Clin Optimization Tech ! IT Clinical Optimization Glendale Note Re

Department & Location

Department: PCH‑NW | IT Clinical Optimization

Location:

Glendale

Shift: Mon‑Fri, Evenings, 2pm‑10:30pm

Category:
Information Technology

Posting #: 1001134

Employee Type:
Full‑Time

Posting

Note:

This is a 5‑day onsite position at the Arrowhead campus. The hours are 2pm‑10:30pm.

The IT Clinical Optimization Technician plays a crucial role in ensuring the smooth operation of clinical IT systems. This position involves troubleshooting technical issues, escalating problems to higher‑level support when necessary, and maintaining clear and effective communication with users throughout the resolution process. The technician is also responsible for building and nurturing positive relationships with users, ensuring their needs are met with professionalism and efficiency.

The role will achieve this by proactively rounding within departments, providing hands‑on elbow support, attending orientations to assist with new hire setups, and by remaining visibly engaged with our customers to address any concerns promptly.

• Customer Service: Builds rapport quickly, cultivates relationships, and relates to a diverse group of individuals; communicates cross‑functionally with other departments and documents findings; develops and maintains an understanding of support and IT processes; actively seeks new improvement opportunities; guides clients through process, analyzes needs, and presents solutions; understands assigned applications; troubleshoots reported hardware and software issues; escalates issues to other teams as needed.
• Consistently Self‑Directed: Confirms understanding of customer needs and personal responsibilities; communicates progress of assigned tasks in an effective and timely manner; accurately evaluates the need for escalation and responds appropriately; identifies needs and participates in process improvement initiatives (e.g., rounding, elbow support, shadowing, etc.); takes direction, works well individually and within a team; identifies needs, constraints, priorities of assigned work and organizes time efficiently to deliver on commitments.
• Updating and Maintaining Documentation: Participates in creating and updating documentation for training, process improvements, and knowledge base articles; responsible for creating and updating IT Service tickets; works in coordination with team and leadership to identify areas that may require training and documentation; participates in scheduled training and shows initiative in expanding knowledge of processes.
• Collaborative Communication Style: Oral and written communication is clear and concise; interacts with customers in a courteous and professional manner; maintains a pleasant and caring attitude; represents IT positively to other parts of the organization; is open to new ideas; works well in a team environment, able to collaborate not only within one’s own team, but also with other teams in IT;
  
  is self‑aware and uses active listening skills.
• Miscellaneous Duties: Performs miscellaneous job related duties as requested.

• High school diploma or equivalent.
  Required
• Associate’s degree in a healthcare, technology, or closely related field or equivalent/substitutable experience (e.g., 2 years operating in a full‑time clinical technology capacity).
  Required

• Two (2) years of Customer Service experience.
  Required
• One (1) year experience working with an Electronic Medical Record (EMR) system.
  Required
• One (1) year of experience working in a healthcare setting.
  Required

• Able to work nights and/or weekends as needed.
  Required
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  Required
• Effective communication and problem‑solving skills. Self‑driven and able to work autonomously when needed. Demonstrates timeliness and able to meet deadlines and stay organized.
  Required
• Comfortable training or presenting content in meetings with moderate to large audiences.
  Required
• Ability to translate clinical and operational business requests into technical requirements for the use by technical staff.
  Preferred