Clinical Service Desk Analyst

Position: Clinical Service Desk Analyst I
Job#: 3020605

Job Description:

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

1. 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.

2. 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.

3. 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.

4. 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.

6. 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.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

NOTE:

The core functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager.

SUPERVISORY RESPONSIBILITIES

DIRECTLY REPORTING

None

MATRIX OR INDIRECT REPORTING

None

TYPE OF

SUPERVISORY RESPONSIBILITIES

None

Banner Health Leadership will strive to uphold the mission, values, and purpose of the organization. They will serve as role models and act in a people-centered, service excellence-focused, and results-oriented manner.

PHYSICAL DEMANDS/ENVIRONMENT FACTORS

OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager)

Requires extensive sitting with periodic standing and walking.

May be required to lift to 20 pounds.

Requires significant use of personal computer, phone and general office equipment.

Needs adequate visual acuity, ability to grasp and handle objects.

Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.

May require off-site…