Sr IS Service Center Tech - Clin

Piedmont; Atlanta (GA); On-site; USD 58,000 - 74,000; Full time

Job summary

Piedmont Healthcare seeks a dedicated IT Support Specialist to triage Tier 2 clinical calls at the IS Service Center and resolve issues to support quality patient care. The role requires Epic knowledge, care workflow familiarity, and the ability to train users on how to use the system effectively.

Ideal candidates will have 3+ years in healthcare IT, clinical application support experience, and Epic module credentialing; credentials preferred to enhance service delivery.

Qualifications

• 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.
• Strong knowledge of Epic and care workflows; ability to provide just-in-time training for users.

Responsibilities

• Triage of all Tier 2 clinical calls at the IS Service Center and resolve issues at the initial call when possible.
• Differentiate between software, hardware, and network issues and escalate to appropriate personnel.
• Utilize ticketing system to document issues and resolutions.
• Maintain and enhance knowledge of Epic and Piedmont clinical applications and contribute to knowledge resources.
• Identify trends and recommend targeted training opportunities.

Skills

Communication

Training others

Customer service

Education

H.S. Diploma or GED

Tools

Epic system

Ticketing system

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.

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