Epic Mychart Application Analyst-Remote

Healthcare Without Rival
Premise Health is the world's leading direct healthcare provider and one of the largest digital providers in the country, serving over 11 million eligible lives across more than 2,500 of the largest commercial and municipal employers in the U.S. Premise partners with its clients to offer fully connected care – in-person and in the digital environment. It operates more than 800 onsite and nearsite wellness centers in 45 states and Guam, delivering care through the Digital Wellness Center and onsite, nearsite, mobile, and event solutions.
Premise delivers value by simplifying complexity and breaking down barriers to give diverse member populations access to convenient, integrated, high-quality care. We offer more than 30 products, delivering the breadth and depth of care required to serve organizations' total populations. The result is healthcare that meets the needs of members and their families, helping them live healthier while lowering costs for organizations.
Premise offers a wide range of dynamic, purpose-driven career opportunities. We are currently looking for an Epic MyChart Application Analyst to join our team remotely.
About the role: The Epic Support Analyst is responsible for troubleshooting and resolving information technology or workflow related incidents for Premise Health team members accessing Epic Hyperspace and patients accessing the Epic MyChart patient portal. The Epic Support Analyst provides high quality customer service to our client members and internal teams.
Essential Functions:

• Perform other duties as assigned (2%)
• Responsible for taking inbound phone calls and emails via the organization’s incident management software (ServiceNow) to provide initial support and triage incidents to other Epic Analyst teams for Premise Health team members using Epic Hyperspace. These support efforts will often require returning telephone calls to team members to seek clarification or gather additional details required for escalation. (45%)
• Responsible for assessing, resolving or escalating inbound patient CRMs (Customer Support Messages) and Proxy requests from the Epic MyChart portal via Epic In Basket. (5%)
• Responsible for escalated support initiatives for routine support/maintenance as assigned by the CAD management team. (3%)
• Responsible for taking inbound emails via the organization’s incident management software (ServiceNow) to provide support for patient registration and access to the organization’s Epic MyChart patient portal. These support efforts will often require returning telephone calls to patients to complete the support effort. (45%)

Job Requirements:

• Experience utilizing the ServiceNow service management platform, or equivalent solution, in a support environment a plus.
• Associates Degree preferred, or equivalent experience.
• Experience supporting a multi-site organization is a plus.
• 1-3 years of experience in a technical and/or application services role supporting Epic or other healthcare software and/or patient portal solutions.

Preferred Experience:

• Ability to interact and develop relationships with intra-departmental teams
• Ability to complete work assignments in a timely manner as assigned
• Basic understanding of healthcare terminology
• Ability to troubleshoot basic application issues and provide solutions from an existing knowledge base
• Positive attitude, detail oriented, self-motivated and a critical thinker
• Excellent customer service skills
• Effectively communicate in both oral and written form to a widely diverse audience
• Basic skills using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Embody Premise Health’s cultural beliefs (Respectful, Accountable, Courageous, Ethical, Engaged, Innovative, Quality-Focused)
• Ability to multi-task effectively in a rapidly changing environment

Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers benefits packages including medical, dental, vision, life insurance, 401(k), paid holidays and vacation time, a company-sponsored wellness program, and much more our talent acquisition team will be happy to share with you.
Premise Health is an equal opportunity employer; we value inclusion, and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
For individuals living in Colorado and New York City only, Premise Health is required to include an estimate of the salary and benefits for this role. While a number of factors influence salary, our estimated Colorado and New York City compensation is $19.00-$22.00/hour. Please note, this is a general guideline and your experience qualifications, geographic location, and other factors will be taken into consideration.
To support Premise Health’s commitment to the safety, health and wellbeing of our team members, clients and patients, Premise Health encourages all new team members to be fully vaccinated and up to date with a COVID-19 vaccine. Where applicable state or local laws or a client require, individuals who are offered and accept a position with Premise Health will be required to provide proof of vaccination in the form of a CDC vaccination card as part of the pre-employment onboarding process.

• Except where a reasonable medical or religious accommodation can be granted.

Street Address: 5500 Maryland Way, Ste 120, Brentwood, TN 37027