Clinical Service Desk Analyst I

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 Banner Health's 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.

Responsibilities

Provides IT Clinical Application customer support for EHR and related clinical applications across Acute and Ambulatory care settings; Answers, logs, resolves, documents and triages calls, e-mails and Instant Messages to the Clinical Service Desk queue; Receives and resolves escalated incidents from other work groups; Interacts with customers, departments and vendor support to facilitate first call problem resolution; Escalates user issues and immediately escalates critical issues to leadership; Performs Advocate functions to ensure technology solutions support patient care standards and outcomes; Resolves conflicts between workflows and the electronic health record while maintaining patient safety and confidentiality; Collaborates with IT Clinical Application, Education, and IT teams to identify, track and resolve project, system or application issues; Utilizes online procedures, solutions and knowledge databases; Assists with training of peers and acts as a resource for staff; Supports projects, implementations and post-implementation change evaluation; Maintains a line of communication to all users of clinical information systems; Serves as liaison between facility or specialty area, onsite clinical application support staff, and the IT team; Maintains up-to-date knowledge of Healthcare IT trends, nursing practices and regulatory standards

Requirements

Bachelor's degree in computer science or related business discipline and a 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 electronic medical record systems or Cerner, Picture Archiving and Computer System (PACS) and/or related applications; Depending upon assigned area of responsibility, applicable certifications and/or licensures (e.g., RN/LPN, Certified PACS Associate (CPAS), PT/OT, RT, CHPA, CPP, ARM, RHIA, RHIT, CHFM, CCS, CPC); Proficient in system office applications; Basic understanding of integrated clinical systems; Highly developed interpersonal and critical thinking skills with the ability to prioritize needs rapidly; Ability to convey messages and thoughts clearly to a diverse audience, verbally and in writing; Ability to promote change among large groups of workers; Ability to coordinate information and activities, work under stress of deadlines and frequent interruptions, and use analytical problem-solving skills; Maintenance of and familiarity with clinical care processes and information technology; Effective written/verbal communication, presentation, and facilitation skills; Experience in a multidisciplinary health care environment; Demonstrated ability to work independently and as a team contributor; Proficient on personal computers with intermediate knowledge of word processing, spreadsheet and other applicable office software

Nice to have

Certifications or licensures depending on assigned area of responsibility, including 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); Additional related education and/or experience

Benefits

Competitive wages (10% above peers with the same experience); Paid orientation; Flexible schedules (select positions); Fewer shifts cancelled; Weekly pay; 403(b) pre-tax retirement; Employee Assistance Program; Employee wellness program; Discount entertainment tickets; Restaurant/shopping discounts; Auto Purchase Plan