Technical Support jobs in Kitchener, ON

Epic At-the-Elbow (ATE) Consultant – Go-Live J

ob Description

The Epic At-the-Elbow (ATE) Consultant provides frontline, on-site support to physicians, nurses, clinicians, and ancillary staff during an Epic EHR go-live. The ATE serves as the first point of contact for end users by answering workflow questions, assisting with system navigation, reinforcing training, identifying issues, and documenting incidents requiring escalation. The consultant plays a critical role in promoting user adoption, minimizing workflow disruptions, and ensuring a successful transition to the Epic electronic health record. ATEs are a visible presence throughout clinical and operational areas, providing immediate assistance while working closely with Epic application analysts, command center personnel, and hospital leadership to resolve issues quickly.

Key Responsibilities

• Provide on-site "At-the-Elbow" support during Epic go-live activities.
• Assist physicians, nurses, clinicians, registration staff, and ancillary departments with Epic workflows.
• Answer end-user questions regarding system navigation, documentation, order entry, scheduling, registration, medication administration, and clinical workflows.
• Reinforce Epic training and best practices while promoting user confidence and adoption.
• Observe clinical workflows and identify opportunities for workflow improvement.
• Troubleshoot basic Epic issues and determine appropriate resolution or escalation.
• Document incidents, service requests, and enhancement opportunities using the organization's ticketing system (e.g., ServiceNow).
• Escalate application, technical, interface, device, and workflow issues to the appropriate command center support teams.
• Track open issues and follow up with users until resolution is confirmed.
• Maintain frequent communication with department leadership and command center staff regarding recurring issues and trends.
• Assist with testing peripherals including printers, scanners, barcode readers, label printers, mobile devices, and workstations.
• Verify workstation functionality and Epic access during assigned shifts.
• Support activation of downtime and recovery procedures when necessary.
• Participate in daily shift huddles, issue reviews, and status meetings.
• Maintain detailed documentation of issues, resolutions, and lessons learned.
• Provide exceptional customer service while maintaining a calm and professional demeanor in high-pressure clinical environments.

Required Qualifications

• Previous Epic go-live At-the-Elbow support experience preferred.
• MUST LIVE IN ONTARIO, CANADA
• Strong understanding of clinical or revenue cycle workflows.
• Experience supporting one or more Epic applications such as:
• Ambulatory
• ClinDoc
• ASAP
• Willow
• Resolute
• Cadence
• Prelude
• Cupid
• Radiant
• OpTime
• Anesthesia
• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to work independently with minimal supervision.
• Proficiency using Microsoft Office applications.
• Ability to quickly learn new workflows and technologies.

Preferred Qualifications

• Epic Certification, Proficiency, or Credentialing (preferred but not always required).
• Clinical background (RN, LPN, MA, RT, PT, Pharmacy, Registration, etc.) or healthcare IT experience.
• Experience working in hospitals, ambulatory clinics, or integrated health systems.
• Knowledge of IT Service Management (ITSM) processes and ticketing applications.

Skills

• Epic workflow support
• Customer service
• Clinical workflow knowledge
• Issue documentation
• Incident management
• Critical thinking
• Communication
• Team collaboration
• Adaptability
• Time management
• Conflict resolution
• Attention to detail

Working Conditions

• On-site hospital or clinic assignment.
• Extended shifts (10–12 hours) during go-live.
• MUST RESIDE IN ONTARIO, CANADA
• Day, evening, overnight, weekend, and holiday coverage may be required.
• Walking throughout assigned clinical departments for the duration of each shift.
• Ability to remain calm and professional in fast-paced, high-pressure environments.

Application Question(s):

• MUST BE LOCATED IN ONTARIO, CANADA
• Must have supported 2 Epic Go-Lives in Canada

Experience:

• Epic ATE: 2 years (Required)

Work Location: On the road

Experience:

• Epic ATE: 3 years (required)

Location:

• Ontario (required)

Willingness to travel:

• 100% (required)

Work Location: On the road