Analyst (Clinical)

DOCUMENT STORAGE SYSTEMS INC•North Palm Beach, FL

2d•$49,000 - $59,000

About The Position

The Clinical Analyst I serves as a support resource for customers, working within established service level agreements to troubleshoot and resolve issues involving clinical workflows, alerts, reporting, treatment, and surveillance. The role requires technical proficiency with the company’s ticketing and knowledgebase systems and core software applications. Analysts resolve configuration-related issues, reproduce workups, triage clinical concerns, and gather information to support escalations. The Analyst communicates with internal and external customers by phone, chat, and email; investigates problems involving interconnected systems such as pharmacy, laboratory, and diagnostic systems; and helps clients use software functionality in their clinical workflows. The role also involves participating in training, becoming a subject matter expert on company products and tools, documenting software and clinical knowledge, and handling high volumes of daily email and phone interactions. Employees are subject to security and privacy requirements under HIPAA, FedRAMP, and NIST 800-53, including required FedRAMP training and additional role-based training where applicable. The role is based in North Palm Beach, Florida, with the option to work from the office, remotely, or in a hybrid arrangement. Applicants must be U.S. citizens or permanent residents authorized to work without current or future visa sponsorship and must pass a federal background check.

Requirements

Analytical and problem-solving skills.
Ability to work accurately and sensitively under tight timelines and schedules.
Excellent listening skills and a commitment to clear, concise, and timely communication.
Aptitude for technical troubleshooting and ability to learn new software.
At least 2 years of hands-on clinical work experience in one or more of pharmacy, laboratory, microbiology, inpatient or outpatient care, acute healthcare, health departments, infection prevention, dialysis, or health informatics.
High school diploma or GED.
At least one of the following certifications or equivalent experience and/or education: Certified Pharmacy Technician (CPht), Registered Pharmacy Technician (RPht), Medical Laboratory Technician (MLT), Certified Hemodialysis Technician (CHT), Certified Clinical Hemodialysis Technician - Advanced (CCHT-A), or a similar related field.
Obtain Information Technology Infrastructure Library (ITIL) certification within 45 days of employment.
Must be a U.S. citizen or permanent resident authorized to work in the U.S. without current or future visa sponsorship.
Must be able to pass a federal background check.
Comply with security and privacy requirements under HIPAA, FedRAMP, and NIST 800-53, including required FedRAMP training.

Nice To Haves

Associate's or bachelor's degree in microbiology, pharmacy, healthcare IT, or a related field, or equivalent experience and/or education.
Health Level Seven (HL7) knowledge.
HIPAA knowledge.
Experience researching, analyzing, and developing assessments from multiple data sources.
Knowledge of pharmacology related to infection prevention and control.
Knowledge of laboratory and lab testing processes.
Knowledge of hemodialysis workflows.
Knowledge of hospital-acquired infections and National Healthcare Safety Network (NHSN) reporting requirements.
Experience with client application troubleshooting or client-facing activities.
Experience in inpatient, outpatient, scheduling, or acute-care healthcare settings.
Hands-on clinical work in pharmacy, laboratory, microbiology, cultures, inpatient healthcare, a health department, infection prevention, or dialysis.
Software application troubleshooting or training experience.
Experience with Electronic Medical Record systems or hospital IT systems.
At least 4 years of experience in client application troubleshooting or client-facing activities; troubleshooting and configuring Windows-based applications or applications; healthcare settings; or relevant hands-on clinical work.
At least 1 year of experience with software application troubleshooting or training, Electronic Medical Record systems, or hospital IT systems.
ITIL Foundations v4.

Responsibilities

Engage with internal and external customers about new or existing issues by phone, chat, and email while complying with Service Level Agreements.
Investigate, troubleshoot, diagnose, and resolve problems with interconnected systems, including pharmacy, laboratory, and diagnostic systems.
Participate in training to gain company, department, and product knowledge and become a subject matter expert on the software, tools, and technologies.
Write and maintain documentation about software and its clinical components.
Help clients use software functionality to achieve desired tasks and results in clinical workflows, including alerts and reporting criteria.
Work within department policies and guidelines, using judgment and knowledge rather than scripted assistance.
Handle approximately 25 or more emails daily and approximately 15 or more phone calls daily.
Collect, analyze, and summarize Electronic Health Records data.
Use industry knowledge to identify and obtain resources or services needed to assist others.
Apply knowledge of industry casework, theory, techniques, and practice, including interpretation and application of clinical terminology and workflows.
Perform other duties as needed.