• First line of contact with members of the OCHIN collaborative to help research and coordinate resolution of issues by troubleshooting and resolving issues within application modules in response to user requests. • Resolve problems with application vendor or other technical support as indicated. • Meet Service Level Agreements (SLAs) and OCHIN Customer Service Expectations through the completion of Help Desk tickets, calls and live chats. • Triage incoming calls and communications to determine the priority level and appropriate team to address issue. • May Provide support to the Electronic Health Record Support Analyst (EHRSA) of other organizations. • Discuss and provide workflow solutions and ensure understanding of the system through hands on training. • Document build specifications, team processes and complex clinic workflows as directed by the Sr. Revenue Cycle Analyst mentor.

Role Description Are you an Epic Analyst with RTE experience? Bring your RTE expertise to Tower Health and play a key part in implementing, developing, and maintaining the Epic system along with third-party systems. This role is primarily remote with a preference for those residing in Eastern and Central time zones. - Analysis: - Investigating processes to understand operations. - Researching, analyzing, and understanding workflows of end users. - Building & Testing: - Developing, testing, deploying, and evaluating appropriate interface solutions and ongoing maintenance needs for sustainable processes. - Appropriately configuring systems to improve processes, add efficiencies, and promote patient safety. - Troubleshooting: - Resolving integration/mapping issues. - Methodically approaching problems or processes to troubleshoot and resolve. - Developing application and integrated test scripts. - Participating in thoroughly testing builds. - Providing on-call support based on application needs. - Independently Interacting: - Establishing credibility at all levels and building partnerships with customers and colleagues. - Working closely with Senior Analysts and technical IT staff to implement, upgrade, and support software systems. - Comfortably presenting information to colleagues and end users and tailoring communication to the audience. - Communicating, collaborating, and sharing knowledge with the team. - Developing Knowledge/Skills: - Obtaining an in-depth knowledge of the Epic platform for the supported application. - General knowledge of other applications supported along with a detailed understanding of the integration of modules within the Epic Enterprise. Qualifications - Epic RTE certification and RTE experience are required. - Epic analyst Grand Central ADT build experience in addition to RTE is a plus. - Excellent communication skills and customer-service oriented. - Collaboration with IT staff and end users is key for this position. - A basic understanding of the Windows environment and an eagerness to learn, support, and tenaciously troubleshoot supporting technologies. - Bachelor’s degree is preferred. Combination of relevant education and experience may be considered in lieu of degree. - Proven critical thinking skills, follow through, and attention to detail. Company Description Tower Health, a regional healthcare system, serves communities across multiple counties in Pennsylvania. Its network includes Reading Hospital, Phoenixville Hospital, Pottstown Hospital, and St. Christopher's Hospital for Children (in partnership with Drexel University). Committed to academic medicine and training, Tower Health offers various programs, including residency and fellowship programs, the Drexel University College of Medicine at Tower Health, and the Reading Hospital School of Health Sciences. - Provides a wide range of healthcare services, such as Reading Hospital Rehabilitation at Wyomissing. - Home healthcare via Tower Health at Home. - TowerDirect ambulance and emergency response. - Tower Health Medical Group. - Tower Health Providers (a clinically integrated network). - Tower Health Urgent Care facilities across its service area.

• Executes established benefits processes and seeks guidance from Sr. Analysts. • Researches and responds to intermediate participant issues. (i.e. eligibility, calculation errors, and service delivery) • Triages intermediate system issues to confirm adherence to requirements. • Performs peer review on work completed by other peers. • Interfaces with external client contacts to resolve day-to-day benefit questions. • Reviews benefit reports, determines action required and gives direction to team members. • Identifies system and process enhancements to improve process efficiencies. • Mentors and coaches junior members. • Performs other duties as assigned.

• Reviews work performed by junior teams for accuracy and completeness. • Triage, researches, and responds to complex participant issues. (eligibility, calculation errors, and service delivery) • Solves complex problems. • Interfaces with and influences key stakeholders.