Every healthcare hero has a story, and not all of them wear scrubs or work at the bedside.
In this installment of our Healthcare Affirmations series, we’re spotlighting Caroline, a Senior Epic Analyst at a large healthcare system on the East Coast, whose work bridges the crucial gap between technology and patient care.
The Heart Behind the Hardware
Caroline’s official title may sound technical, but her “why” is deeply human.
“I like problem-solving,” she says. “But knowing that what I’m doing contributes to patient care, helping our users take better care of patients, is the most rewarding part of my job.”
A typical day for Caroline involves supporting end users, troubleshooting workflow issues, and finding creative solutions within Epic. As part of the optimization team, she focuses on improving larger projects while maintaining the systems that keep hospitals running smoothly. “My entire day revolves around Epic,” she says. “But really, it revolves around people.”
Bridging Two Worlds
The biggest challenge in her role, Caroline explains, is helping others understand where technology ends and human connection begins.
“The biggest pain point is bridging the gap between the technology and the people,” she says. “A lot of people think problems are always solved by technology, and that’s just not the case.”
She wishes more people knew how much Epic analysts care about patients.
“There’s this misconception that IT doesn’t care about patient safety because we’re not at the bedside,” she explains. “But every Epic analyst I know is in it because they do care. We want to help the people taking care of patients do their jobs well, and we want to make sure patients are in a safe environment.”
Collaboration Over Frustration
Caroline emphasizes that strong collaboration between IT and clinical teams is essential. While she’s grateful that her healthcare system values collaboration, she knows it’s not always easy.
“If it becomes adversarial, it’s usually because people don’t understand what we’re trying to do,” she says. “At the end of the day, we’re all working toward the same goal: what’s best for the patient.”
That sense of shared purpose extends to her work with third-party vendors. For Caroline, the best partners are those who stay present long after go-live.
“Ongoing support is everything,” she says. “When vendors disappear after implementation, it leaves us stuck between end users and a system we can’t see into. The best vendors understand that partnership doesn’t end when the project does.”
Innovation in Action
Caroline’s creativity and commitment have earned her recognition beyond her healthcare organization. She’s presented at Epic’s annual XGM conference twice, sharing innovative workflows her team developed, solutions now helping other health systems nationwide.
One project focused on Care Everywhere Referrals, a configuration that allows Epic systems to securely share referrals without relying on faxing. Another, Open Access Colonoscopy, streamlined the process for eligible patients to schedule colonoscopies without an initial office visit, saving both time and cost while improving access to preventive care.
“Knowing that something I helped create is improving care not just at my healthcare system, but at other organizations too; that’s really meaningful,” Caroline says.
Beyond the Screen
Outside of work, Caroline’s life is filled with creativity and connection. She loves baking, spending time with her young daughter and newborn twins, and even writing a book in her spare moments. “Sometimes,” she laughs, “but yes, I’m writing.”
Affirmation:
“Even behind the screen, I’m caring for patients. Every workflow, every fix, every decision I make keeps someone safe.”
Closing Reflection
At Rpharmy, we believe that every role in healthcare contributes to patient safety, whether it’s at the bedside, in the pharmacy, or behind a computer screen.
Caroline reminds us that compassion isn’t confined to clinical settings; it’s woven into every system and solution that keeps patients safe.
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