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

Position: Clinical Service Desk Analyst I

Primary City/State:

Mesa, Arizona

Department Name:

Banner Staffing Services-AZ

Work Shift:

Day

Job Category:

Information Technology

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 whichpromotes 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.

5. 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 information systems.

This position has responsibility for selected information applications or systems. Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities to the urgency of the issue and or application. This position must interact with and support all levels of customers both internal and external throughout the system or specialty area. Customers can be defined as but, not limited to:
All levels of management, IT staff, medical providers, other healthcare team members, and vendors. A key component of this job is to be able to participate on teams effectively; work in partnership with numerous departments, e.g. IT, Nursing, Laboratory, Project Managers, Physicians, leadership and staff to meet published timelines and milestone dates in conjunction with other team members. Must be a change agent throughout the scope of all projects.

MINIMUM

QUALIFICATIONS

Incumbents must possess knowledge and experience equivalent to completion of…