Clinical Service Desk Analyst:
PeaceHealth

158143-en_US
PeaceHealth
Vancouver Washington
Healthcare
Description

PeaceHealth is seeking a Clinical Service Desk Analyst for a 1.0 full time equivalent Non-Exempt position. This position will be working Variable shift with shift durations of 8 Hours.

Req ID: 158143

 

JOB SUMMARY

Provides first level support for physicians and clinicians including phone, email and other modes of incoming contacts to provide resolution of related Epic applications and printing technology issues from all PeaceHealth regions. Provides timely resolution of more complex support issues or able to escalate issue on behalf of customers to appropriate technical support personnel.  Assists with documenting new processes and updating existing processes which includes working with other departmental teams on process improvement initiatives and gaining understanding of their workflows.  

 

ESSENTIAL FUNCTIONS

1. Demonstrates experience in excellent communication skills and aptitude for researching answers to questions in order to provide current and relevant assistance via phone, email, or chat.  Logs all requests or inquiries.  Appropriately dispatches unresolved inquiries and escalates as necessary for resolution; notification procedures followed.

2. Provides excellent customer service by utilizing the Clinical Service Desk incident logging and support tools and maintaining a thorough understanding of EPIC systems/application, environment or security procedures and related policies.

3. Monitors Epic applications and applies knowledge on how to respond and follow documented procedures.  Prepares and updates on-line troubleshooting and customer support documentation as needed. 

4. Collaborates with other members of the PeaceHealth Support Teams and Information Services & Technology (IST) to facilitate the troubleshooting and customer service process.

5.  Maintains current on information technology being supported; note trends and improvement opportunities and communicate these to other Clinical Service Desk Analysts.

6.  Assists in training and/or mentoring less experienced Clinical Service Desk Analyst.

7. Maintains and respects organizational integrity to the highest level of patient confidentiality per HIPAA requirements. 

8. Participates in the on-call rotation for the Clinical Service Desk, which requires support after normal support hours and responding within established service levels.

9. Monitors Clinical Service Desk activities during assigned shift to quickly identify real-time trends and problems and ensure appropriate response.

10. Provides leadership and customer’s information of real-time problems or issues with the Epic applications for crisis management and problem resolution.

11. Assists in ensuring a high level of customer service across the organization in support of incidents and service requests. Supports the development and successful implementation of a Service Level Agreement (SLA) for the Clinical Service team. Collaborate to develop Clinical Service Desk team metrics and uses to drive improvement.

12. Performs other duties as assigned.

 

QUALIFICATIONS

EDUCATION:     

  • Associate’s degree in computer science or clinical area is required or the equivalent combination of relevant education and work experience. 
  • A Bachelor’s degree is preferred. 
  • A minimum of 1 year of Clinical Healthcare experience (preferred) or technical helpdesk; OR the equivalent combination of relevant education and work experience.

 

EXPERIENCE/TRAINING:              

  • A minimum of three years professional experience is required. 
  • A minimum of 2 years of experience in a service desk environment providing user support/assistance is preferred.  Demonstrated experience or exposure to Epic electronic health records applications: build, configuration, master file maintenance (procedures, decision support), administration, workflows, printing, and interfaces is preferred. 
  • Experience with analyzing and interpreting clinical documentation preferred.
  • Experience with issue management/tracking products systems and related Help Desk product management and monitoring tools preferred.

 

LICENSE/CERTIFICATION:            

  • Epic certification in one or more specified clinical area required; if not Epic certified at time of hire, certification requirements must be satisfied as directed by Manager, Clinical Service Desk and within specific parameters.

 

OTHER SKILLS:  

  • Skilled in core MS Office suite of products.  Expertise in the use of spreadsheets and data extraction.
  • Strong interpersonal and customer support skills including a clear speaking voice with excellent diction and tone.
  • Strong organization skills and ability to prioritize work to complete tasks in a timely manner.
  • Knowledge of medical terminology.
  • Knowledge of support of personal computer hardware, personal computer software, printers, telephony devices, etc.
  • Ability to work as a team member.
  • Strong analytical and problem solving skills make decisions and provide positive influence in potentially high stress situations or environment at times.
  • Ability to develop documentation at a technical and user level.

 

Please apply online to be considered. For full consideration of your skills and abilities, please attach a current resume with your application.

 

About PeaceHealth

 

PeaceHealth, based in Vancouver, Wash., is a not-for-profit Catholic health system offering care to communities in Washington, Oregon, and Alaska. PeaceHealth has approximately 16,000 caregivers, a multi-specialty medical group practice with more than 900 providers and 10 medical centers serving both urban and rural communities throughout the Northwest. In 1890, the Sisters of St. Joseph of Peace founded what has become PeaceHealth. Today, PeaceHealth is the legacy of its founding Sisters and continues with a spirit of respect, stewardship, collaboration and social justice in fulfilling its Mission. 

 

We offer competitive compensation, a robust benefits package and a collaborative, Mission-driven work environment! To learn more about working at PeaceHealth and the Vancouver community please visit our homepage: www.peacehealth.org/careers.

 

Get a feeling for the Spirit of PeaceHealth through this three-minute video, and visit us on Facebook or LinkedIn!

 

Questions? Review our Employment FAQ or email Recruitment@peacehealth.org. Please note this email does not accept resumes or applications.

 

Location: Vancouver, Shared Services Center (802)
Job Category:  Business, Administrative & Facilities 
Shift:  Variable
Shift Length: 8 Hours
FTE: 1.0
Work Type:  Full Time
Hourly compensation starts at: $DOE, more depending on experience
Required Certifications/Licensure: 

 

PeaceHealth is committed to providing equal employment opportunities to all qualified job applicants and employees without regard to the following statuses: protected veteran; qualified individual with a disability; race; ethnicity; religion; gender; pregnancy; gender identity; national origin; age; genetic information; sexual orientation; or any other protected status in accordance with local, state, or federal laws.

 

The above information is intended to indicate the general nature and level of work performed by this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of caregivers assigned to this job.

 

Posting Notes: Vancouver || Business, Administrative & Facilities || IT & Health Information Management || Full Time || INFORMATION SERVICES

Basic Qualifications
Requirement