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Advocate Aurora Health · 5 hours ago

IT Clinical Service Support Analyst Associate

United States

Full-time

Remote

Entry Level

$26.10/hr - $39.15/hr

1+ years exp

Advocate Aurora Health is the third-largest nonprofit, integrated health system in the United States, and they are seeking an IT Clinical Service Support Analyst Associate. The role involves providing troubleshooting, education, and resolution of hardware and software issues for healthcare providers and Epic users in a fast-paced Service Desk environment.

Health Care

H1B Sponsor Likely

Responsibilities

While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users

Demonstrates basic written and oral communication skills, including good listening and verbal skills

Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI)

Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support

Completes required training outlined by the department with a specific focus on maintaining patient safety

Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed

Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace

Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality

Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs

Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team

Qualification

Epic certificationClinical workflowsCustomer service skillsTechnical aptitudeBasic networking knowledgeAnalytical skillsMedical terminologyCall tracking systemsService deliveryOperating SystemsDesktop applicationsActive DirectoryProblem-solvingInterpersonal skills

Required

High School Diploma or GED is required

Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department

One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required

Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively

Strong interpersonal and customer service skills

Basic understanding of call centers and call tracking systems

Strong technical aptitude with the ability to learn quickly and support software applications

Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology

Ability to manage multiple priorities in a dynamic work environment

Analytical and problem-solving

Basic knowledge of medical terminology

Ability to travel to system locations to provide Service Desk application support

Ability to maintain confidentiality and work as a team

Must be able to sit for extended periods of time

Must be able to perform fine hand manipulation when using a keyboard and mouse

Must be able to wear an over the ear headset for extended periods of time

Position may require travel which may result in exposure to road and weather hazards

Exposed to a normal office environment

Operates all equipment necessary to perform the job

Essential/Critical requirements for emergency event staffing

Preferred

A four-year degree in computer science, business administration, biomedical technology, or a related field is preferred

Epic certification in at least one module is preferred

Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred

Formal training in a variety of information systems technologies is preferred:

Desktop applications (MS Office, O365, Edge, Chrome)

Knowledge of Active Directory environment (users, printers, computers, groups)

Operating Systems (Windows OS, macOS, iOS, Android OS)

Basic networking knowledge including wireless connections

Epic EHR

Clinical Workflows

Service Delivery

Benefits

Paid Time Off programs

Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

Flexible Spending Accounts for eligible health care and dependent care expenses

Family benefits such as adoption assistance and paid parental leave

Defined contribution retirement plans with employer match and other financial wellness programs

Educational Assistance Program

Company

Advocate Aurora Health

Glassdoor3.7

Advocate Aurora Health is a Healthcare

Founded in 2018

Milwaukee, Wisconsin, USA

10001+ employees

https://www.advocateaurorahealth.org/

H1B Sponsorship

Advocate Aurora Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)