Clinical Informatics Support Analyst

Ivinson Memorial Hospital • Laramie, WY

1d • Onsite

About The Position

At Ivinson Memorial Hospital, we are committed to excellence, trust, healing, and integrity. We pride ourselves in providing compassionate, world-class care to our community. Ivinson aims to improve the care provided for our patients and create a work-life balance for our employees by creating a culture of transparency, teamwork, accountability, and trust. This role serves as an operational link between the local hospital and the affiliate health network (UCHealth) to facilitate communication, workflow alignment, and the rollout of software updates, enhancements, and feature releases across enterprise systems (EPIC). The analyst will leverage clinical experience and operational healthcare knowledge to evaluate technical challenges, understand clinical workflows, and recognize when complex requests or roadblocks require escalation to affiliate leaders. This position also acts as a project and request facilitator between local hospital end-users, local IT staff, and affiliate technical teams, proactively managing ongoing communications, providing regular status updates, ensuring alignment across all parties, and driving requests to completion. Additionally, the role involves coordinating and executing the lifecycle for user provisioning, role modifications, transfers, and de-activations across disparate network environments, partnering closely with local Human Resources, IT, and Affiliate Access teams to process Service Access Requests (SAR) in alignment with security policies and role-based access standards. The analyst will assist with managing, tracking, and triaging technical issues, service requests, and enhancement tasks across both local and affiliate Service Now ticketing systems, enforcing escalation protocols and adhering to service level agreements (SLAs) to ensure timely resolution. Collaboration with local IT staff, third-party software vendors, and affiliate technical support teams is crucial for troubleshooting, diagnosing, and resolving complex issues across enterprise-hosted applications and locally hosted ancillary healthcare systems. The role also includes assisting with local training programs for medical providers, clinical staff, administrative personnel, and students covering both local ancillary software and affiliate-hosted inpatient and/or outpatient clinical applications, as well as assisting with the management and verification of Business Continuity Access (BCA) workstations and offline EHR readiness tools. Direct support to hospital staff via telephone, email, and portal requests is provided, including triaging incoming clinical IT issues, assessing urgency, and dispatching tickets to appropriate tier-2/tier-3 local or affiliate engineering resources. Staying current on clinical software trends, health system updates, and regulatory changes is expected, with a proactive approach to recommending process improvements, workflow adaptations, and system enhancements to hospital leadership. Other duties as assigned by IT leadership to support hospital operations may also be required.

Requirements

• Clinical or healthcare operations experience in a hospital or ambulatory care environment (e.g., Nursing, Allied Health, or Clinical Informatics).
• Utilization of enterprise Electronic Health Record (EHR) systems in a clinical support or patient care capacity.
• Coordinating employee onboarding and role modifications across Human Resources and IT access teams.
• Conducting end-user software training and creating instructional materials for healthcare providers, clinical staff, and students.
• Managing cross-organizational communications and managing project deliverables from request intake to completion.
• Project Management skills and ability; Analyze, Plan, Test, Validate, Implement.
• Able to organize, develop and facilitate requests and projects.
• Utilizes the knowledge and skills of clinical practice to assist clients in determining clinical functions that are suitable for computer applications.
• Excellent customer service skills, including but not limited to: a friendly personality, tact, patience, empathy and a helpful, professional attitude both in person and on the telephone.
• Ability to effectively communicate with staff, managers and the general public verbally and in writing.
• Demonstrate effective listening skills.
• Organizational and multi-tasking skills, with the proven ability to establish priorities, manage competing deadlines, and drive project follow-up through completion.
• Analytical and problem-solving abilities, with the judgment to troubleshoot issues locally and recognize when to escalate complex challenges to affiliate engineering teams or leadership.
• Ability to work self-sufficiently without immediate supervision while remaining a collaborative, proactive team player across multi-disciplinary and multi-site teams.
• Ability to quickly learn, adapt to, and stay current on new clinical software programs, emerging health tech trends, and evolving affiliate system workflows.
• Ability to demonstrate complete ethical, legal, and professional accountability, maintaining strict confidentiality regarding hospital data, user credentials, and operational strategies.

Nice To Haves

• Bachelor’s degree or equivalent experience preferred.
• Active Allied Health Certification and/or License preferred.
• EPIC charting and documentation experience preferred.

Responsibilities

• Serve as an operational link between the local hospital and the affiliate health network (UCHealth) to facilitate communication, workflow alignment, and the rollout of software updates, enhancements, and feature releases across enterprise systems (EPIC).
• Leverage clinical experience and operational healthcare knowledge to evaluate technical challenges, understand clinical workflows, and recognize when complex requests or roadblocks require escalation to affiliate leaders.
• Serve as a project and request facilitator between local hospital end-users, local IT staff, and affiliate technical teams.
• Proactively manage ongoing communications, provide regular status updates, ensure alignment across all parties, and drive requests to completion.
• Coordinate and execute the lifecycle for user provisioning, role modifications, transfers, and de-activations across disparate network environments.
• Partner closely with local Human Resources, IT, and Affiliate Access teams to process Service Access Requests (SAR) in alignment with security policies and role-based access standards.
• Assist with managing, tracking, and triage of technical issues, service requests, and enhancement tasks across both local and affiliate Service Now ticketing systems.
• Enforce escalation protocols and adhere to service level agreements (SLAs) to ensure timely resolution.
• Collaborate with local IT staff, third-party software vendors, and affiliate technical support teams to troubleshoot, diagnose, and resolve complex issues across enterprise-hosted applications and locally hosted ancillary healthcare systems.
• Assist with the local training programs for medical providers, clinical staff, administrative personnel, and students covering both local ancillary software and affiliate-hosted inpatient and/or outpatient clinical applications.
• Assist with the management and verification of Business Continuity Access (BCA) workstations and offline EHR readiness tools to ensure continuous clinical operations and data access during network or cloud service disruptions.
• Provide direct support to hospital staff via telephone, email, and portal requests; triage incoming clinical IT issues, assess urgency, and dispatch tickets to appropriate tier-2/tier-3 local or affiliate engineering resources.
• Stay current on clinical software trends, health system updates, and regulatory changes; proactively recommend process improvements, workflow adaptations, and system enhancements to hospital leadership.
• Perform other clinical system coordination, administrative, or project-related duties as assigned by IT leadership to support hospital operations.

Benefits

• Full medical, dental, and vision insurance
• Retirement plans
• Paid time off
• Tuition reimbursement opportunities
• Medical, dental, and vision insurance
• Paid time off: take the time you need to recharge
• Retirement plans, including 403(b) matching
• Employer-paid life and long-term disability insurance
• Yearly work anniversary pay increases
• Education Reimbursement up to $5,000 annually
• Retirement plan participation
• Free certification classes: enhance your skills at no cost to you
• Health and Wellness discounts at local gyms
• Discounts at select mobile networks, local vendors, and Elitch Gardens
• Mental Health: 6 free confidential, in-person counseling sessions offered by Pathways annually
• Financial Counseling: free services through WellCents to help you take control of your financial journey
• Legal assistance and will preparation services
• Student Loan Forgiveness: Ivinson Memorial Hospital is a qualifying employer for the federal Public Service Loan Forgiveness (PSLF) program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree