From December 2022 to November 2024 I worked as a Clinical Systems Analyst I at Massachusetts General Hospital in Boston — the first line of support for the EPIC electronic medical record, administrator of the hospital's Vocera voice communication system, and a trainer for the clinicians and analysts who depended on both. The work below is real; one piece is a design study, and it's labeled as one.
First line of support for the EPIC EMR application — helping clinicians capture data correctly, triaging the ServiceNow queue, escalating setup issues, and building regulatory reports and data summaries through EPIC and SQL.
Administrator for the hospital's Vocera voice communication system: user accounts, devices and supplies, connectivity troubleshooting, wireless access point work with network engineering, and off-site location rollouts.
Training was the multiplier on everything else: 50+ anesthesiologists trained on hospital systems, new systems analysts and clinical engineers onboarded, and tip sheets that turned common issues into self-serve answers.
A design study — a concept I built from frontline support experience, not a delivered or hospital-approved program. A reusable go-live playbook: readiness checklist, floor-support rotations, issue triage board, tip-sheet library, and clear escalation paths.
Frontline clinical support teaches you to start from the user's chair: a clinician mid-rounds doesn't need a ticket number, they need the data captured right and the workflow moving again. I fix the immediate issue, teach the person in front of me, and then write it down — a tip sheet, a report, a cleaner escalation — so the same problem costs less the next time it shows up.