General Brigham. Work assignments include analyzing and troubleshooting systems issues, providing workflow guidance, and relationship management of supported departments. In-person, remote, and ticket-based support with strict adherence to documented service level agreements is a primary responsibility for the position.

Responsibilities

• Support and educate end users with Epic clinical and complementary applications

• Answer end user "how-to" questions

• Document and analyze business processes and help drive business process improvement workflows

• Produces Specification documentation with the guidance of senior staff

• Help identify and resolve issues, and facilitate appropriate escalation for timely resolution

• Conduct formal presentations and prepare presentation for project level work

• Prepare end user training materials

• Assist with developing and executing user acceptance testing plans including creation of test cases

• Participate in regular team meetings to discuss team and project/program related activities, issues, changes, and communications as needed

• Provide service to users, according to the defined service level agreements

• Adhere to recognized project management tools and methodologies

• Assist in identifying and recommending best practices for business analysis, training and end user support functions

• Analyze business processes to ensure accurate system configuration

• Create and run reports as needed using tools such as Epic Reporting Workbench

• Uses the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

• Other duties as assigned

Qualifications

• Bachelor's Degree in Business, IT, Healthcare, or related required

• Must have 3 years of healthcare IT experience with a knowledge of clinical systems

• A combination of education and experience may be substituted for requirements

• Epic Certification desired or must obtain Epic training as outlined by program requirement

Skills and Abilities

• Experience in end user management, preferably in a healthcare setting

• Ability to learn and understand clinical workflows

• Ability to effectively translate business requirements to functional requirements

• Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization including both technical and non-technical personnel

• Strong problem solving skills

• Ability to effectively conduct small meetings, both formal and informal

• Requires minimal direction from leadership and possesses the ability to learn quickly

• Ability to successfully collaborate with others of different skill sets, backgrounds and levels within and external to the organization

• Strong PC skills required with knowledge of Microsoft Office Suite, PowerPoint, SharePoint, Word, Excel, Teams, and Visio preferred.

Hybrid Working Model

• Requires local travel to IS and hospital sites, including patient care areas with limited patient contact, located on and off all BWH/BWF campuses.

• Other travel may be required to attend meetings, training, and professional development sessions.

• Must be able to provide adequate transportation between work locations.

• Off-site pager coverage for user support as assigned.

• As projects and priorities dictate, must be available to work non-standard business hours, such as evenings, nights, weekends and holidays when necessary.

• Telecommuting policies as permitted under team and Mass General Brigham policies for Connected Work may be considered under a mutual agreement between the incumbent and his/her manager.