Location: Phoenix, AZ
Salary: $25.00 USD Hourly - $27.00 USD Hourly
Description: Clinical Service Desk Analyst I Scheduled Work Days: Tuesday, Wednesday, Thursday, Friday, Monday Work Location: Phoenix, AZ (Hybrid) Duration: 6 + Months Position Summary This position provides IT Clinical Application customer support expertise for EHR and other related clinical applications. The scope of this coverage includes both Acute and Ambulatory care settings. The incumbent answers, logs, and resolves customer issues and provides supplemental training via a centralized, remote call center structure.
In addition, incumbents provide clinical application support for various teams, work groups, committees, and project implementations. This position supports the organizational vision and direction for EHR applications, design, management, and related workflow.
The Clinical Service Desk Analyst I serves as a liaison between the facility or specialty area, onsite clinical application support staff, and the Information Technology team to communicate user needs and facilitate system modification to meet user needs.
Core Functions - Maintain up-to-date knowledge of Healthcare IT trends, computer hardware/software technology, nursing practices, regulatory standards, and organizational direction. Apply this knowledge in supporting users and process teams.
- Answer, resolve, document, and triage incoming calls, emails, and instant messages. Resolve escalated incidents, interact with customers and vendor support, document issues in tracking systems, and escalate issues as needed.
- Perform advocate functions to ensure technology solutions support patient care standards and outcomes. Resolve workflow and EHR conflicts while maintaining patient safety and confidentiality.
- Collaborate with IT Clinical Application, Education, and IT teams to identify, track, and resolve system, project, or application issues.
- Utilize online procedures, solutions, and knowledge databases. Assist with peer training, support projects and implementations, participate in post-implementation evaluation, escalate critical issues, and maintain communication with users.
- Support selected information applications or systems in a fast-paced, multi-tasked environment. Interact with internal and external customers across all levels. Participate effectively on cross-functional teams and act as a change agent across projects.
All functions are performed according to established policies, procedures, regulatory and accreditation requirements, and applicable professional standards while delivering excellent service.
Supervisory Responsibilities
Direct Reporting: None
Matrix or Indirect Reporting: None
Type of Supervisory Responsibilities: None
Physical Demands / Environment Factors - Typical office environment
- Extensive sitting with periodic standing and walking
- May lift up to 20 pounds
- Significant use of personal computer, phone, and office equipment
- Adequate visual acuity and ability to grasp and handle objects
- Ability to communicate effectively through reading, writing, and speaking
- May require off-site travel
Minimum Qualifications - Bachelor's degree in computer science or related business discipline and clinical licensure; or certification in a clinical healthcare setting; or at least 2 years of experience in a clinical environment and/or providing technical support for clinical applications
- Experience with electronic medical record systems, Picture Archiving and Communication Systems, or related applications
- Applicable certifications or licensure depending on responsibility area (RN/LPN, CPAS, PT/OT, RT, CHPA, CPP, ARM, RHIA, RHIT, CHFM, CCS, CPC)
- Proficiency with office applications and basic understanding of integrated clinical systems
- Strong interpersonal, critical thinking, analytical, and problem-solving skills
- Ability to prioritize, communicate clearly, promote change, and work under deadlines
- Experience in multidisciplinary healthcare environments
- Proficiency with word processing, spreadsheet, and office software
Preferred Qualifications - Applicable certifications or licensures depending on assigned responsibility area (PT/OT, RT, CHPA, CPP, ARM, RHIA, RHIT, CHFM, CCS, CPC)
Key Skills - Clinical IT application support
- EHR systems support
- Healthcare IT service desk operations
- Incident tracking and issue resolution
- Clinical workflow analysis
- Customer support in healthcare environments
- Integrated clinical systems knowledge
- Communication and stakeholder coordination
- Healthcare regulatory and compliance awareness
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