Medasource · 5 hours ago
Service Desk Analyst
United States
Contract
Remote
New Grad, Entry LevelMedasource is seeking a Service Desk Analyst to provide IT Clinical Application customer support expertise for EHR and related clinical applications. The role involves answering and resolving customer issues, providing training, and collaborating with various teams to support clinical application needs.
Health CareMedical
Hiring Manager
Carly Mackzum
Responsibilities
Maintains up-to-date knowledge of trends and advances in the field of Healthcare IT, as well as new developments in computer hardware and software technology. Maintains up-to-date knowledge of nursing practices, regulatory standards, and organizational direction. Utilizes this knowledge in supporting users and process teams
Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Clinical Service Desk queue in a timely fashion. Receives and resolves escalated incidents from other work groups. Interacts with the customer, department and vendor support to facilitate first call problem resolution. Documents interactions with customers using problem tracking systems. Escalates user issues as needed by contacting the appropriate area. Updates the problem tracking system as necessary
Performs Advocate functions to ensure technology solutions support patient care standards and outcomes. Resolves conflicts between workflows and the electronic health record. Uses existing technology in a manner which promotes maintenance of patient safety and confidentiality
Collaborates closely with other IT Clinical Application, Education, and IT teams to identify, investigate, track, and resolve project, system or application issues ensuring the solution is timely and of acceptable quality
Utilizes on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members. Provides support for various projects and implementations and participates in post implementation change evaluation. Performs communicator functions. Immediately escalates critical issues to leadership. Maintains a line of communication to all users of clinical information systems
This position has responsibility for selected information applications or systems. Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities to the urgency of the issue and or application. This position must interact with and support all levels of customers both internal and external throughout the system or specialty area. Customers can be defined as but, not limited to: All levels of management, IT staff, medical providers, other healthcare team members, and vendors. A key component of this job is to be able to participate on teams effectively; work in partnership with numerous departments, e.g. IT, Nursing, Laboratory, Project Managers, Physicians, leadership and staff to meet published timelines and milestone dates in conjunction with other team members. Must be a change agent throughout the scope of all projects
Qualification
Required
Provides IT Clinical Application customer support expertise for EHR and other related clinical applications
Maintains up-to-date knowledge of trends and advances in the field of Healthcare IT
Maintains up-to-date knowledge of nursing practices, regulatory standards, and organizational direction
Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Clinical Service Desk queue in a timely fashion
Receives and resolves escalated incidents from other work groups
Interacts with the customer, department and vendor support to facilitate first call problem resolution
Documents interactions with customers using problem tracking systems
Escalates user issues as needed by contacting the appropriate area
Updates the problem tracking system as necessary
Performs Advocate functions to ensure technology solutions support patient care standards and outcomes
Resolves conflicts between workflows and the electronic health record
Uses existing technology in a manner which promotes maintenance of patient safety and confidentiality
Collaborates closely with other IT Clinical Application, Education, and IT teams to identify, investigate, track, and resolve project, system or application issues
Utilizes on-line procedures, solutions, and knowledge databases
Assists with training of peers and acts as a resource for other staff members
Provides support for various projects and implementations and participates in post implementation change evaluation
Immediately escalates critical issues to leadership
Maintains a line of communication to all users of clinical information systems
Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities to the urgency of the issue and or application
Must interact with and support all levels of customers both internal and external throughout the system or specialty area
Participate on teams effectively; work in partnership with numerous departments to meet published timelines and milestone dates
Company
Medasource
Medasource is a hospital & health care company specializing in population health management and clinical engineering services.
Founded in 2000
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Abimbola ojo
EPIC OPTIME/ ANESTHESIA Consultant at Ascension
Company data provided by crunchbase