Application Developer – EPIC Help Desk (Remote eligible w/in Iowa)

This position is eligible for remote work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Position Summary:

University of Iowa Hospitals and Clinics Department of Health Care Information Systems is seeking an Application Developer to support the daily use, system implementation, and troubleshooting of the electronic health records systems through the Health Care Information Systems – Help Desk. Work will be performed in a structured Help Desk setting. This individual will develop a comprehensive understanding of common clinical and administrative workflows and frequently asked questions to support the Epic electronic health record end users. The position is the front-line customer contact point for Epic troubleshooting for University of Iowa Health Care and Community Connect of Iowa. 

Responsibilities include assisting customers by phone, email, or Epic messaging systems. The position requires excellent customer service skills, a professional demeanor, close attention to detail, strong team collaboration skills and the ability to multi-task under pressure. It is essential to have knowledge of Epic workflows, the ability to make quick decisions based on professional judgement, and an understanding of general policy & procedures. Excellent verbal and written communication skills and the ability to review trouble shooting documentation, are also needed.

Position Responsibilities:

• Obtain and/or maintain Epic certification(s).
• Provide direct support (answer questions, provide “how to” instructions and fix errors/mistakes) to customers at an established Help Desk level using multiple communication routes.
• Use shadowing and other service tools to provide remote support.
• Maintain a comprehensive understanding of clinical and administrative workflows in Epic. This requires staying up to date with application changes related to system enhancements, upgrades, and other new functionality to support customers.
• Review and analyze system problems to identify solutions or make appropriate referrals to other teams.
• Evaluate the urgency and severity of all requests and triages them according to procedure or professional/clinical judgement.
• Identify trends and understands and follows escalation procedures.
• Collaborate with subject matters experts to analyze workflows and understand application design.
• Gather and analyze user feedback and share information to support revisions and enhancements (change request).
• Exhibit attention to detail in the documentation of requests, responses to customers, and other written communications.
• Assist with special projects and assignments as requested. This includes working extra shifts and off hours to support the organization with special projects, as needed.
• Participate actively in a team communication to promote learning and collaboration in a remote work environment.
• May complete other content build or documentation as assigned.
• Perform application and workflow testing as assigned.
• Assist users to place IT service requests.
• Monitor work (tickets) assigned to the team.
• Communicate effectively with technical and non-technical staff.
• Understand and adhere to IT Security policies and procedures.

Health Care Information Systems (HCIS) provides and supports information and communication systems and technology that facilitate quality patient care, progressive medical education, and innovative research.

HCIS services University of Iowa Health Care by providing comprehensive, high-level support for patient care delivery, internal and external communication, technology innovation, medical education, and research. Creating and maintaining a positive, productive, and rewarding environment for information technology and communication staff.

Pay Grade: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure

Salary: $61,954 to commensurate – 4B

University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at https://hr.uiowa.edu/benefits

Percent of Time: 100%

Location: 3281 Ridgeway Drive, Coralville, Iowa

Staff Type: Professional & Scientific

Type of Position: Regular

Education Required

Bachelor’s degree in a related field or an equivalent combination of education and related application development/support experience

Experience Requirements

• Typically, 3-5 years in the development and/or support of applications used by non-technical customers to support and enhance healthcare workflow processes, including a minimum of 2 years experience with Epic in a clinical or support role in a complex health environment such as a large medical center or teaching hospital.
• Experience communicating technical information effectively to technical and non-technical staff at the verbal and written levels.
• Ability to multi-task and quickly adapt to new and changing situations.
• Strong problem-solving skills and the ability to quickly learn new software, and application workflows.

Desired Qualifications

• Experience with remote work and supporting remote workers.
• Experience contributing to a successful Epic application implementation (design of applications, workflow analysis, build or application development, training, testing, and end user support, including as a super-user).
• Epic certification(s) desired.
• Previous experience within a Help Desk environment or providing 24×7 on-call support.
• Experience with Epic applications on iOS and/or Android device (Haiku, Canto, Rover or MyChart)
• Experience working collaboratively in a remote team-based environment.
• Experience using applications running in a Citrix environment.
• Experience with Microsoft Suite of products (Outlook, Teams, OneNote)

In order to be considered, applicants must upload a resume (under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. A cover letter is desired as part of the application process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Sarah Tucker, [email protected].

Additional Information

• Classification Title: Application Developer
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: Remote within Iowa

Compensation

• Pay Level: 4B
• Starting Salary Minimum: 61,954.00

Contact Information

• Organization: Healthcare
• Contact Name: Sarah Tucker
• Contact Email: [email protected]

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