Summary  Provides Level 1 support for Epic-integrated interfaces and associated workflows, serving as the first point of contact for client issues and inquiries. This role is responsible for monitoring, triaging, and coordinating the resolution of interface-related tickets to ensure consistent, timely communication and continuity for both clients and internal teams. The Support Analyst acts as the first line of defense for interface-related issues, performing initial investigation and escalation to appropriate Level 2–3 resources as needed. The ideal candidate has foundational Epic knowledge (particularly in Bridges, Orders, or Results), a strong understanding of healthcare data workflows, and exceptional communication skills to coordinate effectively across teams such as Integration Analysts, Engineering, Implementation, and Customer Support. Job Responsibilities <ul> <li>Serve as the primary point of contact for incoming interface support tickets and client inquiries related to Epic AURA and/or P2P integrations.</li> <li>Monitor ticket queues (e.g., ServiceNow, Jira, or Salesforce) and triage issues to the correct internal teams or analysts.</li> <li>Perform basic investigation and validation of interface-related issues, including review of HL7 message logs, error queues, and order/result message delivery.</li> <li>Escalate tickets requiring deeper technical analysis to Level 2–3 Epic Analysts or Engineering, providing detailed initial findings to support efficient troubleshooting.</li> <li>Track open tickets to ensure timely follow-up and resolution, maintaining proactive communication with both clients and internal stakeholders.</li> <li>Document recurring issues, patterns, and trends to support process improvement and product stability.</li> <li>Collaborate with Epic Analysts, Implementation Managers, and Engineering to maintain smooth transitions between go-live and ongoing support.</li> <li>Support queue monitoring, reporting, and dashboarding to ensure adherence to SLAs and client satisfaction metrics.</li> <li>Contribute to internal knowledge base documentation, support workflows, and training related to Epic integration processes.</li> </ul> Education, Experience, and Skills <ul> <li>2+ years of experience supporting Epic systems or healthcare interface operations.</li> <li>Foundational understanding of Epic workflows and data exchange between Epic and external systems (orders, results, and interface messaging).</li> <li>Strong customer service focus with excellent written and verbal communication skills.</li> <li>Proven ability to triage and troubleshoot issues across complex systems and escalate appropriately.</li> <li>Experience with Salesforce required for ticket management and client communication; Jira or ServiceNow experience a plus.</li> <li>Working knowledge of HL7 message review and troubleshooting </li> <li>Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.</li> <li>Demonstrated ability to collaborate effectively across technical and non-technical teams.</li> </ul> Certificates, Licenses, Registrations <ul> <li>Epic certification or demonstrated Epic proficiency required (Bridges, Beaker, or related modules preferred).</li> <li>Additional certifications (ITIL, CompTIA, or other support-related credentials) are a plus.</li> </ul> Physical Demands <ul> <li>Ability to stand, walk, and sit for extended periods. </li> </ul> Work Environment  <ul> <li>Work is primarily performed in a remote office setting.</li> </ul>   #LI-REMOTE<div><div><div>Pay Transparency, Budgeted Range</div><div>$78,408—$104,544 USD</div></div></div><div>~ Science - Minded, Patient - Focused.  At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care. Experts in what matters most.  With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust. SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES. From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way: TECHNICAL EXPERTISE <ul> <li>High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.</li> <li>Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.</li> </ul> CLINICAL EXPERTISE <ul> <li>Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.</li> <li>Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.</li> <li>Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.</li> </ul> Learn more About Us <a href="https://www.genedx.com/about-us" target="_blank">here</a>. Our Culture At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, youre not just taking on a job—youre joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:   <ul> <li>Be bold in our vision &amp; brave in our execution. </li> <li>Communicate directly, with empathy. </li> <li>Do what we say were going to do.  </li> <li>Be adaptable to change.  </li> <li>Operate with a bias for action.    </li> </ul> Benefits include: <ul> <li>Paid Time Off (PTO)</li> <li>Health, Dental, Vision and Life insurance</li> <li>401k Retirement Savings Plan</li> <li>Employee Discounts</li> <li>Voluntary benefits</li> </ul> GeneDx is an Equal Opportunity Employer. All privacy policy information can be found <a href="https://www.genedx.com/privacy" target="_blank">here</a>.</div>