Clinical Service Desk Analyst Job Mesa area,Arizona USA,IT/Tech

Primary City/State:
Mesa, Arizona Department Name:
Banner Staffing Services-AZ

Work Shift:

Night Job Category:
Information Technology

Registry/Per Diem positions do not have guaranteed hours and no medical benefits package is offered. Registry/Per Diem positions require a minimum of 2 shifts a month commitment. Completion of post-offer Occupational Health physical assessment, drug screen and background check (includes; employment, criminal and education) is required. Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health.

Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life. Banner Staffing Services 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

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 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.

CORE FUNCTIONS

Maintains up-to‑date knowledge of trends and advances in the field of Healthcare IT, as well as new developments in computer hardware and software technology. Maintains up-to‑date knowledge of nursing practices, regulatory standards, and organizational direction. Utilizes this knowledge in supporting users and process teams.

Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Clinical Service Desk queue in a timely fashion. Receives and resolves escalated incidents from other work groups. Interacts with the customer, department and vendor support to facilitate first call problem resolution. Documents interactions with customers using problem tracking systems. Escalates user issues as needed by contacting the appropriate area.

Updates the problem tracking system as necessary.

Performs Advocate functions to ensure technology solutions support patient care standards and outcomes. Resolves conflicts between workflows and the electronic health record. Uses existing technology in a manner which promotes maintenance of patient safety and confidentiality.

Collaborates closely with other IT Clinical Application, Education, and IT teams to identify, investigate, track, and resolve project, system or application issues ensuring the solution is timely and of acceptable quality.

Utilizes on‑line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members. Provides support for various projects and implementations and participates in post implementation change evaluation. Performs communicator functions. Immediately escalates critical issues to leadership. Maintains a line of communication to all users of clinical…