Location: Phoenix, AZ
Salary: Negotiable
Description: Our client is currently seeking a Clinical Service Desk Analyst I
Position Summary This position provides IT Clinical Application customer support for EHR and related clinical applications across Acute and Ambulatory care environments. Responsibilities include answering, logging, and resolving issues, providing supplemental training via a centralized call center, and supporting clinical application teams, committees, and project implementations.
The role serves as a liaison between clinical end users, onsite support staff, and IT teams to translate user needs and support system modifications.
Core Functions 1. Healthcare IT & Clinical Knowledge - Maintain up-to-date knowledge of healthcare IT trends, hardware/software advancements, nursing practices, regulatory standards, and organizational direction.
- Apply this knowledge in supporting users and process teams.
2. Customer Support & Issue Resolution - Answer, resolve, document, and triage incoming calls, emails, and messages to the Service Desk queue.
- Receive and resolve escalated incidents.
- Collaborate with customers, departments, and vendor support for first-call resolution.
- Document all interactions and escalate issues as needed.
3. Advocacy & Workflow Resolution - Perform advocate functions ensuring technology supports patient care standards.
- Resolve conflicts between workflows and EHR systems.
- Maintain patient safety and confidentiality.
4. Collaboration & Issue Resolution - Work closely with IT Clinical Applications, Education, and other IT groups to identify, investigate, track, and resolve system issues.
- Ensure timely and high-quality solutions.
5. Knowledgebase & Project Support - Use online procedures, solutions, and knowledge databases.
- Assist in peer training and act as a resource for others.
- Support implementations and post-implementation evaluations.
- Escalate critical issues immediately to leadership and maintain consistent communication with users.
6. System Responsibility & Cross-functional Interaction - Responsible for selected clinical applications or systems.
- Work in a fast-paced, multi-tasking environment with shifting priorities.
- Interact with all organizational levels including management, IT staff, providers, clinical teams, and vendors.
- Participate effectively in teams and work collaboratively with IT, Nursing, Laboratory, Physicians, Project Managers, and Leadership.
- Meet timelines and milestone dates; act as a change agent.
Standards & Compliance - Perform all functions per established policies, regulatory/accreditation requirements, and professional standards.
- Provide excellent service experience aligned with Client behavior standards.
Supervisory Responsibilities - Direct Reports: None
- Indirect Reports: None
- Supervisory Duties: None
Physical Demands / Environment - Typical office environment.
- Extensive sitting with periods of standing and walking.
- May lift up to 20 lbs.
- Significant use of PC, phone, and office equipment.
- Must have adequate vision, manual dexterity, and communication abilities.
- May require off-site travel.
Minimum Qualifications - Bachelor's degree in computer science or related field OR
Clinical license/certification OR
At least 2 years in a clinical environment and/or providing technical support for clinical applications. - Healthcare-related certifications or experience with EHR systems such as Cerner, PACS, or related applications.
- May require role-specific certifications (e.g., RN/LPN, CPAS, PT/OT, RT, CHPA, CPP, ARM, RHIA, RHIT, CHFM, CCS, CPC).
- Proficiency in system office applications.
- Basic understanding of integrated clinical systems.
- Strong interpersonal and critical thinking skills; ability to prioritize in fast-paced environments.
- Ability to communicate clearly (written/verbal) with diverse audiences.
- Ability to promote change, coordinate activities, work under deadlines, and use analytical problem-solving skills.
- Familiarity with clinical care processes and healthcare IT.
- Proficiency with PCs, word processing, spreadsheets, and office software.
- Experience working in a multidisciplinary healthcare environment.
- Ability to work independently and collaboratively.
Preferred Qualifications - Additional certifications or licensures related to assigned responsibilities (PT/OT, RT, CHPA, CPP, ARM, RHIA, RHIT, CHFM, CCS, CPC).
- Additional relevant education and/or experience.
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