Confidential · 9 hours ago
Clinical Service Desk Analyst
United States
Full-time
Remote
Entry Level
$25/hr - $29/hr
2+ years expConfidential is seeking a Clinical Service Desk Analyst to provide IT Clinical Application customer support expertise for EHR and related clinical applications. The role involves answering, logging, and resolving customer issues while supporting various teams and project implementations in both Acute and Ambulatory care settings.
Staffing & Recruiting
Hiring Manager
Brandon Merrill
Responsibilities
Maintains up-to-date knowledge of trends and advances in the field of Healthcare IT, as well as new developments in computer hardware and software technology
Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Clinical Service Desk queue in a timely fashion
Receives and resolves escalated incidents from other work groups
Interacts with the customer, department and vendor support to facilitate first call problem resolution
Documents interactions with customers using problem tracking systems
Escalates user issues as needed by contacting the appropriate area
Updates the problem tracking system as necessary
Performs Advocate functions to ensure technology solutions support patient care standards and outcomes
Resolves conflicts between workflows and the electronic health record
Uses existing technology in a manner which promotes maintenance of patient safety and confidentiality
Collaborates closely with other IT Clinical Application, Education, and IT teams to identify, investigate, track, and resolve project, system or application issues ensuring the solution is timely and of acceptable quality
Utilizes on-line procedures, solutions, and knowledge databases
Assists with training of peers and acts as a resource for other staff members
Provides support for various projects and implementations and participates in post implementation change evaluation
Performs communicator functions
Immediately escalates critical issues to leadership
Maintains a line of communication to all users of clinical information systems
This position has responsibility for selected information applications or systems
Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities to the urgency of the issue and or application
This position must interact with and support all levels of customers both internal and external throughout the system or specialty area
Customers can be defined as but, not limited to: All levels of management, IT staff, medical providers, other healthcare team members, and vendors
A key component of this job is to be able to participate on teams effectively; work in partnership with numerous departments, e.g. IT, Nursing, Laboratory, Project Managers, Physicians, leadership and staff to meet published timelines and milestone dates in conjunction with other team members
Must be a change agent throughout the scope of all projects
Qualification
Required
Knowledge and experience equivalent to completion of a bachelor's degree in computer science or related business discipline
License for a clinical position in a practicing state; or certification in a clinical healthcare setting; or at least 2 years working in a clinical environment and/or providing technical support for clinical applications
Healthcare related certifications or experience in the electronic medical record systems or Cerner, Picture Archiving and Computer System and/or related applications
Applicable certifications and/or licensures, including but not limited to: RN/LPN; Certified PACS Associate (CPAS); PT/OT; RT; Certified Healthcare Protection Administrator (CHPA); Certified Protection Professional (CPP); Associate in Risk Management (ARM); Registered Health Information Administrator (RHIA); Registered Health Information Technologist (RHIT); Certified Healthcare Facility Manager (CHFM); Certified Coding Specialist (CCS); Certified Professional Coder (CPC)
Proficient in the use of system office applications
Basic understanding of integrated clinical systems
Company
Confidential
Centralizing All Types Of Next Opportunities For You In One Place.
Vancouver, US
2-10 employeesFunding
Current Stage
Early StageCompany data provided by crunchbase