Epic App Support Analyst Tier 3 Remote

Inspire health. Serve with compassion. Be the difference.

Provides first-line technical support to end-users of Epic applications within Prisma Health. Responsible for resolving basic to moderate issues related to Epic functionality, access, and workflows. Possesses a strong understanding of Epic applications, excellent communication skills, and a customer‑centric approach.

• All team members are expected to be knowledgeable and compliant with Prisma Health's purpose:
  Inspire health. Serve with compassion. Be the difference.
• Responds to incoming support requests via phone, email, and chat.
• Diagnoses and resolves basic to moderate issues related to Epic applications, including access issues, workflow questions, basic troubleshooting of application functionality, and/or data entry and retrieval issues.
• Provides guidance and support to end-users on Epic application features and workflows including documentation and tipsheet creation.
• Documents support interactions and resolutions in the ITSM system.
• Escalates complex issues as needed.
• Contributes to the development and maintenance of Epic-related knowledge base articles.
• Adheres to all relevant service level agreements (SLAs) and security protocols.
• Performs other duties as assigned.

This is a non‑management job that will report to a supervisor, manager, director, or executive.

• Education - Bachelor's degree in a technology or healthcare‑related field.
• Experience - No experience required. One (1) year of experience working with Epic applications preferred. Experience in a Healthcare customer service role preferred.

• In lieu of the educational and experience requirements listed above, an equivalent combination of work/academic experience may be considered (i.e., Associate degree and two (2) years of experience).

• Epic Credentialing in application discipline - preferred.

• Ability to participate in training sessions and stay current on Epic updates and releases.
• Communication skills.
• Customer service skills. Ability to effectively communicate technical information to non-technical users.
• Problem‑solving and analytical skills.
• Ability to work independently and as part of a team.
• Attention to detail and organizational skills.
• Proficiency in Microsoft Office Suite.
• Working knowledge of electronic health records (EHR) systems preferred.

Variable (United States of America)

Greenville Memorial Med Campus

7001 Corporate

ITS Support Services

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