Sr IS Service Center Tech - Clin

Piedmont Healthcare Inc.; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Piedmont Healthcare Inc. is seeking a Tier 2 IS Service Center specialist to triage clinical application issues and support users in real time. You will differentiate software, hardware, and network problems and escalate when needed, documenting steps and resolutions in the ticketing system.

The role emphasizes Epic knowledge, training for end users, and expansion of knowledge bases to improve service quality across Piedmont's clinical applications.

Qualifications

• Requires a high school diploma or GED.
• 3 years of experience in a hospital or healthcare system environment with experience supporting, advising or teaching users regarding the proper use of healthcare applications.

Responsibilities

• Triage of all Tier 2 clinical calls at the IS Service Center.
• Differentiate between software, hardware, or network issues and escalate as needed.
• Record issue details and resolutions in the ticketing system; contribute to knowledge base improvements.

Skills

Epic knowledge

User training

Education

H.S. Diploma or GED

Tools

Epic software

Job description

Overview

At Piedmont Healthcare, you’ll love a shared purpose, be motivated to be your best, and be recognized for your contributions. Piedmont Healthcare leaders are in your corner and invested in your success. Our wellness programs and comprehensive total benefits and rewards will meet your needs for today and help you plan for the future.

Responsibilities

Responsible for triage of all Tier 2 clinical calls received at the IS Service Center. Address immediate needs of customer so they can provide quality clinical care to patients in a professional and courteous manner with the goal of resolving the customer issue at the initial call. Utilize knowledge of Epic and care workflows assist in identification and resolution of application issues; provide just in time training for "how to" type questions to assist customers if needed. Differentiate between issues related to software, hardware or network and determines which issues he/she can resolve and those which must be escalated to appropriate support personnel. Utilize ticketing system to record details of customer issues, document issue resolution or troubleshooting steps taken for escalation of issues. Maintain and enhance knowledge of Epic and other Piedmont Healthcare clinical applications including the development and maintenance of knowledge based resources for resolution of customer issues. Identify trends and make recommendations for targeted training opportunities.

Qualifications

Education

• H.S. Diploma or General Education Degree (GED) Required

Work Experience

• 3 years of experience in a hospital or healthcare system environment with experience supporting, advising or teaching users regarding the proper use of healthcare applications Required

Licenses and Certifications

• Credentialed in one or more Epic modules Upon Hire Required
• Epic certification Preferred

Business Unit : Company Name

Piedmont Healthcare Corporate