Clin Optimization Tech

Phoenix Children's Hospital, Inc.; Gilbert (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

Phoenix Children's Hospital, Inc. is seeking an IT Clinical Optimization Technician in Gilbert to support clinical IT systems and provide hands-on elbow support. You will build user relationships, troubleshoot issues, and navigate IT processes while ensuring professional communication and responsiveness.

The role involves rounding within departments, attending orientations for new hires, and collaborating with IT teams to improve processes. Evening and night shift coverage may apply.

Qualifications

• High school diploma or equivalent required.
• Associates degree or equivalent experience preferred.
• Two years of customer service experience required.

Responsibilities

• Troubleshoot hardware and software issues and document findings.
• Escalate issues to higher-level support when needed.
• Build rapport with users, rounding within departments to address concerns.
• Update IT service tickets and maintain knowledge base articles.
• Communicate clearly and professionally with diverse users.

Skills

Customer Service

Communication

Problem-solving

Autonomy

Time management

Education

High school diploma or equivalent

Associates degree in a healthcare, technology, or closely related field

Tools

Microsoft Office Suite

EMR systems

Job description

Department: PCH-EV JV | IT Clinical Optimization

Location: Gilbert

Shift: Mon-Fri, Evenings, Nights, 2pm-10pm

Category: Information Technology

Posting #: 1068783

Employee Type: Full-Time

Position Summary

The IT Clinical Optimization Technician plays a crucial role in ensuring the smooth operation of clinical IT systems. This position involves troubleshooting technical issues, escalating problems to higher-level support when necessary, and maintaining clear and effective communication with users throughout the resolution process. The technician is also responsible for building and nurturing positive relationships with users, ensuring their needs are met with professionalism and efficiency. The role will achieve this by proactively rounding within departments, providing hands-on elbow support, attending orientations to assist with new hire setups, and by remaining visibly engaged with our customers to address any concerns promptly.

Position Duties

• Customer Service
  a. Builds rapport quickly, cultivates relationships, and relates to a diverse group of individuals.
  b. Communicates cross-functionally with other departments and documents findings.
  c. Develops and maintains an understanding of support and IT processes.
  d. Actively seeks new improvement opportunities.
  e. Guides clients through process, analyzes needs, and presents solutions.
  f. Understands assigned applications.
  g. Troubleshoots reported hardware and software issues.
  h. Escalates issues to other teams as needed.
• Consistently Self-Directed
  a. Confirms understanding of customer needs and personal responsibilities.
  b. Communicates progress of assigned tasks in an effective and timely manner.
  c. Accurately evaluates the need for escalation and responds appropriately.
  d. Identifies needs and participates in process improvement initiatives (e.g., rounding, elbow support, shadowing, etc.).
  e. Takes direction, works well individually and within a team.
  f. Identifies needs, constraints, priorities of assigned work and organizes time efficiently to deliver on commitments.
• Updating and maintaining documentation.
  a. Participates in creating and updating documentation for training, process improvements, and knowledge base articles.
  b. Responsible for creating and updating IT Service tickets.
  c. Works in coordination with team and leadership to identify areas that may require training and documentation.
  d. Participates in scheduled training and shows initiative in expanding knowledge of processes.
• Consistently demonstrates a collaborative communication style.
  a. Oral and written communication is clear and concise.
  b. Interacts with customers in a courteous and professional manner.
  c. Maintains a pleasant and caring attitude.
  d. Represents IT positively to other parts of the organization.
  e. Is open to new ideas.
  f. Works well in a team environment, able to collaborate not only within one's own team, but also with other teams in IT.
  g. Is self-aware and uses active listening skills.
• Performs miscellaneous job related duties as requested.
  

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable

Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.

Education

Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement? 1. High school diploma or equivalent.
Required Yes No 2. Associates degree in a healthcare, technology, or closely related field or equivalent/substitutable experience (i.e., 2 years operating in a full-time clinical technology capacity).
Required Yes No

Experience

Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement? 1. Two (2) years of Customer Service experience.
Required Yes No 2. One (1) year experience working with an Electronic Medical Record (EMR) system.
Required Yes No 3. One (1) year of experience working in a healthcare setting.
Required Yes No

Special Skills

Do you meet this requirement or have the ability to obtain it
within the timeframe listed in the requirement? 1. Able to work nights and/or weekends as needed.
Required Yes No 2. Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Required Yes No 3. Effective communication and problem-solving skills. Self-driven and able to work autonomously when needed. Demonstrates timeliness and able to meet deadlines and stay organized.
Required Yes No 4. Comfortable training or presenting content in meetings with moderate to large audiences.
Required Yes No 5. Ability to translate clinical and operational business requests into technical requirements for the use by technical staff.
Preferred Yes No

Physical Requirements & Occupational Exposure/Risk Potential

1. Physical Requirement - Climbing - Occasionally 2. Physical Requirement - Feeling (sensing textures and temperatures) - Occasionally 3. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) - Constantly 4. Physical Requirement - Hearing - Frequently 5. Physical Requirement - Pushing/pulling - Occasionally 6. Physical Requirement - Reaching - Frequently 7. Physical Requirement - Sitting - Frequently 8. Physical Requirement - Standing - Frequently 9. Physical Requirement - Stooping/crouching/kneeling/crawling - Occasionally 10. Physical Requirement - Talking - Constantly 11. Physical Requirement - Tasting/smelling - Occasionally 12. Physical Requirement - Walking - Constantly 13. Physical Requirement - Near Vision - Constantly 14. Physical Requirement - Far Vision - Occasionally 15. Physical Requirement - Color Discrimination - Occasionally 16. Physical Requirement - Use of keyboard, mouse and/or computer equipment - Constantly 17. Physical Requirement - Lift up to 35 pounds without assistance - Occasionally 18. Physical Requirement - Lift more than 35 pounds without assistance - Occasionally 19. Occupational Exposure/Risk Potential - Inside office environment - Applicable 20. Occupational Exposure/Risk Potential - Outdoor weather conditions - Applicable 21. Occupational Exposure/Risk Potential - Extreme temperatures - Applicable 22. Occupational Exposure/Risk Potential - Confined areas - Applicable 23. Occupational Exposure/Risk Potential - High places - Applicable 24. Occupational Exposure/Risk Potential - Extreme noise levels - Applicable 25. Occupational Exposure/Risk Potential - Airborne communicable diseases - Applicable 26. Occupational Exposure/Risk Potential - Bloodborne pathogens or bodily fluid - Applicable 27. Occupational Exposure/Risk Potential - Fumes or airborne particles - Applicable 28. Occupational Exposure/Risk Potential - Hazardous materials exposure - Applicable 29. Occupational Exposure/Risk Potential - Radiation exposure - Applicable 30. Occupational Exposure/Risk Potential - Toxic or caustic chemicals - Applicable I have reviewed the qualifications, physical requirementsand occupational exposure/risk potential for this position and wish to apply I Agree