[Hiring] IT Clinical Service Support Analyst @Advocate Health

Role Description

While working in a fast-paced Service Desk environment, duties include:

• Knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users.
• Demonstrating basic written and oral communication skills, including good listening and verbal skills.
• Producing accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI).
• Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support.
• Completing required training outlined by the department with a specific focus on maintaining patient safety.
• Informing the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion.
• Determining and supporting customer emergency issues and escalating to the appropriate person or group as needed.
• Applying appropriate customer service and service recovery skills to comply with department standards.
• Basic understanding of standard system hardware equipment and software applications at a rapid pace.
• Performing testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality.
• Gathering and analyzing information from end users through clarifying questions, workflow understanding, and technical knowledge.
• Assessing the issue and considering a workaround if resolution isn't achieved at the time of call, followed by escalation to an appropriate team.
• Performing all tasks within IT and Cybersecurity governance, using elevated administrative rights to safeguard user and patient data.
• Participating in conversations between the Service Desk, Clinical Informatics, and Epic Training Team.

Qualifications

• High School Diploma or GED is required.
• Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department.
• One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required.
• Must be a service-oriented, team player. Communicates proactively, cooperatively, and constructively.

Requirements

• Strong interpersonal and customer service skills.
• Basic understanding of call centers and call tracking systems.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.
• Ability to manage multiple priorities in a dynamic work environment.
• Analytical and problem-solving skills.
• Basic knowledge of medical terminology.
• Ability to travel to system locations to provide Service Desk application support.
• Ability to maintain confidentiality and work as a team.
• Must be able to sit for extended periods of time.
• Must be able to perform fine hand manipulation when using a keyboard and mouse.
• Must be able to wear an over-the-ear headset for extended periods of time.
• Position may require travel which may result in exposure to road and weather hazards.
• Exposed to a normal office environment.
• Operates all equipment necessary to perform the job.
• Essential/Critical requirements for emergency event staffing.

Benefits

• Paid Time Off programs.
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.