[Hiring] Senior IS Service Center Technician @Piedmont Healthcare

Role Description

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 to assist in identification and resolution of application issues.
• Provide just in time training for "how to" type questions to assist customers if needed.
• Differentiates between issues related to software, hardware, or network and determines which issues can be resolved 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

• H.S. Diploma or General Education Degree (GED) Required
• 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
• Credentialed in one or more Epic modules Upon Hire Required
• Epic certification Preferred

Benefits

• Wellness programs
• Comprehensive total benefits and rewards

Company Description

Piedmont Healthcare leaders are in your corner and invested in your success.