Pacs Admin III

Department/Unit: AMHS
- Albany Med Clinical EHR

Work Shift:

Day (United States of America)

Salary Range: $84,783.00 - $

The PACS Administrator provides onsite and remote support for all PACS-like systems. The PACS Administrator will take ownership of all PACS related issues regardless of escalation path and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The PACS Administrator escalates and notifies Albany Med employees and management appropriately according to documented standard operating procedures. The PACS Administrator is responsible for an exemplary customer service experience for all Albany Med PACS users.

The PACS Administrator acts as a liaison between the customer and Information Technology (IT) to resolve any issue that is reported. The PACS Administrator will fulfill any project-based or new request for services that are assigned to them within agreed upon timelines.

The PACS Administrator
- Level III will have moderate onsite field support experience or the corresponding knowledge/skillsets required for the role. The individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues. The individual will receive moderate to little supervision and will have moderate latitude in decision making on resolving issue. The individual is expected to elevate issues that fall outside of their training and documentation for disposition by senior peers or management.

The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Typical responsibilities include:

• Respond to issues reported by customers and resolve themselves or engage/escalate issues to point of resolution escalating when needed to senior peers
• Provide troubleshooting support, configuration, and calibration of radiologist work stations, radiology technician workstations, and diagnostic monitors
• Install computers, printers and other related equipment and software to support enterprise PACS needs
• Excel at providing customer service in all verbal and written interactions with users
• Work as part of a team to meet goals set forth by Information Technology management
• Meet or exceed documented and communicated statistical metrics that drive overall departmental performance
• Take ownership of issue and incident resolution ensuring issues are looked at for possible global issues and not just local or isolated
• Provide all support actions that assist in the betterment of the end user experience

Supervision

• This position provides direction for PACS Administrator
  - Levels I and II and provides direction to IT and non-IT staff for PACS related projects and work

Contact with others

• Direct contact with end users, IT and non-IT staff support staff and management, and vendors
• Ad hoc exposure to Albany Med IT executives

• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology and PACS administrative duties
• Ensure closure of customer reported issues by confirmation with said customer of their satisfaction
• Provide best effort support for non-standard applications and hardware
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
• Provide documentation, policy and procedure standards for the PACS computing environment
• Identify and evaluate information technology tools for potential implementation
• Act as a liaison between the customers and Information Technology to resolve any issue with the end user experience
• Provide system administrator level support for other non PACS clinical and support applications as necessary
• Provide on-call, extended weekday and weekend support for on-site and off-site locations, as warranted by critical business requirements
• Maintain confidentiality by using and communicating information only as needed…