Technical Support Analyst - EPIC
Supports and troubleshoots interfaces between Epic and external healthcare systems (labs, billing, HIEs, vendors) using Epic Bridges and ELLKAY's integration engine — triaging tickets, analyzing message failures, monitoring data flows, and joining an on-call rotation. Core tech: Epic Bridges, HL7, EHR/PM interoperability.
- Compensation
- $85K–$100K / yr
- Location
- US
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Epic Bridges Certification
- 2+ years of project management experience, including tracking and planning projects
- Strong knowledge of HL7, Epic Bridges, and EHR/PM interoperability
- Excellent communication, organizational, and problem-solving skills
- Ability to manage competing priorities in a fast-paced environment
- Participate in on-call rotations, supporting critical production incidents and ensuring rapid resolution
Nice to have
- 2+ years of experience in a hospital environment
Full description
ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions continue to serve laboratories and ambulatory practices and have expanded to empower hospitals and health systems, healthcare IT vendors, ambulatory practices, health plans, and other healthcare organizations with cutting-edge technologies and solutions that drive their growth and interoperability strategies.
Today, ELLKAY remains true to our core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to the challenges our customers face in today’s data-rich world.
ELLKAY's experience, customer-focused approach, and reputation for innovation, speed, and accuracy differentiate ELLKAY as a premier partner for your interoperability needs and data management strategy.
Job Description:
We are seeking a proactive Support Analyst with experience in Epic and healthcare integration engines to support and maintain critical system interfaces and applications. This role will focus on troubleshooting, monitoring, and ensuring seamless data flow between Epic and external systems.
This is a full-time, computer-professional-exempt position. An analyst in this position will be responsible for troubleshooting and resolving issues related to all ELLKAY software products. The successful candidate will receive issues either by phone or email, will communicate effectively throughout the troubleshooting process, will clearly understand when certain issues require escalation, and will successfully manage multiple issues at the same time.
Essential Duties & Responsibilities:
- Support interfaces between Epic and external systems (labs, billing, HIEs, vendors), from within both ELLKAY’s integration engine and Epic Bridges.
- Triage, prioritize, and resolve support tickets in a timely manner
- Participate in on-call rotation and provide after-hours support as needed
- Escalate complex issues to development, infrastructure, or vendor teams
- Analyze message failures, data discrepancies, and interface errors
- Available to actively monitor work queue for proper severity process.
- Collaborate with cross-functional teams to implement fixes and enhancements
- Perform routine health checks on interfaces and integration engines
- Maintain logs, alerts, and monitoring dashboards to ensure system reliability
- Support system upgrades, patches, and ongoing maintenance activities
- Demonstrate strong functional understanding of client workflows and ensure solutions align with business and clinical goals