Pacs Admin IV

Albany Medical Center • Albany, NY

1d • Hybrid

About The Position

The PACS Administrator provides onsite and remote support for all PACS-like systems, taking ownership of all PACS related issues regardless of escalation path and working to resolution utilizing all skills, experience, training, documentation, and resources. The administrator escalates and notifies Albany Med employees and management appropriately according to documented standard operating procedures. This role is responsible for providing an exemplary customer service experience for all Albany Med PACS users and acts as a liaison between the customer and Information Technology (IT) to resolve reported issues. The PACS Administrator will fulfill any project-based or new request for services assigned within agreed upon timelines. The PACS Administrator – Level IV will have extensive onsite field support experience or the corresponding knowledge/skillsets required for the role. This individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation, and training to resolve issues. They will receive little supervision and will have latitude in decision making on resolving issues. The individual is expected to escalate systemic issues that are appropriate to communicate to senior peers or management, while still taking ownership of any issue that needs to be resolved and using their experience and knowledge to determine and fulfill the resolution. The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Requirements

• Extensive onsite field support experience or the corresponding knowledge/skillsets required for the role
• Knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues
• Knowledge of and excel at providing customer service
• Exemplary personal work ethic
• Ability to work effectively and efficiently
• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology and PACS administrative duties
• Ability to maintain confidentiality by using and communicating information only as needed to perform one’s duties

Responsibilities

• Respond to and resolve issues reported by customers or engage/escalate issues to point of resolution escalating, when needed, to senior peers
• Provide troubleshooting support, configuration, and calibration of radiologist work stations, radiology technician workstations, and diagnostic monitors
• Install computers, printers and other desktop equipment and software to support enterprise PACS needs
• Provide key input, and incorporates customer service standards into all daily work flows and actions
• Work as part of a team to meet goals set forth by Information Technology management
• Attend regular key Information Technology planning sessions/meetings
• Exceed documented and communicated statistical metrics that drive overall departmental performance
• Take ownership of issue and incident resolution
• Provide all support actions that assist in the betterment of the end user experience
• Provide direction for PACS Administrator – Levels I, II and III
• Provide direction and supervision to other IT and non-IT staff and vendors for PACS related projects and work
• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology and PACS administrative duties
• Ensure closure of customer reported issues by confirmation with said customer of their satisfaction
• Provide best effort support for non-standard applications and hardware
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
• Provide documentation, policy and procedure standards for the enterprise PACS and radiology computing environment
• Identify and evaluate information technology tools for potential implementation
• Act as a liaison between the customers and Information Technology to resolve any issues with the end user experience
• Assist in designing and managing the enterprise PACS and radiology computing environment
• Perform project management on ad-hoc technical projects
• Provide system administrator level support for other non-PACS clinical and support applications as necessary
• Provide on-call, extended weekday and weekend support for on-site and off-site locations, as warranted by critical business requirements
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
• Perform other duties or assignments as designated by management and/or senior peers

Benefits

• Excellent health care coverage with no copay at Albany Medical Center providers
• A wide array of services and programs to support emotional, physical, and mental wellbeing

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees