EHR/EPIC Support Analyst

SIHB Core Competencies

As part of the SIHB team, all employees are expected to embody the following competencies:

• Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine. It is our responsibility to maintain cultural integrity in all that we do.

• Accountability: All employees of SIHB effectively manage their work and the work of their teams. We take ownership of our actions and decisions. We all strive to deliver the highest quality work and care while respecting our teammates and relatives.

• Collaboration: SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values, and Theory of Change.

• Communication: We practice effective and clear communication with staff, relatives, teams, and the community. We demonstrate empathy among each other and with those we serve and transparency in our decision-making.

• Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our relatives first by delivering the highest quality, professional, responsive, and innovative care. Our relatives come first and deserve the best.

• Hold Indigenous values and practices with respect and integrity

• Hold yourself accountable to the highest standard by being resourceful, innovative, creative, and solution-oriented

• Actively participate in organizational activities with the understanding that success is achieved through teamwork.

• Recognize that communication is central to the organization’s success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others’ best intentions in mind.

• At SIHB, we refer to our customers as Relatives. Our Relatives come first and deserve the best. Serve the needs of our Relatives first by delivering the highest quality, professional, responsive, and innovative care.

Why should you join SIHB?

We want the best, and we don’t just mean the best care for our patients. We’re looking for people who are motivated to bring their best selves to work every day. If you want to work in an organization that truly values your experience, supports your growth, and allows you to see the direct impact you make, this is the place.

SIHB is a community rooted in purpose, respect, and healing. Your work here doesn’t disappear into the background; it becomes part of how we care for our Relatives and honor the values that guide us. If you’re looking for a place where your contributions matter and where you can be part of something deeply meaningful, SIHB will feel like home.

Position Summary

The EHR/EPIC Support Analyst plays a pivotal role in ensuring the effective functionality, optimization, and user adoption of OCHIN Epic and other clinical applications. This position serves as a technical expert and liaison between clinical staff, IT, and application vendors, focusing on workflow enhancements, process improvements, and system performance.

As a subject matter expert (SME) for clinical applications, the HER/EPIC Support Analyst collaborates with clinical leaders and end-users to optimize workflows, improve patient care, and ensure seamless integration of new technologies. The role requires strong analytical, problem-solving, and communication skills to support incident resolution, change management, and system training.

Organizational Structure / Reporting Relationships

This position reports directly to the Clinical Applications Manager and works collaboratively with other Clinical Application Support Analysts, IT teams, Clinical Staff & leaders, OCHIN, and other external vendors.

IT Department Philosophy

We believe in high standards. We value character and collaboration. We celebrate consistent progress and foster a culture where every team member is both a leader and a learner. Mistakes are learning opportunities, and feedback is a gift. Our success is measured not just by what we achieve, but how we elevate others along the way.

Job Responsibilities

Leadership & Strategic Oversight

• Lead cross-functional initiatives to optimize OCHIN Epic and all other clinical applications.

• Serve as the Clinical Applications liaison for executive leadership while advocating for system improvements and resource allocation.

• Mentor and guide team members to build expertise and maintain a growth-focused culture.

Clinical Application Expertise

• Function as subject matter expert (SME) for Epic (OCHIN) and other clinical applications.

• Collaborate with clinical leaders to translate operational needs into system functionality.

• Provide technical leadership for clinical application optimization and workflow design.

User Training & Customer Service

• Act as the first point of contact for user issues, resolving them or escalating as needed.

• Oversee daily ticket workflows, ensuring clinical staff receive timely and effective support.

• Monitor user adoption and proactively support staff with coaching to optimize workflows.

• Develop and deliver hands-on training for clinical staff to ensure effective application usage.

Clinical Application Management

• Ensure high availability and optimal performance of Epic and all clinical applications.

• Coordinate with OCHIN and vendors to test, support, and implement system updates.

• Develop a governance framework to align system enhancements with business needs.

Process Improvement & Workflow Optimization / Incident & Problem Management

• Lead workflow assessments & implement system optimizations to improve clinical efficiency.

• Collaborate with clinical departments to evaluate technology solutions that enhance patient care.

• Oversee and refine structured incident response protocols to ensure system resilience.

• Analyze recurring system issues and implement root cause solutions to minimize disruptions.

Security, Compliance & Risk Management

• Ensure clinical applications align with HIPAA, security, and regulatory compliance requirements.

• Manage and audit Epic access lifecycle, including handling 'Break the Glass' alerts.

Change Management & System Adoption, Project Management & Implementation

• Facilitate training, testing, and change validation for clinical system updates.

• Oversee large-scale system implementations and enterprise-wide technology initiatives.

• Coordinate third-party integrations and Epic (OCHIN) system upgrades.

Vendor & Stakeholder Collaboration

• Collaborate with vendors and clinical teams to identify and deploy system enhancements.

On-Call & After-Hours Support

• Provide after-hours support for critical clinical system incidents and emergencies.

Additional Duties:

• Perform other job-related duties as assigned by the CA Manager.

Qualifications & Skills

Experience:

• 3+ years of experience with ambulatory workflows in healthcare IT, with expertise in clinical applications and EHR systems, specifically Epic hosted in OCHIN.

• 1+ years of experience troubleshooting clinical and technical problems.

• Experience in managing or implementing healthcare software applications, preferably in clinical settings.

Knowledge:

• Expertise in Epic (OCHIN) and other clinical applications, including integration and workflow optimization.

• Understanding of ambulatory workflows and clinical practice operations.

• Strong knowledge of HIPAA privacy, security, state/federal compliance laws & regulations.

• Familiarity with the healthcare needs of American Indians/Alaska Natives and a commitment to equitable healthcare delivery.

Skills:

• Excellent communication and teaching skills.

• Ability to troubleshoot and resolve technical issues efficiently.

• Proficiency in Microsoft Office Suite and clinical applications support tools.

• Ability to translate technical information into easily understandable terms for non-technical stakeholders.

• Strong problem-solving and analytical skills for decision-making.

• Presentation and documentation skills.

• Leadership skills to guide and mentor a team of professionals.

Education:

• Bachelor’s or Master’s degree in Healthcare Administration, Nursing, Health Information Management, Informatics, Computer Science, or a related field (Equivalent experience may substitute for formal education).

Work Environment:

• Schedule: 4x10 work schedule (Monday through Friday)

• Shift: 7:00 AM to 6:00 PM daily (with one day off – rotating quarterly)

o On-call rotation, occasional after-hours or weekend work.

• Onsite Only – no remote work