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Providence Clinical Informatics EPIC Support Specialist PSJH in Olympia, Washington


Providence St. Joseph Health is calling a Clinical Informatics EPIC Support Specialist PSJH to to one of our following locations: Portland OR, Beaverton OR, Seattle WA, Renton WA, Everett WA, Olympia WA, Spokane WA, Richland WA, Missoula MT, Anchorage AK, Burbank CA, Anaheim CA, Torrance CA, Santa Rosa CA or Lubbock TX.

We are seeking a Clinical Informatics EPIC Support Specialist PSJH to serve as a resource in promoting the understanding, integration, and application of information technology in healthcare settings. The intent is to provide real-time support to physicians, nurses, and other caregivers throughout the care continuum. This role is responsible for accurately gathering details of reported Epic or Epic-related technology incidents or requests, and working to either restore service by providing education to support users of Health System technology including the electronic health record (EHR), or triage to the appropriate IS resource. The position requires team leadership skills delivered in a complex, highly stressful environment, and skilled use of clinical technology, information sciences and fundamentals of project management with a customer service focus. The CI provides Informatics leadership in initial and ongoing Electronic Health Record (EHR) training and competency validation to Providence Health & Services clinicians in their use of clinical technology and coordinates curriculum development activities. The position requires excellent customer service skills, EHR workflow knowledge as well as technical troubleshooting abilities. All duties must be performed in a manner that promotes team success, and reflects the Providence Health & Services mission, philosophy, and core values. In all aspects, he/she serves as a role model for the values and mission of the organization.

In this position you will have the following responsibilities:


  • Coaches and provides one-on-one at the elbow support for members of the clinical team in gaining and maintaining competency in use of clinical technology.

  • Ensures that workflow and training knowledge delivered is consistent with and accurately reflects informatics standards.

  • Communicates technology changes, upgrades, and downtimes to clinical customers.

  • Develop detailed documentation for the purpose of expediting problem identification and resolution.

  • Demonstrated planning and time management skills.

Problem Solving:

  • Engage in moderate/complex troubleshooting to correct problems.

  • Skilled at time management, with proven ability to organize multiple efforts and to respond to shifting priorities.

  • Triage customer issues and requests through various tools, troubleshooting and resolving end-usertechnology issues.

  • Accurately record and document relevant details of the issue or service request, in order to facilitate efficient incident triage when indicated.

  • Record and triage incidents and service requests in a professional manner via approved tools.

Customer Service

  • Responds and assists customers immediately upon request and follows up on previous interactions to ensure issue resolution or escalation.

  • Able to effectively communicate to clinical customers and is perceived as approachable.

  • Anticipates and takes personal responsibility for customer satisfaction.

  • Consistently strives to listen, understand, and support the needs of others in a sensitive manner.

  • Demonstrates focused and active listening and communications skills when receiving and responding to requests for support.

Teamwork and Collaboration

  • Ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction.

  • Works through interpersonal conflicts as they arise using conflict management skills.

  • Collaborates with teams across the system, shares expertise and improves programming across multiple disciplines.

  • Actively contributes to building and maintaining a positive team environment.

Clinical Support

  • Promotes highest attainable quality in the use of clinical information systems.

  • Assists health care team members with EHR changes that support the clinical leadership strategy, goals and clinical standards.

  • Advocates for excellence in use of clinical information systems.

  • Recommends alternative approaches for use of application functionality to enhance workflow.

  • Stays current with HIPAA, CMS, and TJC (The Joint Commission) standards, management and healthcare issues and trends, and legal implications, pertaining to EHR access and use.

Professional Development

  • Enhances professional growth and development through participation in educational programs, current literature, meetings and workshops.

  • Frequently updates knowledge regarding health care trends and issues and actively seeks opportunities to apply this knowledge to practice.


Required qualifications for this position include:

  • Bachelor's Degree in Clinical discipline, IT/Informatics, business, education, management, or related field or equivalent education/experience.

  • 1 year experience in a clinical discipline, information technology/informatics, business, education, management, or related field.

About the department you will serve.

Providence Shared Services provides a variety of functional and system support services for our Providence family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

For information on our comprehensive range of benefits, visit:

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Analytics/Business Intelligence

Location: California-Torrance

Other Location(s): Texas-Lubbock, California-Burbank, Oregon-Portland, Oregon-Beaverton, Washington-Everett, Alaska-Anchorage, California-Santa Rosa, California-Anaheim, Washington-Olympia, Washington-Spokane, Washington-Renton, Washington-Seattle, California-Torrance

Req ID: 284719