Enhanced Clinical Support Specialist 2

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Overview
Working under the general direction of the Manager, the ECS II acts as the primary liaison to the customer for Epic support. Works on complex analytical and integrated issues to resolve end user issues. Supports the development, enhancement, and implementation of Epic. The Support analyst will create documentation and develop a knowledge base for Epic features and support inquiries. The support analyst will work independently and communicate with other support staff and end-users.

Required Skills and Abilities

1.Ability to work independently and meet deadlines with minimal supervision and ability to deal with simultaneous tasks, communicate effectively, problem solve, and develop creative solutions to complex problems required.

2.Strong organizational, problem-solving, and listening skills, attention to detail, innovative thinking, and the ability to inspire others are required.

3.Must possess high customer service skills and be a strong, collaborative team player.

4.Working knowledge or experience in Microsoft Office tools and an understanding of computer system capabilities to address process requirements required.

Preferred Skills and Abilities

Three years of clinical experience.

Principal Responsibilities

1. Maintains strong Epic Application Knowledge. Attends team meetings to gain system concepts and functionality. Attends all required training to maintain skills and knowledge. Understands end user work flows. Develops an Epic knowledgebase. Troubleshoots end user Epic issues. Supports the development, enhancement, adoption, and implementation of the EMR. Provides classroom support for end user Epic Training (Credentialed Trainer). 
2. Issues documentation by documenting all calls into call tracking application. Accountable for using Remedy for documentation of each call received. Identifies and escalates issues and is accountable for communication with end users and resolving end user queries. Maintains ownership of reported problems until resolved. Identifies Report trends to manager. Documents all troubleshooting steps in tracking tool. Meets department Service Levels. Thinks beyond scope of issue and works through issues independently. Understands the importance of being able to identify when to escalate issues to level 2 Epic analyst. Ability to discern between hardware issues and application issues and triage issues accordingly. identifying and escalating issues and maintaining ownership of issues until resolved. Is accountable for communication with end users and resolving end user queries.
3. Communicates effectively. Works with level 1 Help Desk and level 2 support staff to coordinate documentation and resolution of issues or requests for enhancements or optimization. Keeps end-users updated regarding status of reported issues. Provide both in person and phone support. Reports end user experiences to Epic Team. Accountable to work with the ITS Help Desk and Epic Trainers to maximize customer support and to relay trends for proactive training. 
4. Demonstrates exceptional Customer Service. Works on complex analytical and integrated issues to address end user issues.  Contributes to a positive work environment. Builds client relationships and departmental relationships. Follows up with end users and customers to insure issue resolution.
5. Performs all other job-related duties as required including Support of Application at the Manager's discretion.

Required Education and Experience

Bachelor's degree in Healthcare, Information Management or related clinical experience. More than 3 years in a Healthcare setting. Knowledge of clinical workflows, documentation and practice standards. Works on complex analytical and integrated issues to facilitate optimal adoption and use of the electronic health record and related tools/systems. Supports the adoption, development, enhancement, and implementation of the EMR.  Experienced in supporting various clinical end users (Physicians, Nursing, Ancillaries and Remote Sites). Experience working with EMRs and other clinical information systems. Ability to work in direct customer service situations and adapt to various situations and urgencies. Experience in troubleshooting challenging problems and developing resolutions. Working knowledge of workflow assessment, analysis and design using Lean or similar methodologies. Experience in EpicCare Ambulatory or Inpatient is desirable. Or an equivalent combination of education and experience.

Physical Requirements

Travel to hospitals, practice sites and other customers as required.

Job Posting Date

03/13/2026

Job Category

Professional

Bargaining Unit

NON

Compensation Grade

Administration & Operations

Compensation Grade Profile

Manager; Program Leader (24)

Salary Range

$68,000.00 - $120,500.00

Time Type

Full time

Duration Type

Staff

Work Model

Hybrid

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

Salary offers are determined by a candidate’s qualifications, experience, skills, and education in relation to the position requirements, along with the role’s grade profile and current internal and external market conditions.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through  their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.