Submission for the position: Sr IS Serv Ctr Tech- Clinical - (Job Number: 1096824)
Sr IS Serv Ctr Tech- Clinical
JOB PURPOSE:
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 assist in identification and resolution of application issues; provide just in time training for “how
to” type questions to assist customers if needed. Differentiate between issues related to software,
hardware or network and determines which issues he/she can resolve 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.
KEY RESPONSIBILITIES:
1. Answer IS Service Center phone calls and gather information to determine the issue or problem
relevant to Clinical Systems, such as EPIC.
o Obtains relevant information on caller, i.e., name, department, job, phone number.
o Communicate to customer what to expect in terms of resolution.
2. Troubleshoot and isolates customer issues utilizing clinical systems and EPIC workflows.
o Systematically gathers information, sorts through complex issues, seeking input from
others as appropriate.
o Document details concerning the nature, severity, onset and duration of the problem.
o Address root cause of problems, and obtains consensus where possible.
3. Resolve clinical issues by instructing customer or taking control of the customer’s PC or
workstation, or takes other corrective action.
o Explain corrective action to customer so that customer can make changes necessary.
o Explain to customer what is needed to fix the problem, then holds the line to allow the
customer to opportunity correct the problem.
o Obtain agreement from customer to allow access to customer’s PC to help identify
problem.
o Investigates possible causes of problem within clinical system workflow.
o Correct problems within our established First Call resolution SLA. Promptly refers all
other issues to appropriate group for resolution.
o Follow up with customer to confirm problem is resolved.
4. Maintains documentation on each issue, course of action and status.
o Log all relevant details concerning each call in tracking system.
o Document problem resolution steps, including actions taken and call status, for review by
others.
5. Escalates issues that are unable to be resolved, within established guidelines, to the appropriate
group for proper corrective action.
o Determine appropriate group for escalation.
o Explain to customer that the call is being referred for assistance.
o Transfer the incident ticket to the appropriate group.
6. Train non-clinical service center team members regarding clinical systems, processes and
procedures.
o Assists IS Service Center staff with complex clinical issues.
o Assist in the creation and maintenance of the IS Service Center Knowledge database.
KNOWLEDGE, SKILLS, ABILITIES
• Skill and ability to communicate effectively both verbally and written.
• Skill and ability to handle multiple priorities and deadlines.
• Ability to work as a member of a team.
• Skill and ability in Microsoft Office applications.
#LI-POST #GD
MINIMUM EDUCATION REQUIRED:
High school diploma or equivalent required.
MINIMUM EXPERIENCE REQUIRED:
Three (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.
MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.
ADDITIONAL QUALIFICATIONS:
Credentialed in one or more Epic modules is required.
Epic certification is preferred.
Information Technology
United States-Georgia-Athens-1199 Prince Avenue
Piedmont Healthcare Corporate
Sep 21, 2023, 3:51:35 PM
Non-exempt
Schedule: Full-time Location(s): United States-Georgia-Athens-1199 Prince Avenue Day Job