Sr IS Service Center Tech - Clin

Fayette Chamber of Commerce; Atlanta (GA); On-site; USD 70,000 - 105,000; Full time

Job summary

Piedmont Healthcare is seeking a Sr IS Service Center Tech - Clin to support the clinical information systems. The role focuses on triaging Tier 2 clinical calls, ensuring patients receive quality care by resolving issues on the first call when possible.

Responsibilities include differentiating software, hardware, and network problems, using the ticketing system to document steps, and expanding Epic knowledge while providing just-in-time coaching. A GED and 3 years in healthcare IT are required.

Qualifications

• GED required.
• 3 years of experience in hospital or healthcare IT environment.
• Credentialed in one or more Epic modules; Epic certification preferred.

Responsibilities

• Triage Tier 2 clinical calls to identify the issue type and resolve where possible.
• Resolve issues on initial call when feasible to support quality clinical care.
• Differentiate between software, hardware, and network problems and escalate when needed.
• Use ticketing system to document issues and resolutions for escalation.
• Maintain and expand Epic and clinical applications knowledge and develop knowledge resources.
• Identify trends and recommend targeted training opportunities.

Skills

Epic knowledge

Customer support

Troubleshooting

Education

H.S. Diploma or GED

Tools

Epic modules

Ticketing system

Job description

Sr IS Service Center Tech - Clin

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