IT Clinical Service Support Analyst Associate

Advocate Health; Charlotte (NC); On-site; USD 42,000 - 52,000; Full time

Job summary

Advocate Health is seeking a Service Desk professional to support Epic users in a fast-paced environment. You will troubleshoot hardware and software, communicate effectively, and contribute to patient safety through careful IT support.

The role requires understanding clinical workflows and collaborating with clinicians and IT teams. The ideal candidate has experience in a clinical setting, strong customer service skills, and a willingness to travel to system locations as needed.

Qualifications

• High School Diploma or GED required.
• Epic certification within 18 months and annual education requirements.
• One year of clinical/service delivery experience required.
• Service-oriented, proactive communicator and team player.

Responsibilities

• Provide hardware/software troubleshooting for Providers and Epic users.
• Communicate clearly and listen actively with customers.
• Meet Service Desk KPIs with accurate and complete work.
• Understand healthcare workflows for physicians, nurses, staff.
• Complete required training focused on patient safety.
• Escalate abnormal issues to the appropriate group promptly.
• Troubleshoot in Dev/Test environments and test new features.
• Gather information from users and determine workarounds when needed.
• Work within IT governance and coordinate with Clinical Informatics.

Skills

Interpersonal skills

Customer service

Call center basics

Call tracking systems

Technical aptitude

Software support

Info system basics

Hardware knowledge

Teamwork

Confidentiality

Education

High School Diploma or GED

Four-year degree preferred

Job description

Major Responsibilities

• While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users.


• Demonstrates basic written and oral communication skills, including good listening and verbal skills.


• Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI).


• Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support.


• Completes required training outlined by the department with a specific focus on maintaining patient safety.


• Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed.


• Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace.


• Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality.


• Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge.Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs.


• Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team.

Minimum Job Requirements

Education

High School Diploma or GED is required.

Certification / Registration / License

Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department.

Work Experience

• One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required.


• Must be a service-oriented, team player. Communicates proactively, cooperatively and constructively.

Knowledge / Skills / Abilities

• Strong interpersonal and customer service skills.


• Basic understanding of call centers and call tracking systems.


• Strong technical aptitude with the ability to learn quickly and support software applications.


• Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.


• Ability to manage multiple priorities in a dynamic work environment.


• Analytical and problem-solving.


• Basic knowledge of medical terminology.


• Ability to travel to system locations to provide Service Desk application support.


• Ability to maintain confidentiality and work as a team.

Physical Requirements and Working Conditions

• Must be able to sit for extended periods of time.


• Must be able to perform fine hand manipulation when using a keyboard and mouse.


• Must be able to wear an over the ear headset for extended periods of time.


• Position may require travel which may result in exposure to road and weather hazards.


• Exposed to a normal office environment.


• Operates all equipment necessary to perform the job.


• Essential/Critical requirements for emergency event staffing.

Preferred Job Requirements

Education

A four-year degree in computer science, business administration, biomedical technology, or a related field is preferred.

Certification / Registration / License

Epic certification in at least one module is preferred.

Experience

Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred.

Knowledge / Skills / Abilities

• Formal training in a variety of information systems technologies is preferred:


• Desktop applications (MS Office, O365, Edge, Chrome)


• Knowledge of Active Directory environment (users, printers, computers, groups)


• Operating Systems (Windows OS, macOS, iOS, Android OS)


• Basic networking knowledge including wireless connections


• Epic EHR


• Clinical Workflows


• Service Delivery