The hiring process, based on my perspective, made me have expectations that weren't reality. They kept the description and processes of the job vague, leaving to my imagination of what I was going to do daily. The recruiter told me I would have first grabs for Healthy Planet, when I interviewed in September. But I ended up on Ambulatory, where other people who interviewed after me got Healthy Planet. I think the biggest misleading moment was when Epic suggested I could do work relating to my major. There was some development you could do, but that is about it. I think you should be more clear what the job description is. There are plenty of people who would be attracted to this job, even if you did not try to gloss over the details.
Ambulatory is such a huge app, that any TS assigned here is going to own so much that it won't be sustainable. I would strongly consider hiring more TS into this app, and to other apps in general. Even if this means lowering wages, that way TS would can focus their energies towards customers more productively, and have a better work life balance.
Training could be more robust in customer service. Perhaps Epic could make it a requirement to complete the customer section of TS Skills (ITaP, Escalations, etc.) before you're assigned a customer. That way new hires could have a sense of what customer work would look like. I came in having no idea how what customer work was, which made me already disadvantageous in this situation. Another option would be to have a "mock customer" where you can practice going through issues for a week, although this would require time and effort. Throwing new hires to all these complex issues with no foundation is only a path to failure. The fact I am advising analysts, who definitely know more than me also seems alarming.
There is a high turnover for short tenured people, especially among IS. I know several people in IS who cry about being overworked, working day and night in airports/hotel, just to go to back to the office and do it again. I can only imagine that other roles such as, TS, RD, etc. are also overworked and are unhappy. I think Epic likes to emphasize that we're "smart" and that we have a lower admission rate than Harvard. And you keep pushing the Flint water crisis with every chance you get. It is incredibly patronizing and facilitates a "I'm better" attitude. The staff meetings just seems like propaganda to me at this point. Please acknowledge that there are problems that Epic needs to fix.
I'm no computer scientist, but I can recognize that the code is super inefficient and difficult to interpret at times. That isn't always RD's fault. What can be done very easily in modern languages are almost impossible to do using M. I don't understand why Epic continues to use outdated programming languages other than for convenience. Code that's "good enough" shouldn't cut it, especially since we're responsible for patients' lives. Seems like there is an Escalation every month. I really hope when Epic moves to web, things like this will only be in the past.
Also what is the deal with work from home? Personally I would rather work at an office, but limiting flexibility seems like helicopter parenting.
It is okay to advertise. Stop lying that Epic doesn't. You can see ads at airports. The local radio here says they are sponsored by Epic.
The straw that broke the camel's back is this whole Coronavirus debacle. Epic still let IS travel to hot zones and force them to come back, without changing and policy to combat it effectively. Every major company change their work from policy. Except Epic. Why? Because they don't care. They just want to make money.
There is a reason why people leave Epic early in their careers. If you want to have more long term employees, please take any feedback more seriously.
