HCS Clinical Support Specialist - ISD Service Desk

Depends on Experience

Full Time

    Job Description

    Job Description


    Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

    Provides technical support for end users of the electronic medical record (EMR) system. Ensures timely follow-up and resolution of support calls and tickets. Facilitates problem resolution through communication with IT experts responsible for systems as well as evaluating application performance and proper flow of data to attain the required outcome. Utilizes excellent communication skills to provide service excellence to all customers, clinicians and physicians.

    1. Assists with creation of end-user educational documentation, publications and training materials as needed. Conducts training to communicate system updates and upgrade functionalities for EMR and other systems as appropriate.
    2. Builds relationships and establishes credibility interacting with end users during times of system frustration and reassuring them of timely resolution. Provides on-going support to foster positive outcomes. Works closely with Information Technology staff to assist with testing of new system functionality and system modifications. Collaborates with counterparts to understand client needs in order to improve and maintain customer relationships.
    3. Facilitates basic troubleshooting and connectivity issues from incoming customer calls. Tracks and maintains the database of problem calls and requests and follows-up on resolution in a timely manner. Responds to end-user inquiries and ensures they are informed of the status and progress of problem resolution. Escalates complex incidents to a higher level as required.
    4. Maintains a current level of familiarity with EMR software and various system applications to include system upgrades, updates, processes and principles utilized with EMR functionality. Provides a degree of quality control resulting in delivering safe patient care. Participates in educational opportunities to keep current with EMR and professional development.
    5. Provides assistance and support for the electronic medical record (EMR) system to all end-users. Supports clinical areas to assess systematic needs and provides system support by understanding their goals and challenges and provides timely solutions and recommendations.

    Other Information

    Other information:
    Education Requirements:
    • Associate's degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience).
    Licensure/Certification Requirements:
    • No licensure or certification required.
    Professional Experience Requirements:
    • If an Associate's degree: Four (4) years of experience, including two (2) years of Clinical or IT experience and two (2) years of experience using an electronic medical records (EMR) system with demonstrated proficiency.
    • If a High School diploma or GED: Eight (8) years of experience, including two (2) years of Clinical or IT experience and two (2) years of experience using an electronic medical records (EMR) system with demonstrated proficiency.
    Knowledge/Skills/and Abilities Requirements:
    • Excellent analytical and communication skills Ability to work well in a team environment Demonstrated ability to successfully manage multiple tasks simultaneously Highly responsive to internal customers

    Job Details

    Legal Employer: NCHEALTH

    Entity: Shared Services

    Organization Unit: ISD Service Desk

    Work Type: Full Time

    Standard Hours Per Week: 40.00

    Work Schedule: Day Job

    Location of Job: US:NC:Morrisville

    Exempt From Overtime: Exempt: No

    This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

    Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.