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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
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.

MINIMUM QUALIFICATIONS

Incumbents must possess knowledge and experience equivalent to completion of a bachelor’s degree in computer science or related business discipline and have a license for a clinical position in a practicing state; or certification in a clinical healthcare setting; or at least 2 years working in a clinical environment and/or providing technical support for clinical applications.

Healthcare related certifications or experience in the electronic medical record systems or Cerner, Picture Archiving and Computer System and/or related applications. Depending upon assigned area of responsibility, position requires applicable certifications and/or licensures, including but not limited to: RN/LPN; Certified PACS Associate (CPAS); PT/OT; RT; Certified Healthcare Protection Administrator (CHPA); Certified Protection Professional (CPP); Associate in Risk Management (ARM); Registered Health Information Administrator (RHIA); Registered Health Information Technologist (RHIT); Certified Healthcare Facility Manager (CHFM); Certified Coding Specialist (CCS); Certified Professional Coder (CPC).

Must be proficient in the use of system office applications. Must possess a basic understanding of integrated clinical systems. Must have highly developed interpersonal and critical thinking skills with the ability to prioritize needs rapidly. This position requires the ability to convey messages and thoughts clearly to a diverse audience, using both verbal and written mediums. Requires the ability to promote change among large groups of workers. Requires the ability to coordinate information and activities, work under stress of deadlines and frequent interruptions, and to possess analytical problem-solving skills. Requires the maintenance of and familiarity with clinical care processes and information technology.

Must possess effective written/verbal communication, presentation, and facilitation skills. Must have experience in a multidisciplinary health care environment. Demonstrated ability to work independently and a team contributor. Must be proficient on personal computers and have intermediate knowledge of word processing, spreadsheet and other applicable office software.

PREFERRED QUALIFICATIONS

Depending upon assigned area of responsibility, position requires applicable certifications and/or licensures, including but not limited to: PT/OT; RT; Certified Healthcare Protection Administrator (CHPA); Certified Protection Professional (CPP); Associate in Risk Management (ARM); Registered Health Information Administrator (RHIA); Registered Health Information Technologist (RHIT); Certified Healthcare Facility Manager (CHFM); Certified Coding Specialist (CCS); Certified Professional Coder (CPC)

Additional related education and/or experience preferred.

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