The Health Division End-User Support Analyst (ESA) serves as the primary operational, workflow, and end-user support resource for the Muckleshoot Health & Wellness Division.  This position provides front-line support to staff across Medical, Dental, Behavioral Health, Pharmacy, Optical, Elders In Home support and Business Office programs utilizing the Epic electronic health record and associated health information systems.   The ESA functions as the liaison between operational department, clinical staff, leadership, information technology teams, and external vendors by providing real-time troubleshooting, workflow guidance, onboarding support, issue escalation, training reinforcement, system optimization, and operational readiness support.  The position is responsible for improving user adoption, reducing workflow disruption, enhancing patient and client service delivery, supporting regulatory compliance, and promoting efficient use of technology across the Health & Wellness Division.  This position focuses on operational workflow support, end-user adoption, and system optimization rather than technical system administration or software development responsibilities.

This list is intended only to illustrate the various types of work that may be performed.  The omission of specific statements does not exclude them from the position if the work is similar, related or logical assignment to the position.

1. Provide real-time at-the-elbow support to staff across Medical, Dental, Behavioral Health, Pharmacy, Optical, Registration, Public Health, Elders Services, and other Health Division programs.
2. Assist end users with Epic workflows, scheduling, registration, referrals, billing-related workflows, clinical documentation, order entry, pharmacy workflows, dental workflows, behavioral health workflows, and patient engagement tools.
3. Serve as the primary Health Division operational support resource for Epic and related application workflow concerns.
4. Support implementation, stabilization, optimization, and ongoing operational use of Epic and integrated healthcare technologies across all Health Division departments.
5. Collaborate with department leadership to identify workflow inefficiencies, standardize processes, and implement operational improvements.
6. Support onboarding and orientation of newly hired providers, clinicians, and support staff across all Health Division programs.
7. Coordinate with Information Technology, OCHIN, Epic support teams, and third-party vendors to resolve system issues affecting Health Division operations.
8. Participate in testing, validation, and implementation of system enhancements, upgrades, interfaces, and workflow changes affecting division operations.
9. Assist with development and maintenance of department-specific workflow guides, tip sheets, job aids, and training materials.
10. Monitor trends in support requests and user concerns and develop recommendations for workflow optimization and staff education.
11. Support operational readiness activities for system upgrades, new modules, regulatory changes, and organizational initiatives.
12. Participate in quality improvement, compliance, accreditation, and patient safety initiatives requiring workflow or system support.
13. Assist with data validation, workflow audits, and operational assessments to improve system utilization and performance.
14. Support cross-department coordination and communication regarding workflow changes, downtime procedures, and operational impacts.
15. Promote consistent adoption of standardized workflows across all Health Division departments.
16. Support efforts to build internal organizational expertise and reduce dependency on external consultants and vendors.
17. May provide coverage for Clinical ESA on occasion.
18. Because of the Tribe's commitment to community service and the well-being of its members, each employee may be expected to perform a wide range of office and field duties from time to time. Such duties may or may not be related to their regular responsibilities.

Required:

• Bachelor’s Degree in healthcare, healthcare administration, health information management, nursing, clinical informatics, information systems, or related field.
• Equivalent combination of education and relevant healthcare operational experience may be considered in lieu of degree.
• Minimum of three (3) years of experience supporting healthcare operations, clinical workflows, health information systems, clinical informatics, healthcare technology, or related healthcare environments.
• Experience supporting electronic health record workflows.

Preferred:

• Experience supporting Epic go-live, stabilization, or optimization initiatives.
• Clinical background or direct patient care experience.
• Experience supporting multiple healthcare disciplines (medical, dental, behavioral health, pharmacy, registration, or public health).

Skills:

• Strong problem-solving and organizational skills.
• Ability to prioritize multiple operational support requests simultaneously.
• Strong interpersonal, communication, and customer service skills.

Ability:

• Ability to troubleshoot workflow and operational issues in a fast-paced clinical environment.
• Ability to maintain confidentiality and professionalism in clinical settings.
• Ability to explain technical and workflow concepts to non-technical users.

Knowledge:

• Knowledge of electronic health record systems and clinical documentation workflows.
• Strong understanding of healthcare operations and workflows across multiple disciplines, including medical, dental, behavioral health, pharmacy, registration/business office, and public health services. Proficiency in Microsoft Office applications and healthcare information systems.

The working conditions described herein are representative of those that must be met by an employee to successfully perform the essential duties of this class.  The employee is frequently required to sit and talk, walk, stand, hear and observe; use hands to finger, handle, or feel objects, tools, or controls.  The employee is required to drive a motor vehicle and reach with hands and arms.  The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  The noise level in the work environment is moderately quiet.