Sr IS Service Center Tech - Clin

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

Job summary

Piedmont Healthcare is seeking an IS Service Center specialist to triage Tier 2 clinical calls and support clinicians in using Epic and related workflows. You will assess and resolve issues or escalate to appropriate teams to maintain patient care quality.

The role emphasizes training, documentation, and customer service in a busy hospital setting. Required include a GED and 3 years of healthcare experience; Epic credentialing is required upon hire, with Epic certification preferred.

Qualifications

• 3 years of experience in a hospital or healthcare system environment.
• Experience supporting, advising or teaching users of healthcare applications.

Responsibilities

• Triage Tier 2 clinical calls to resolve issues on the first contact when possible.
• Identify if issues are software, hardware, or network related and escalate when needed.
• Document issues and resolutions in the ticketing system for escalation and tracking.
• Maintain knowledge of Epic and PiedmontHealthcare applications and develop knowledge resources.
• Identify trends and propose targeted training opportunities.

Skills

Communication

Training others

Troubleshooting

Education

GED

Tools

Epic modules

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.

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