Clinical Communications Analyst

University of California San Francisco•San Francisco, CA

7d•Hybrid

About The Position

This is an on-site position Applies skills as a seasoned clinical applications professional to projects of medium size at all levels of complexity, or portions of large projects. Under general supervision of the Clinical Communications Lead, this position is responsible for providing supervision and technical assistance in the development and support of clinical communications primarily at UCSF and its clinics including BCH Oakland Campuses. This position will work closely with various teams in order provide best in class service to Voalte users; interacts with clinical and business customers, as well as various IT groups, external departments, and outside vendors and consultants. This position will be a primary contact with our field services group and directly assist them with hardware. This is a hybrid onsite position with onsite days to be 5 days Mon-Fri unless otherwise approved by supervisor. Position is responsible for complex assignments that are small to significantly sized, that require independence, decision making, project management, and judgment levels beyond that of Programmer/Analyst II. Analysis of situations or data requires an in-depth evaluation of various factors. Incumbent will exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criterion for obtaining results. This position will work closely with various teams in order to provide best in class service to Voalte users; interacts with clinical and business customers, as well as various IT groups, external departments, and outside vendors and consultants. This position will be a primary contact with our field services group and directly assist them with hardware. Assist with resolving/troubleshooting issues (help pull log files, replicate, document). Assist with escalations to the appropriate Customer or vendor contact. Assist with escalation of issues regarding network or servers to the appropriate customer contact. Track and trend Clinical Communications issues to institute process improvements where possible to reduce issue escalations. Support new project development, including systems analysis, planning and preparation, testing and implementation and client coordination as needed. Develop, support and maintain systems documentation and procedures as needed and provide training to other IT staff and user clients as appropriate. Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported. Assign, plan, manage and complete tasks with minimal supervision and coordinate multiple assignments concurrently. Coordinate and participate directly in the support of infrastructural applications, including Troubleshoot problems end-to-end, identifying potential root cause, coordinating service/support between Clinical Engineering, IT, Network support, server support, medical device vendors, MDI application vendor and Apex application support. Work with IT to coordinate security management process including risk and vulnerability analysis and related documentation associated with interconnected/integrated medical systems Work with clinical and application stakeholders in developing specifications for new interfaces. Test and provide quality control for implementation of patches, upgrades, and interfaces. Meet weekly with the Clinical Communication team lead to prioritize workload All other duties as may be assigned. The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $101,300 - $216,700 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Requirements

Bachelor's degree in health care information technology, computer science, or related area, and/or equivalent combination of experience/training.
Minimum 3 years relevant work experience
Knowledge of JAMF and/or ability to become proficient at using the MDM
Experience supporting and troubleshooting computer hardware and software in healthcare, preferably with nursing point of care solutions.
Understanding and knowledge of clinical workflows, applicable to the functionality and capability of Nurse Call systems and integrated devices.
Strong problem-resolution skills, with the ability to quickly diagnose problems, and develop, test, and implement appropriate and effective solutions in a timely manner.
Strong interpersonal skills, with the ability to effectively train, support, and work collaboratively with users of clinical information systems at all professional and technical levels.
Detail-oriented, with proven organizational skills and the ability to effectively manage time, prioritize tasks, and see projects through to completion on deadline.
Strong written and verbal communication skills, with the ability to convey technical information and instructions to all levels of clinical applications users in a specific, clear, and concise manner.
Strong analytical skills and knowledge in documentation and reporting, with the ability to design and execute tests, analyze system performance data, and produce substantive reports and analyses.
Ability to work with senior staff and managers, serving as a technical resource and providing advice and counsel on issues of functionality, efficiency, cost-effectiveness, policy, and performance.
Broad and / or in-depth knowledge of 1-2 areas of focus in clinical applications specialty area(s).
Knowledge of systems and functions, including design, development, implementation, user support and training, maintenance, quality assurance, and system testing and evaluation.
At least 2 years of experience in a highly regulated clinical healthcare environment.
Working knowledge of Clinical Communications Systems
Working knowledge of middleware systems

Responsibilities

Assist with resolving/troubleshooting issues (help pull log files, replicate, document).
Assist with escalations to the appropriate Customer or vendor contact.
Assist with escalation of issues regarding network or servers to the appropriate customer contact.
Track and trend Clinical Communications issues to institute process improvements where possible to reduce issue escalations.
Support new project development, including systems analysis, planning and preparation, testing and implementation and client coordination as needed.
Develop, support and maintain systems documentation and procedures as needed and provide training to other IT staff and user clients as appropriate.
Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported.
Assign, plan, manage and complete tasks with minimal supervision and coordinate multiple assignments concurrently.
Coordinate and participate directly in the support of infrastructural applications, including Troubleshoot problems end-to-end, identifying potential root cause, coordinating service/support between Clinical Engineering, IT, Network support, server support, medical device vendors, MDI application vendor and Apex application support.
Work with IT to coordinate security management process including risk and vulnerability analysis and related documentation associated with interconnected/integrated medical systems
Work with clinical and application stakeholders in developing specifications for new interfaces.
Test and provide quality control for implementation of patches, upgrades, and interfaces.
Meet weekly with the Clinical Communication team lead to prioritize workload
All other duties as may be assigned.