IT Clinical Service Support Analyst Associate

aah; Charlotte (NC); On-site; USD 3,658,000 - 5,490,000; Full time

Benefits offered by this job

Health and welfare benefits

Educational Assistance Program

Paid Time Off

Job summary

Advocate Health in Charlotte, NC is seeking a Service Desk professional to support Providers and Epic users in a fast-paced healthcare environment. This role emphasizes patient safety, technical troubleshooting, and strong communication to resolve issues efficiently.

The position requires a high school diploma with Epic certification within 18 months, plus relevant clinical service experience. A four-year degree and Epic certification are preferred; travel to system locations may be required.

Qualifications

• Requires a High School Diploma or GED.
• Preferred: Four-year degree in computer science, biomedical technology, or related field.
• Two years’ experience in a clinical environment, Service Delivery, or equivalent preferred.

Responsibilities

• Provide hardware and software troubleshooting for Providers and Epic users in a fast-paced Service Desk.
• Demonstrate effective written and oral communication; listen and respond clearly.
• Meet Service Desk KPIs with accurate, complete work.
• Understand healthcare workflows and the needs of clinicians and staff.
• Complete required training with emphasis on patient safety.
• Escalate issues timely to the appropriate team when needed.
• Apply customer service and service recovery skills to meet standards.
• Perform testing in Non-Prod environments and evaluate new features.
• Gather information from users through questions and workflow analysis to diagnose issues.

Skills

Interpersonal skills

Customer service

Technical aptitude

Call center knowledge

Problem solving

Medical terminology

Travel to system locations

Education

High School Diploma or GED

Bachelor's degree in CS/Biomedical Technology or related

Tools

MS Office

O365

Edge

Chrome

Active Directory

Windows/macOS/iOS/Android

Networking basics

Epic EHR

Clinical Workflows

Service Delivery

Job description

Department:

12268 Enterprise Corporate - Clinical Service Desk

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Day shift 8a-5p, rotating holidays and weekends

Pay Range:

$26.55 - $39.85

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

Our CommitmenttoYou:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, andShort- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.