• Assist users in using the product effectively. • Respond to user inquiries/tickets (students, parents and guardians, teachers, school staff) and internal teams (Sales/Pedagogical Advisory) via Zendesk regarding our educational platform. • Perform analysis, diagnosis, testing and resolution of tickets by consulting procedures and internal systems. • Assess the need to involve other areas in the processes. • Identify opportunities to improve the product and communication activities. • Handle tickets submitted by users. • Manage and organize different SLAs for support. • Review support processes and define response macros and ticket categorization in Zendesk.

Overview The Epic Application Analyst is the Subject Matter Expert and technical point of contact. They are responsible for three primary areas of work: Projects, Changes, and the highest point of Break/Fix escalation. They are responsible for configuration of Epic applications, leading Requirements Gathering Sessions, technical documentation, and testing (internal and User Acceptance Testing). They participate as a member of the project team, working on upgrades and new application and workflow implementation, including partnering with the Interface Team to connect third party applications. A strong understanding of workflow interdependencies is required to provide guidance to the customer for informed decision making. The Epic Application Analyst will also perform other duties as assigned. This position is considered remote, which means that individuals in this position may work at their place of residence; however, they will be required to be on site during the first 90 days as needed and may be required to occasionally visit the Central Health administrative office or health centers in Austin, Texas. Remote work not available for residents of California, New York, New Jersey, Hawaii, Maryland, or Virginia. ****Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas. Responsibilities Essential Functions - Responsible for building system components, testing, implementation support, and maintenance of assigned Epic applications. - Perform in-depth analysis, troubleshooting, data collection, and root cause analysis and then identify and/or implement potential solutions for issues related to the system or usage of it. - Analyze/review and test each product release and communicate needed changes to operations. - Must be able to document and follow system change control procedures for the system. - Work closely with other analysts, Epic third- party vendors, and operations to ensure that system integrity is maintained and that IT deliverables meet operational business needs. - Research, analyze, facilitate, and implement business and system workflows in order to expedite process improvement and coordinate business practices. - Identify best practices and implement opportunities for standardization. - Utilize standardized department tools/software systems to plan task/projects and monitor progress toward milestones and deadlines, reassigning resources when necessary to meet organizational objectives. - Maintains up-to-date expertise on the operation and application of various applications. Essential Functions - Maintains a working knowledge of key indicators, standards, and processes related to EMR systems. - Able to travel between all Central Health clinics. - Provides third tier support for various applications/modules when an issue is escalated to the help desk. - Create and track tickets with vendors. Ensures support tickets are being worked in a timely manner in accordance with our service level agreements (SLA). - Provide technical support via phone, online, and/or in person. - Serve as a primary resource to the EMR super- users in ticket resolution. - Guides workflow design, building and testing the system, and analyzing other technical issues. - Coordinates system changes with the governance team for decision making. - Identifies and implements requested changes to the system. - Serves as a liaison between end users’ workflow needs and technical staff/vendors. - Maintains regular communication with vendors for assigned applications. - Works with vendors, the organization, and end users to ensure the systems meet the organization’s business needs regarding the project deliverables and timeline. - Provides management technical system guidance to improve and streamline operational workflows. - Works collaboratively with the trainers to ensure that training materials are up to date and reflect the current build of the various systems Qualifications MINIMUM EDUCATION: - High School Diploma or equivalent MINIMUM EXPERIENCE: - 1 year of experience supporting an EMR or similar software applications in a healthcare environment PREFERRED EXPERIENCE: - 3 years of experience as a super user or analyst supporting an EMR or similar software applications in a healthcare environment. - 3 years of Any experience implementing or supporting an EMR. - 3 years of Epic EMR experience. REQUIRED CERTIFICATIONS/LICENSURE: - EPIC - EPIC Certification Epic certification required within 6 months of hire or within six months of completing Epic training. - Must meet Central Health’s Epic pre - assessment criteria Required

Where You’ll Work Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service. Job Summary and Responsibilities As a Reimbursement Professional, you will be a pivotal expert, optimizing financial outcomes through accurate, timely, and compliant claim processing.Every day, you'll meticulously manage and analyze complex reimbursement methodologies, payer contracts, and regulatory requirements to maximize revenue and minimize denials. You'll identify trends, appeal claims, and collaborate with departments and payers to resolve discrepancies, implementing efficient billing practices.To be successful, you'll combine strong analytical skills with a deep understanding of healthcare finance, meticulous attention to detail, and exceptional problem-solving and communication abilities, transforming reimbursement challenges into strategic financial advantages. - Demonstrate a solid understanding of healthcare accounts receivable. Working knowledge of Payor Rules & Regulations, Understanding contract language, CCI Coding Issues, Read and interpret DOFR. - Ability to determine correct systems to locate pertinent info which may include; IDX,MPV, Medical Records Systems, Insurance Payor Web Sites, Code Correct Web Site - Demonstrate strong analytical skills in daily duties. - Ability to demonstrate thorough knowledge and understanding when communicating with peers as well as internal and external customers. - Ability to manage multiple expectations, task and deadlines effectively. - Timely review of electronic communication to stay informed of changes that affect your position. Job Requirements - High School Diploma or GED - Five years experience working in healthcare revenue cycle and/or a professional medical billing office - One year experience with IDX Practice Management System required - Knowledge of physician billing regulations - Understanding of professional claims and billing procedures - Strong MS Excel skills to interpret and analyze high volume of data - Strong analytical skills to identify key issues from large amounts of detailed data. Perform root cause analysis to determine origin of issues with the aim of correction - Ability to build and maintain working relationships with all levels of staff, physicians and other contacts Preferred Qualifications: - Six years experience working in healthcare revenue cycle, in a professional medical billing office as well as experience in reviewing and interpreting contracts - One year experience with IDX Practice Management System.

• Respond to internal requests to resolve network, OS, routing, and software issues; • Assist in implementing and maintaining the company's security policies; • Deploy and manage virtual servers running on Hyper-V and AWS; • Install and administer switches, servers, storage systems and network infrastructure on-premises and in the cloud; • Perform backup routines; • Plan and execute IT projects focused on infrastructure and cloud.