Clinical Support Analyst

Summary:
The Clinical Support Analyst (CSA) reports to the Manager of Service Desk. Guides Epic adoption and supports usage as a primary point of contact between clinical care team members and Epic users who interact with patients on a regular basis and IS team. Provides real-time support to physicians nurses and other care givers. Accurately gathers details of reported Epic or Epic related technology incidents or requests and works to either restore service by providing education to support users or to triage to the appropriate IS resource. Identifies learning needs develops educational and reference materials and teaches use of Epic in class room and one on one setting.

Responsibilities:
Resolves assigned service requests in an effective and timely manner; ensures users know the current status of their individual problems by providing updated communications to include estimated timelines of resolution escalation and other pertinent information.

Accurately records and documents relevant details of issues in order to facilitate efficient incident triage.

Records and triages incidents and requests in a professional manner via approved tools.

Captures and documents the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track route problems and requests and document solutions.

Develops and maintains a professional level of proficiency within Information Technology.

Maintains current knowledge of Epic and other clinical and business systems.

Develops and maintains an understanding of clinical workflows and use of Epic to provide patient care.

Learns and communicates leading practices based on other organizations* experiences and facilitates discussion of adopting practices at Brown University Health.

Provides feedback to the team regarding software application improvements and/or innovations.

Creates tracks and closes incident tickets related to Epic events and needs; ensures problem ownership and promotes end-user satisfaction.

Proactively investigates and applies best practices and understands the regulatory requirements related to the healthcare industry.

Maintains established departmental policies and procedures objectives quality assurance program safety environmental and infection control standards.

Enforces IT standards and educates employees about compliance issues. Develops and maintains IT department system documentation materials (paper and web).

Functions as a member of a team associated with a larger service desk team.

Develops individual relationships with customers and obtain detailed understanding of the customers* needs for instruction to improve system use.

Supports the reporting logging and resolution of network systems and application problems including technical descriptive information based on information gathered through customer interaction.

Maintains detailed insight of departmental systems which leads to process improvement.

Provides high technical level support for problem resolution of network systems and mission critical clinical and business applications using troubleshooting techniques and if necessary confer with vendors and/or application analysts or assign to Network Technician for a site visit.

Tracks and follows-up on problems and if necessary escalates up to and including the S.V.P. level until resolved.

Provides periodic updates to customers and verifies successful resolution.

Teaches and mentors new analysts to achieve maximum technical competencies.

Emphasizes courtesy clarity and accuracy in all communications with customers and others in IS.

Maintains quality assurance safety environmental and infection control in accordance with established hospital and departmental policies.

Follows departmental and health system policies and processes for call handling incident handling and personnel matters.

Performs other duties as assigned.

Other information:
BASIC KNOWLEDGE:

BA/BS Degree in Management Healthcare or related field required. Equivalent experience can be considered in lieu of a Degree.

EXPERIENCE:

Minimum of 1 year of application support experience as an applications support analyst or trainer.

At least 6 months working with the EPIC application and ancillary clinical applications experience with similar applications may be considered.

Epic certifications on 2014 version are a plus.

One year of experience in a support/training environment providing classroom education and at the elbow support for Epic clinical modules.

Experience in clinical system training and support knowledge of network hardware and systems and specific healthcare applications and ancillary clinical systems as well as other systems physicians use to support their workflow.

Three year*s healthcare experience (clinic hospital or health system) including clinical workflow and clinical terminology.

One year of experience working in a large healthcare environment and as a patient care provider is preferred.

Advanced computer skills and advanced knowledge of Microsoft Office applications and a working knowledge of Citrix Windows 7 and Office 365. Familiarity with all system components (workstation Citrix application network database interface etc.) and related issues that may be caused by them.

Sits stands and walks intermittently throughout the day.

Requires the visual and manual dexterity to operate a computer.

May be exposed to patient care environment.

Brown University Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Brown University Health Corporate Services USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union

Test