Analyst - Pharmacy Tech Exp a Must

Document Storage Systems•North Palm Beach, FL

About The Position

DSS, Inc. is seeking a Clinical Analyst I to support customers using software relied upon by VA medical facilities. The role partners with internal and external customers within established service level agreements to investigate and resolve issues involving workflows, alerts, reporting, treatment, surveillance, configuration, and interconnected clinical systems. The analyst reproduces workups, triages clinical concerns, gathers information for escalations, and helps customers use software functionality in their clinical workflows. The position involves customer support by phone, chat, and email, including handling approximately 25 or more emails and 15 or more phone calls daily. The analyst also participates in training to develop subject-matter expertise, documents knowledge of the software and clinical components, and may collect, analyze, and summarize Electronic Health Records data. Employees must comply with security and privacy requirements under HIPAA, FedRAMP, and NIST 800-53 and complete required FedRAMP training. The role may be performed from the North Palm Beach, Florida office, remotely, or in a hybrid arrangement.

Requirements

High school diploma or GED.
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 department, infection prevention, dialysis, or health informatics.
At least one of the following certifications: Certified Pharmacy Technician (CPht), Registered Pharmacy Technician (RPht), Medical Laboratory Technician (MLT), Certified Hemodialysis Technician (CHT), or Certified Clinical Hemodialysis Technician—Advanced (CCHT-A); similar related fields or equivalent experience and/or education may qualify.
Obtain Information Technology Infrastructure Library (ITIL) certification within 45 days of employment.
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.
Must be a U.S. citizen or permanent resident authorized to work in the United States without current or future visa sponsorship.
Must be able to pass a federal background check.

Nice To Haves

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

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 the software and its clinical components.
Help clients use software functionality to achieve desired tasks or results in clinical workflows, including alerts and reporting criteria.
Handle high volumes of email, approximately 25 or more emails daily, and phone calls, approximately 15 or more 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 clinical terminology and workflows.
Perform other duties as needed.
Complete required security and privacy training and comply with HIPAA, FedRAMP, and NIST 800-53 requirements.