Steadily declining work environment
Pros
Remote and work from home environment
Cons
New push from management to constantly create time sheets for everything from starting your day and logging in, to reading emails and reviewing teams messages. The focus has drastically shifted from great customer support to our clients to the need to maintain high metrics so staff are spread thin trying to support 10-15 healthcare systems daily. There is no Epic education or maintaining Epic knowledge initiatives or even a good way to gauge the agents Epic knowledge. What we have is a team of former Epic go live support contractors with little experience, who have access to multiple Epic clients production environment providing outdated and in many cases inaccurate advice to Physicians and Clinicians in Epic - and in some cases uncertified agents doing Epic build.
