Systems Support Analyst

Luminis-Health; Annapolis (MD); On-site; USD 41,699 - 62,997; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Paid Time Off

Tuition Assistance Benefits

Employee Referral Bonus Program

Paid Holidays

Job summary

Luminis Health is seeking a frontline Information Systems Support professional in Annapolis, MD to act as a liaison between IS and clinical staff. Responsibilities include leading system support, coordinating resolutions, and training support staff.

Ideal candidates will have EMR/Epic experience, clinical hospital exposure, and a proven record of delivering excellent customer service while participating in on-call rotations and weekend coverage as needed.

Qualifications

• Clinical hospital exposure required or preferred.
• EMR/Epic experience is required or highly desirable.
• Strong customer service and communication skills essential.

Responsibilities

• Lead support for all systems and ensure review before escalation.
• Ensure timely resolution and communicate with customers.
• Participate in on-call rotation and weekend coverage when scheduled.
• Train and mentor IS Customer Support staff.
• Handle various customer contacts (phone, email, walk-in, self-service).
• Collaborate with physicians to provide high-quality support.

Skills

Customer service

Epic experience

EMR experience

Clinical exposure

Multitasking

Education

AA or Associates Degree

BA/BS preferred

Tools

Epic

Job description

Position Objective:

This position will provide first line support for computer systems acting as a liaison between information systems and the remainder of the organization. Perform as part of a project management team for new systems, implementations, or enhancements in their designated area. Incumbent supports the analysis, design, building, testing and implementation of information systems and associated change processes. Provides pre and post implementation support to include problem management/resolution and participates in on-going process improvement. This position will participate in and support all other Information Systems operational processes. The purpose of this position is to provide front facing support to the organization, mentor IS Customer Support staff, and participate in all levels of customer support including call center activities.

Essential Job Duties:

1. Serves as the lead support person for all systems ensuring review prior to escalation while attempting to resolve.


2. Takes responsibility for ensuring resolution for and communication to customer.


3. Meets individual performance metrics as defined by departmental processes and immediate supervisor.


4. Meets current review period goals as set forth by immediate supervisor.


5. Participate in the IS on-call rotation, includes the need to be available on a rotating shift basis and weekends if so scheduled.


6. Participates in the change control process with engagement and focus on customer support.


7. Relays and trains support staff as necessary.


8. Answers all forms of customer contacts, including but not limited to, initial phone call, e-mail, walk-up, rounding, and self-service. This is a front line responsibility.


9. Collaborates with and provides exceptional customer service and support for physicians.


10. Other duties as assigned.

Educational/Experience Requirements:

• Clinical exposure in a hospital setting1 year of experience required, 3 years preferred


• Computer proficiency and aptitude IS/IT customer support experience1 year of experience required, 3 years preferred


• AA or Associates Degree (BA/BS preferred); experience can be substituted for education.


• Clinical systems implementation and training experience desired.


• EMR experience a must.


• Epic experience preferred.


• Excellent Customer Service Skills (oral and written). Presentation skills and aptitude. Ability to handle multiple tasks. Ability to work individually and as a member of a team. Ability to work under pressure.

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will or will not be exposed to blood-borne pathogens.

Physical Demands -

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.

Pay Range $30.27 — $45.73 USD

Luminis Health Benefits Overview:

• Medical, Dental, and Vision Insurance


• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)


• Paid Time Off


• Tuition Assistance Benefits


• Employee Referral Bonus Program


• Paid Holidays, Disability, and Life/AD&D for full-time employees


• Wellness Programs


• Employee Assistance Programs and more


• *Benefit offerings based on employment status