Epic Support Analyst (ESA)

This is an on-site position located in San Bernardino, California. Candidates must be able to report to the assigned work location during regular business hours.

The EHR Support Analyst (ESA) at Inland Behavioral and Health Services plays a critical role in supporting and optimizing our electronic health record (EHR) environment. This position requires a strong understanding of Epic and health center operations, along with the ability to translate clinical and operational needs into effective, user-centered system solutions.

The ESA provides hands-on Epic application support through close collaboration with stakeholders across multiple clinical and operational departments. A key responsibility of this role is supporting the organization’s transition from eClinicalWorks to Epic, a new EHR platform serving approximately 100–150 users. Acting as a first point of contact and liaison between end users and support teams, the ESA ensures system functionality aligns with organizational workflows, performance goals, and success metrics.

The ideal candidate is highly customer-focused, solutions-oriented, and energized by problem-solving in a fast-paced healthcare environment. They bring strong technical aptitude, a willingness to learn quickly, and the ability to confidently navigate complex challenges. Exceptional communication, training, and relationship-building skills are essential, as is the ability to build strong, collaborative relationships with a diverse group of clinical, technical, and operational stakeholders.

Why You’ll Love This Role

Whether you’re early on your Epic journey or an experienced support analyst looking for meaningful impact, this role offers the opportunity to grow while making a difference. Early-career analysts will gain hands-on experience with Epic in a supportive environment, including the opportunity to obtain Epic Certification or Proficiency within a year, build deep system knowledge, and learn how EHR functionality supports real-world clinical workflows.

Responsibilities and Duties

Typical responsibilities and duties for the ESA include but are not limited to:

• Provide direct, daily support to clinical, operational, and patient care teams to ensure effective and efficient use of Epic applications
• Troubleshoot and resolve application and workflow issues, ensuring ownership of each issue through full resolution
• Communicate resolutions back to users and ensure issues are fully understood and closed
• Manage support tickets, assigned error queues, and In Basket pools
• Maintain and update select Epic configuration items such as preference lists, SmartPhrases, provider records, letter templates, and related master files
• Work with clinic leadership and end users to identify operational and clinical workflow improvements that enhance efficiency, care quality, and user experience
• Partner with clinicians and follow established EHR/PM processes to support in requests for new diagnoses and procedure codes, requests for additional charting tools, enhancements to existing or new clinical workflows
• Collaborate with internal stakeholders to adopt and optimize new Epic features and upgrades
• Participate in testing of new functionality and system updates prior to deployment
• Serve as an Epic subject-matter expert in clinic meetings, delivering training and coaching to end users
• Utilize support systems, help in the development of these systems, maintain vendor relationships, and minimize system outages
• Perform other duties as assigned

Minimum Qualifications

• High school diploma or equivalent required; Associate’s degree or equivalent work experience preferred
• At least 3 years of Epic experience working in a healthcare setting, ideally with 2 years of direct Epic application support experience in a help desk, application analyst, trainer, or go-live support role, with a proven ability to analyze processes, solve problems, and contribute to the improvement of systems and solutions in a professional setting
• Experience with Microsoft Office programs (Word, Excel, PowerPoint) required
• Experience working in a ticketing or case management system is preferred
• Solid understanding of healthcare operations and change management is a plus
• Experience with Federally Qualified Health Centers (FQHCs) is a plus
• Excellent written and oral communication skills required
• Strong attention to detail, and the ability to work effectively both independently and as part of a team is required
• Ability to participate in a rotating on-call schedule, including weekends or evenings as needed
• Must possess or be able to obtain a valid California Driver’s License
• Must have reliable transportation to travel to multiple health center locations as needed

Desired Qualifications

Bachelor’s degree in IT, Health Informatics, Computer Science, Healthcare, or related field (or equivalent experience)

EpicCare Ambulatory certification or proficiency is a plus

Essential Functions

• You may be required to engage in prolonged, extensive, frequent, and repetitive standing, sitting, walking, stooping, twisting, kneeling, reaching, crouching, bending, and position changes
• Able to lift and/or carry 25 lbs. occasionally
• Must feel comfortable interacting with the public
• Working in close quarters and near other people with little space between yourself and others is a necessity
• Occasional travel between health center locations
• May be required to work evenings and/or Saturdays and attend meetings outside clinic working hours

Universal Requirements:

Pre-employment requirements include I-9, positive background and reference check results, complete application, new hire orientation, drug screening and completion of employee health screening.

If you are passionate about supporting community health initiatives through meticulous data management, we invite you to apply today and become a part of our dedicated team at Inland Behavioral and Health Services.