Clinical Applications Support Engineer III

Forefront Dermatology•Manitowoc, WI

About The Position

The Clinical Applications Support Engineer III provides oversight and help desk support for electronic health systems and functions in alignment with the Clinical Application Platform team.

Requirements

Experience supporting clinical systems (experience with NextGen or EMA preferred)
2+ years of related experience in a help desk support environment.
Proficiency with Windows Desktop Operating systems
Help Desk experience a plus
Clinical documentation experience in EMA/NextGen strongly preferred
Must be detail oriented.
Must have excellent communication skills and the ability to communicate effectively orally and in writing.
Demonstrated leadership experience. Must be able to demonstrate leadership by serving as an example to others regarding professional behavior, handling multiple tasks, maintaining a positive attitude, and in response to organizational change.
Must possess excellent leadership, organizational, and computer skills.
Ability to work effectively and cooperatively with staff and other parts of the IT Department.
Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
Ability to maintain confidentiality of information.
Ability to communicate in an active multi-office environment.
Ability to efficiently operate all job-related office equipment (telephone, computer, calculator, fax, copier).
Ability to communicate via telephone.
Ability to sit for large portions of a workday.

Responsibilities

Represents the Clinical Application Support Team to the organization as one of the first point of contact for all related system issues and service requests.
Mentors specialists and associates working on Help Desk providing regular feedback in conjunction with the Clinical Application Support Manager.
Triages calls / requests and communicates with appropriate personnel.
Handles problems directly within the scope of knowledge, experience, and authority.
Submits support tickets, monitors progress, and tracks issues to completion for all electronic systems including NextGen, EMA, Phreesia, and internal Help Desk Portal.
Actively participates in meetings with EMR vendors regarding troubleshooting, updates and improvement activities. Includes testing, creating reference materials, and communicating to department and clinic leadership.
Communicates and collaborates with other functional groups on a regular basis on shared tickets.
Communicates with Clinical Application Platform Leadership on a regular basis with updates on projects, tasks and help desk activity.
Assists with creating and updating user reference materials in collaboration with department leaders from the Clinical Application Platform process on both confluence and printable versions.
Assist with performing conversion validation and testing. Communicates with Training Team Project Leads on conversion stats. Communicates with EMR Administrator and Sr. Director of Clinic Systems & Training team on validation.
Actively remains current on all electronic system functionality updates as well as coding and documentation best practice guidelines.
Assists with pathology and laboratory EMR integration set-up, testing, and troubleshooting in collaboration with the clinics & training team.
Adherence to compliance and completion of compliance training.
Perform other related duties and projects as assigned.