Description/Scope of Work
Staff members will help to produce meetings and end-user support content; interface directly with analyst and application manager teams; they will directly interface with SuperUsers and frontline staff- fielding training requests, workflow challenges, and appropriately triage requests across HIT. Member will continue building on the success of developing service area representatives to expand the SU program and ensure content is focused on clinical needs. Member will collaborate with internal health clinical ops members and internal HIT colleagues to plan, develop and facilitate learning opportunities, triage requests to appropriate teams and serve as an interface between end-users and the broader HIT teams.
Examples of Duties
-meeting facilitation -needs assessments -Survey distribution -escalation and prioritization of tasks -educational content development -cross-team collaboration -coordination of small to medium size training initiatives -collaborating with stakeholders to produce communications -collaborating with Epic Analysts and Managers to ensure communications are targeted to end user, user needs and inquiries are addressed. -development of tipsheets, asynchronous learning modules, video based training -agenda setting -taking of minutes -1:1 training and group trainings.
Requirements
Certified/Experience as an Epic Credentialed/Principal trainer or Epic analyst Core Job Requirements & Responsibilities Training Delivery & Facilitation Lead Classroom & Virtual Training: Deliver structured Epic training sessions, workshops, and refresher courses to Super Users and end-sections of clinical/administrative staff. Manage the Training Environment: Set up, maintain, and refresh patient data in the Epic training environment to ensure a realistic learning experience. Assess Super User Readiness: Evaluate the competency of Super Users through quizzes, practical workflow assessments, and mock go-live scenarios. Super User Program Support & Cohort Management Act as the Primary Liaison: Serve as the main point of contact between the central Epic IT Project Team and the frontline Super Users. Maintain the Super User Roster: Track Super User engagement, attendance, credentialing progress, and departmental coverage gaps across the organization. Coordinate Communication: Draft and distribute system updates, upgrade release notes, and optimized workflow "tip sheets" to the Super User network. Go-Live & Elbow Support Provide On-the-Floor Assistance: Provide intensive, in-person "elbow support" during system go-lives, upgrades, and new module rollouts. Escalate Complex Issues: Identify, document, and triage complex technical system bugs or workflow gaps to the appropriate Epic Analyst team for resolution. Technical & Working Conditions Schedule & Availability Flexible Hours during Go-Lives: Ability to work non-traditional hours, including early mornings, late evenings, nights, and weekends to support 24/7 hospital shifts during major system activations. Travel: Depending on the organization's footprint, the ability to travel to various regional clinics, hospitals, or care sites to conduct on-site training. Physical Requirements Mobility: Ability to stand and present in a classroom setting for 4–8 hours a day, or walk/stand for extended periods while providing floor support in clinical units. Screen Time: Ability to spend prolonged periods sitting at a desk and working on a computer for curriculum development and virtual support.
Qualifications
List of Qualifications Epic Credentialing: Must successfully complete the Epic Credentialing process (passing the relevant workflow tests and presentation panels) within a designated timeframe (typically 3–6 months from hire). Technical Proficiency: Advanced proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and learning management systems (LMS). Super User Experience: Proven track record of serving as an active, high-performing Epic Super User during a go-live, upgrade, or optimization phase. Communication Mastery: Demonstrated ability to communicate complex technical concepts to non-technical stakeholders clearly and concisely.
Education & Experience
Education Minimum: Bachelor’s degree in Healthcare Administration, Education, Information Technology, Nursing, or a related field. Alternative: An equivalent combination of an Associate's degree and significant hands-on clinical/Epic support experience may be considered.
Experience Healthcare Experience: Minimum of 2–3 years of experience working in a clinical or healthcare operational setting (e.g., RN, Medical Assistant, Billing Specialist, or Front Desk Lead).
Epic System Experience: At least 1–2 years of daily, hands-on experience using the Epic EHR system.
Training/Facilitation Experience: Minimum of 1 year of experience delivering peer-to-peer training, corporate onboarding, or classroom-style instruction (healthcare IT training preferred). Preference for staff with a former or active clinical license.
Knowledge, Skills, & Abilities
Knowledge Epic Ecosystem: Deep operational knowledge of specific Epic modules (e.g., EpicCare Ambulatory, Inpatient, Cadence, Resolute) and workflows relevant to the organization. Adult Learning Principles: Solid understanding of instructional design and adult learning methodologies (e.g., ADDIE, Bloom's Taxonomy) to effectively engage adult learners. Healthcare Operations: Familiarity with clinical or operational workflows, medical terminology, HIPAA compliance, and hospital/clinic policies. Change Management: Knowledge of how users adopt new technology and the common barriers to software adoption in a high-stress healthcare environment. Skills Facilitation & Presentation: Exceptional public speaking and classroom management skills, with the ability to command a room and keep users engaged. Technical Troubleshooting: Ability to quickly diagnose and resolve minor technical issues within the Epic playground/training environment or virtual classroom software (e.g., Teams, Zoom). Curriculum Customization: Skill in translating complex technical workflows into easily digestible quick-start guides, tip sheets, and lesson plans. Active Listening: The ability to hear a frustrated user's complaint, identify the root workflow issue, and guide them to a solution. Abilities Adaptability: Ability to pivot teaching styles on the fly based on the technical literacy and comfort level of the learners. Patience & Empathy: Ability to remain calm, supportive, and patient when training highly stressed clinical staff under tight deadlines. Cross-Functional Collaboration: Ability to act as an effective bridge between the IT build team, instructional designers, and frontline clinical operations.
Remote/Telework Details
If local – Required to be on-site at least 6 days a month or as needed.
If outside of the SF Bay Area – remote only (no travel)
Location
Preferred a candidate located in the Bay Area, the office is in South San Francisco
SMC Equipment Provided
Yes - Laptop/Monitor
Pay: From $45.00 per hour
Work Location: In person
