Clinical IT Support Analyst (Remote / Hybrid)

Vanderbilt University Medical Center • Nashville, TN

1d • Hybrid

About The Position

Vanderbilt University Medical Center (VUMC), located in Nashville, Tennessee, is a global crossroads of teaching, discovery, and patient care, committed to an environment where individuals thrive and uniqueness is celebrated. VUMC's mission is to advance health and wellness through preeminent programs in patient care, education, and research. The Clinical Support Analyst role within VUMC IT CAST 10 provides remote and onsite support for clinical applications and systems, including EPIC. This position is responsible for troubleshooting, diagnosing, resolving, and documenting clinical application issues and workflows in a 24/7 environment. The analyst delivers Tier 1 and Tier 2 support, escalates complex issues as needed, and collaborates with clinical IT to ensure reliable system performance and continuity of patient care. VUMC IT provides hardware, software, and service solutions for the entire Medical Center, supporting over 40,000 workstations and offering application support, security, and protection of information. The Medical Center is the largest private employer in Middle Tennessee, with over 28,000 employees across various clinical, research, and administrative roles, operating multiple hospitals and hundreds of outpatient clinics. VUMC is recognized as a leading medical institution, nationally ranked in multiple specialties by US News and World Report, and is dedicated to personalizing the patient experience through a caring spirit and distinctive capabilities.

Requirements

• Bachelor's Degree (or equivalent experience)
• <1-year relevant experience
• Demonstrates fundamental competence in solving customer reported problems involving product availability.
• Able to use non-intuitive administrative tools to determine if problem is due to hardware, software or user knowledge.
• Has demonstrated a fundamental competence in solving customer reported problems involving hardware failures, application problems, and/or connectivity related issues support tools including intuitive (Case Base Reasoning) and non-intuitive (Library Reference System) knowledge base systems.
• Possesses sufficient fundamental proficiency to successfully demonstrate knowledge of Incident Tracking and Problem Reporting in practical applications of moderate difficulty.
• Writes problem reports that contain all the necessary information for clear, non-antagonistic communication to those responsible for fixing problems.
• Can effectively explain how to reproduce and analyze errors, as well as identify the type of error including coding, design issue and hardware.
• Makes simple suggestions for correction.

Responsibilities

• Provide primary support for the Electronic Medical Record System (EPIC) and clinical applications used for clinical operations.
• Troubleshoots, solves and documents incidents using the Pegasus ticketing system.
• Address recurring issues and proactively recognize potential issues by maintaining an in-depth knowledge of the EMR system, features, and requirements.
• Provide Tier Level 2 support (My Health Patient Portal, Synergy, Dragon, Responder 5, Mobile Heartbeat) as well as maintenance processes for core applications.
• Performs tasks that are typically routine that may impact team's performance with occasional guidance.
• Utilizes some discretion and research to solve routine problems.
• Applies knowledge of standards, established processes and procedure that apply to your own job.
• Provides guidance to entry level co-workers.
• Continuously improves own skills by identifying development opportunities.
• Seeks to understand colleagues' priorities, working styles and develops relationships across areas.
• Openly shares information with others and communicates in a clear and courteous manner.
• Invests time to understand the problems, needs of others and how to provide excellent service.
• Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner.
• Listens carefully to understand the issues and provides accurate information and support.
• Checks work quality before delivery and asks relevant questions to meet quality standards.
• Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department.
• Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service.
• Displays understanding of how personal actions will impact departmental resources.
• Uses accurate information and good decision making to consistently achieve results on time and without error.
• Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them.
• Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action.
• Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Benefits

• comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.
• professional growth
• appreciation of benefits
• sense of community and purpose

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees