Following the successful implementation of Unity Health Toronto’s electronic patient record (EPR) system in November 2024, Unity Health’s Digital team is preparing to extend our Epic instance to Sinai Health through a new shared EPR project. To support this next phase of work, we are looking to build capacity for both Unity’s ongoing EPR operations and the Sinai extension project.
We are seeking an EPR Application Analyst to support end users through effective, engaging training and help ensure long-term adoption and success.
Job Profile
The EPR Application Analyst supports the ongoing maintenance, operation, and enhancement of EPR applications and related patient care technologies. Working closely with clinical and non-clinical users, application teams, and vendors, the role assists with application support, ticket triage, testing, routine build activities, issue resolution, and operational maintenance. The EPR Application Analyst develops an understanding of clinical and operational workflows and applies established standards and best practices to help ensure the EPR system supports safe, effective, and efficient patient care.
Main Responsibilities
Application Operations and System Support
- Supports the day-to-day operation, maintenance, and optimization of EPR applications and related patient care technologies.
- Collaborates with clinical and non-clinical users, Information Technology teams, vendors, and senior application team members to support application and operational activities.
- Manages and triages support tickets, monitors operational work queues and error queues, and assists with the resolution and escalation of application issues.
- Performs routine application maintenance, testing, user access activities, and entry-level build tasks following established standards and procedures.
- Maintains accurate documentation and assists with system upgrades, enhancements, and implementation activities.
- Develops knowledge of EPR applications, clinical workflows, and healthcare informatics best practices to support safe and effective patient care.
Clinical Process and workflow redesign
- Assists with identifying and reporting potential application, workflow, and patient safety concerns encountered during operational support, testing, and maintenance activities.
- Supports the documentation of current workflows and participates in workflow reviews to help identify opportunities for process improvement.
- Supports the review and maintenance of application documentation, workflows, and support materials to ensure information remains accurate and current.
- Develops an understanding of clinical and operational workflows and how they are supported within EPR applications.
- Participates in testing, validation, and implementation activities to support safe and effective application functionality.
- Assists with end-user support by responding to questions, troubleshooting routine issues, and directing requests to the appropriate resources when required.
Subject Matter Expertise
- Develops knowledge of assigned clinical applications while supporting subject matter experts in application maintenance, testing, enhancement, implementation, and integration activities.
- Interprets, clarifies and responds to requests for system content, design changes, upgrades, fix kits and enhancements, involving:
- Assessing the impact of request on all integrated systems, assessing the impact on the workflow of Clinicians; planning, overseeing, performing, evaluating and testing at all levels through this process
- Collaborates to develop, prioritize and determine core clinical decision support systems and their integration into clinician workflow and clinical applications;
- Assists in mining, aggregating, analyzing and interpreting data from clinical information systems to improve patient outcomes
Problem solving and support
- Assists with troubleshooting and resolving routine application, workflow, and operational issues, escalating complex concerns to senior team members as appropriate.
- Investigates issues identified by end users, the Help Desk, or system monitoring tools and works collaboratively with others to support timely resolution.
- Participates in application support activities, including rotational on-call support as required.
- Follows established policies, procedures, and support processes to ensure the effective and consistent use of EPR applications.
System education and research
- Supports and facilitates the development of educational programs of designated clinical staff. Shares subject matter expertise with other IT professionals, including students
- Participates in research or ‘culture of discovery’ activities involving the core aspects of clinical informatics, e.g., study of standards, terminology, usability, demonstrated value, safety and quality.
- Provides support for process and clinical workflow improvement s o Collecting and providing analysis of ideas brought forth
- Developing and recommending solutions, within scope of authority, where appropriate, ensuring the timely escalation of requests, that are outside scope of authority;
- Participating in the testing and piloting of system changes/options, , while ensuring appropriate documentation;
- Participating in the implementation and evaluation process;
- Providing recommendations for system refinement and/or revision;
Performs cross functional and other duties as assigned and/or requested
- All staff are expected to carry out their assigned duties and responsibilities in a manner which prioritizes patient and employee safety and confidentiality. Key accountabilities in this regard include:
- Strict compliance with patient/employee confidentiality practices and policies
- Strict compliance with patient/employee safety practices and standards.
- Appropriate identification, reporting and response to patient/employee confidentiality breaches in accordance with established policies and procedures
- Appropriate identification, reporting and response to patient/employee safety risks and incidents/events in accordance with established policies and procedures.
Qualifications
- Bachelor’s Degree in a related field required.
- Master’s degree in a professional faculty or Master’s degree in Information Technology or Informatics preferred;
- 3 years’ experience as a Clinician in clinical informatics or application support role
- 3 years’ experience with information management systems
- 2 years of relevant technical experience with clinical system used in patient care, including ordering, results, and database management;
- Intermediate knowledge of core components of an electronic health record necessary for viewing results, ordering and clinical documentation;
- Intermediate knowledge of integration/communication between core clinical systems
- Concepts of designing that incorporate patient safety, best practice guidelines and human factors;
- Intermediate knowledge of Office computer applications (e.g., MS Office, MS Project, Visio);
- Valid passport and ability to travel to the United States of America to complete mandatory vendor training certification program required
- Successful completion of the vendor training certification program is a requirement for continued employment in this role.
- Solid organization, prioritization and time management skills;
- Solid leadership, team, collaboration and change management skills;
- Solid critical analysis, creative problem solving and decision making skills;
- Ability to meet deadlines and achieve deliverables;
- Excellent communication, facilitation and inter-personal skills, and a client service orientation;
- Solid project management skills and experience in applying related tools;
- Demonstrated commitment to the vision, mission and values of the Hospital, and to the principles of a culture of discovery and continuous learning.
- Unity Health Toronto is committed to creating an accessible and inclusive organization. We strive to provide a recruitment process that is barrier-free and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We understand that you may require an accommodation at any stage of the recruitment process. When you are contacted, please inform the Talent Acquisition Specialist and we will work with you to meet your accommodation needs. We want to emphasize that all accommodation requests are handled with the utmost confidentiality, respecting your privacy and dignity.
