Clinical Service Desk Analyst I

Banner Health•Phoenix, AZ

1d•$34 - $56•Remote

About The Position

Banner Staffing Services is seeking a Clinical Service Desk Analyst to support Banner Health’s Electronic Health Record users throughout the Banner System. This role provides remote support to providers, nurses, and support staff in the use of the electronic health record for documentation of care given to patients in acute and ambulatory settings. The team supports end users 24/7, and schedules may change based on support needs. The primary support is for the Cerner Millennium electronic health record suite, including applications like PowerChart, PowerChart Maternity, Revenue Cycle, and Ambulatory, as well as tools such as Dragon Medical One, Clinical Connectivity, and Bar Code Medication Administration. Basic hardware troubleshooting skills are also required for first-line issue resolution. The analyst will offer expert electronic health record knowledge to providers and support to ensure healthcare is made easier for patients.

Requirements

Completion of a bachelor’s degree in computer science or related business discipline; or certification in a clinical healthcare setting; or at least 2 years working in a clinical environment and/or providing technical support for clinical applications.
Healthcare related certifications or experience in electronic medical record systems or Cerner, Picture Archiving and Computer System and/or related applications.
Proficient in the use of system office applications.
Basic understanding of integrated clinical systems.
Highly developed interpersonal and critical thinking skills with the ability to prioritize needs rapidly.
Ability to convey messages and thoughts clearly to a diverse audience, using both verbal and written mediums.
Ability to promote change among large groups of workers.
Ability to coordinate information and activities, work under stress of deadlines and frequent interruptions, and possess analytical problem-solving skills.
Maintenance of and familiarity with clinical care processes and information technology.
Effective written/verbal communication, presentation, and facilitation skills.
Experience in a multidisciplinary health care environment.
Demonstrated ability to work independently and as a team contributor.
Proficient on personal computers and intermediate knowledge of word processing, spreadsheet, and other applicable office software.
Minimum of 3 years of Banner Cerner EHR experience (such as a “super user”).
Excellent communication/troubleshooting skills.
Must live in one of the following states: AZ, CA, CO, NE, NV, WY.

Nice To Haves

Depending upon assigned area of responsibility, position requires applicable certifications and/or licensures, including but not limited to: RN/LPN; Certified PACS Associate (CPAS); PT/OT; RT; Certified Healthcare Protection Administrator (CHPA); Certified Protection Professional (CPP); Associate in Risk Management (ARM); Registered Health Information Administrator (RHIA); Registered Health Information Technologist (RHIT); Certified Healthcare Facility Manager (CHFM); Certified Coding Specialist (CCS); Certified Professional Coder (CPC).
Additional related education and/or experience preferred.

Responsibilities

Maintains up-to-date knowledge of trends and advances in Healthcare IT, computer hardware and software technology, nursing practices, regulatory standards, and organizational direction.
Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Clinical Service Desk queue in a timely fashion.
Receives and resolves escalated incidents from other work groups.
Interacts with the customer, department, and vendor support to facilitate first call problem resolution.
Documents interactions with customers using problem tracking systems.
Escalates user issues as needed by contacting the appropriate area.
Updates the problem tracking system as necessary.
Performs Advocate functions to ensure technology solutions support patient care standards and outcomes.
Resolves conflicts between workflows and the electronic health record.
Uses existing technology in a manner which promotes maintenance of patient safety and confidentiality.
Collaborates closely with other IT Clinical Application, Education, and IT teams to identify, investigate, track, and resolve project, system, or application issues ensuring the solution is timely and of acceptable quality.
Utilizes on-line procedures, solutions, and knowledge databases.
Assists with training of peers and acts as a resource for other staff members.
Provides support for various projects and implementations and participates in post implementation change evaluation.
Performs communicator functions.
Immediately escalates critical issues to leadership.
Maintains a line of communication to all users of clinical information systems.
Supports all levels of customers both internal and external throughout the system or specialty area.
Participates on teams effectively.
Works in partnership with numerous departments (e.g., IT, Nursing, Laboratory, Project Managers, Physicians, leadership and staff) to meet published timelines and milestone dates.
Acts as a change agent throughout the scope of all projects.