Job Description & How to Apply Below
Respond to client inquiries concerning clinical systems operation and diagnose system hardware, software, and user issues.
Provide second-level technical support for issues related to clinical applications.
Investigate and resolve issues related to the EHR/EMR and other clinical applications.
Navigate clinical application users through system functionalities and workflows.
Administration of EHR/EMR and clinical application users including user account management and maintenance.
Investigate and resolve interface problems with other systems including practice management systems, labs, or other diagnostic systems.
Assist in the implementation of the EHR/EMR system downtime procedures, configuration, and maintenance.
Instruct and educate users in the use of equipment, software, and manuals as related to EHR/EMR and other clinical applications.
Coordinate EHR/EMR activities with the service desk, network services, or other information systems groups.
Assist in the preparation and distribution of regular reports for various clinical applications.
Follows all policies and procedures related to security when handling confidential PHI.
Use the Incident Management System to document and manage incidents and work requests.
Follow approved escalation procedures and communicate with escalation parties.
Identify, evaluate, and prioritize customer problems and complaints.
Participate in knowledge documentation creation and update.
Participate in on-going training and professional development activities.
Manage the requestor’s expectations until the request is satisfied.
Work on additional tasks and departmental projects as assigned.
Demonstrate exemplary courtesy, respect, professionalism, communication skills, and teamwork.
Maintain effective oral and written communication skills and a customer-focused attitude (e.g., correct, polite, helpful, and understanding).
Following processes and procedures according to the work standards.
Adaptability towards fast pace working environment.
Ethics and Teamwork.
Time Management and Prioritization.
Technical skills and knowledge including but not limited to Microsoft Office, Internet applications, Windows Operating Systems.
Knowledge in clinical solutions and clinical workflows is an advantage.
Quality driven and attention to detail.
Decision making and problem-solving skills.
Works well with limited oversight.
Required Experience / Education:
A minimum of 2 years of customer support experience is a must.
Previous experience with Clinical Application systems is preferred.
Experience supporting applications in an integrated environment will be a plus.
Knowledge of EHR/EMR systems will be considered a strong advantage.
High school degree is a must.
BA or higher degree in Life science/ Healthcare/ Technical field or work experience equivalent is a plus.
ITIL knowledge on Service Desk, Incident, Problem, and Change Management is preferred.
Position RequirementsLess than 1 Year work experience
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