Clinical Service Desk Analyst I

Banner Health•Mesa, AZ

5d•Onsite

About The Position

This position provides IT clinical application customer support for EHR and related clinical applications in acute and ambulatory care settings. The analyst answers, logs, triages, and resolves customer issues and provides supplemental training through a centralized call center. The role also supports clinical application teams, work groups, committees, and project implementations, helping align EHR applications, design, management, and workflows with Banner Health’s direction. The analyst serves as a liaison between facilities or specialty areas, onsite clinical application support staff, and IT to communicate user needs and facilitate system modifications. The position supports users across the organization and works in a fast-paced, multitasked environment with competing priorities. It involves collaboration with IT, nursing, laboratory, project managers, physicians, leadership, staff, and vendors; participation on teams; and work toward published timelines and milestones. The posting describes this as an onsite position in Phoenix, Arizona, through Banner Staffing Services. Staffing Services assignments have no guarantee of hours and may conclude at any time. Registry/per-diem positions do not have guaranteed hours or a medical benefits package. A post-offer occupational health physical assessment, drug screen, and background check are required.

Requirements

Knowledge and experience equivalent to completing a bachelor's degree in computer science or a related business discipline, and one of the following: a license for a clinical position in a practicing state; certification in a clinical healthcare setting; or at least two years of work in a clinical environment and/or technical support for clinical applications.
Proficiency with system office applications and a basic understanding of integrated clinical systems.
Highly developed interpersonal and critical-thinking skills, including the ability to rapidly prioritize needs.
Ability to communicate clearly with diverse audiences verbally and in writing, promote change among large groups, coordinate information and activities, work under deadline pressure and frequent interruptions, and apply analytical problem-solving skills.
Ability to maintain familiarity with clinical care processes and information technology.
Effective written and verbal communication, presentation, and facilitation skills.
Experience in a multidisciplinary healthcare environment.
Demonstrated ability to work independently and contribute to a team.
Proficiency with personal computers and intermediate knowledge of word processing, spreadsheet, and other applicable office software.
Completion of a post-offer occupational health physical assessment, drug screen, and background check, including employment, criminal, and education checks.

Nice To Haves

Healthcare-related certifications or experience with electronic medical record systems, Cerner, Picture Archiving and Computer System, and/or related applications.
Depending on assigned area, applicable certifications and/or licensures such as PT/OT, RT, CHPA, CPP, ARM, RHIA, RHIT, CHFM, CCS, or CPC.
Additional related education and/or experience.

Responsibilities

Maintain current knowledge of healthcare IT trends, computer hardware and software developments, nursing practices, regulatory standards, and organizational direction.
Answer, resolve, document, and triage incoming calls, emails, and instant messages to the Clinical Service Desk queue in a timely manner.
Receive and resolve escalated incidents; work with customers, departments, and vendors toward first-call resolution; document interactions in problem-tracking systems; and escalate issues as needed.
Advocate for technology solutions that support patient-care standards and outcomes, resolve conflicts between workflows and the EHR, and use technology in ways that maintain patient safety and confidentiality.
Collaborate with clinical application, education, and IT teams to identify, investigate, track, and resolve project, system, and application issues.
Use online procedures, solutions, and knowledge databases; assist with peer training and serve as a resource to staff.
Support projects and implementations, participate in post-implementation change evaluation, communicate with clinical information system users, and immediately escalate critical issues to leadership.
Work with internal and external customers and multidisciplinary teams to meet project timelines and milestones, serving as a change agent throughout projects.