In a previous role, I encountered a situation where a hospital's patient portal was intermittently down. I began by isolating the issue through systematic testing and logging. I discovered that the problem was due to a misconfiguration in the load balancer settings. I worked with the IT team to correct the settings, which restored the portal's functionality. This experience reinforced the importance of thorough troubleshooting and collaboration with cross-functional teams.

I regularly attend EPIC-hosted webinars, participate in user forums, and subscribe to their official newsletters to stay informed about new features and updates. Additionally, I engage with the EPIC community on platforms like LinkedIn and attend local user group meetings. This proactive approach ensures that I am always up-to-date with the latest developments and can provide the best support to our users.

My approach to training new staff involves a combination of hands-on practice and theoretical knowledge. I start with an overview of EPIC's core functionalities and then move on to practical exercises. I use real-world scenarios to help them understand how to apply what they've learned. Feedback is crucial, so I conduct regular check-ins to address any questions or concerns. This method ensures that new staff feel confident and capable in using EPIC.

When a user is frustrated, I first listen attentively to understand their concerns. I empathize with their situation and reassure them that we are working to resolve the issue. I then gather the necessary details to diagnose the problem and provide a solution. If the issue is beyond my expertise, I escalate it to the appropriate team while keeping the user informed. My goal is to turn their frustration into satisfaction by providing timely and effective support.

In one instance, a billing discrepancy arose due to a data entry error in EPIC. I coordinated with the finance and IT departments to trace the error back to its source. We identified the root cause and implemented a process to prevent future occurrences. This collaboration not only resolved the immediate issue but also improved our overall system efficiency. It underscored the importance of teamwork in ensuring smooth operations.