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UNC Health · 1 day ago

HCS Clinical Support Spec - ISD Service Desk

United States

Full-time

Remote

Mid Level

$26.85/hr - $38.61/hr

4+ years exp

UNC Health is a large organization dedicated to improving health and well-being in the communities it serves. The HCS Clinical Support Specialist provides technical support for end users of the electronic medical record (EMR) system, ensuring timely resolution of support calls and facilitating problem resolution through communication with IT experts.

Addiction TreatmentHealth CareHealth DiagnosticsHospitalNon ProfitWellness

Responsibilities

Assists with creation of end-user educational documentation, publications and training materials as needed. Conducts training to communicate system updates and upgrade functionalities for EMR and other systems as appropriate

Builds relationships and establishes credibility interacting with end users during times of system frustration and reassuring them of timely resolution. Provides on-going support to foster positive outcomes. Works closely with Information Technology staff to assist with testing of new system functionality and system modifications. Collaborates with counterparts to understand client needs in order to improve and maintain customer relationships

Facilitates basic troubleshooting and connectivity issues from incoming customer calls. Tracks and maintains the database of problem calls and requests and follows-up on resolution in a timely manner. Responds to end-user inquiries and ensures they are informed of the status and progress of problem resolution. Escalates complex incidents to a higher level as required

Maintains a current level of familiarity with EMR software and various system applications to include system upgrades, updates, processes and principles utilized with EMR functionality. Provides a degree of quality control resulting in delivering safe patient care. Participates in educational opportunities to keep current with EMR and professional development

Provides assistance and support for the electronic medical record (EMR) system to all end-users. Supports clinical areas to assess systematic needs and provides system support by understanding their goals and challenges and provides timely solutions and recommendations

Qualification

Electronic Medical Records (EMR)Technical SupportAnalytical SkillsMulti-taskingCommunication SkillsTeamwork

Required

Associate's degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience)

If an Associate's degree: Four (4) years of experience, including two (2) years of Clinical or IT experience and two (2) years of experience using an electronic medical records (EMR) system with demonstrated proficiency

If a High School diploma or GED: Six (6) years of experience, including two (2) years of Clinical or IT experience and two (2) years of experience using an electronic medical records (EMR) system with demonstrated proficiency

Excellent analytical and communication skills

Ability to work well in a team environment

Demonstrated ability to successfully manage multiple tasks simultaneously

Highly responsive to internal customers