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Clinical Applications Support Specialist - Information Technology - Silver Stream

Wilmington Health

Clinical Applications Support Specialist - Information Technology - Silver Stream

Wilmington, NC
Paid
  • Responsibilities

    ABOUT WILMINGTON HEALTH

    Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.

     

    PURPOSE:

    Provide first-level technical support for issues related to clinical support applications including the PMS, EHRS, ancillary/third-party systems, and grant-supporting applications during clinic hours and within the on call schedule.

     

    ESSENTIAL DUTIES/RESPONSIBILITIES:

    • Use independent judgment to address and resolve Clinical Application issues

    • Exercise independent judgment to determine the appropriate course of action to take based on analytical thinking and best practices.

    • Providing clinical applications training to customers both on site and remotely, as well as creating and implementing support training information (workflows, user guides, e-learning courses)

    • Take the appropriate course of action critical to the customer’s operation of the software or system in order to resolve problems and issues identified.

    • Providing phone support to customers and colleagues on the clinical operation of clinical systems

    • Conduct monthly onsite EHR training for new employees during orientation

    • Assist with application testing and troubleshooting for system upgrade processes

     

    POSITION SPECIFIC DUTIES

    • Supports the ongoing implementation, configuration, training, and support of all clinical and customer-facing applications. As a member of the healthcare IT team, interacts directly with clinical staff to train/support/troubleshoot systems necessary to maximize the efficiency, effectiveness, and efforts of clinical personnel to provide the highest levels of patient care in line with core objectives.
    • Manage and maintain user access security credentials to clinical systems. Set up new users and perform moves/adds/changes in accordance with minimum access security in support of agency policies and related regulations.

     

    OTHER DUTIES:

    • Involves typing, talking, hearing, seeing, and repetitive motions.
    • Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects.
    • Travel between clinic locations throughout the Wilmington area is required on a daily basis. The ability to work an “on call” rotation involving being available to respond to telephone calls requesting assistance and/or physically responding to a clinic location during evening hours and weekends is required.
    • Other Duties as Assigned

    Required Skills

    CLINICAL APPLICATIONS SUPPORT SPECIALIST COMPETENCIES

    GENERAL

    1. Customer Service
    2. Professionalism/Integrity/Responsibility
    3. Teamwork/Process Focus
    4. Dependability/Punctuality
    5. Interpersonal Relationships/Communication
    6. Judgment/Decision Making/Problem Solving
    7. Quality/Quantity
    8. Initiative
    9. Safety/Housekeeping
    10. Organizational Skills/Time Management

     

    DEPARTMENT SPECIFIC

    Knowledge of:

    • Principles of computer hardware, software, and networking
    • General programming techniques
    • Data management principles
    • Troubleshooting computer hardware, software, and networking
    • Hardware, software, and services vendors
    • Customer service techniques
    • Work monitoring techniques
    • Various software applications with emphasis on electronic medical records and practice management software
    • Internet concepts
    • Basic business principles

    SKILL IN:

    • Assigning and monitoring work
    • Analyzing end-user system and program needs
    • Configuring clinical systems and software
    • Excellent customer service skills
    • Excellent communication skills (written and verbal)
    • Experience of working in a fast paced commercial or clinical environment

     

    ADA PHYSICAL DEMANDS:

    Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day)

    PHYSICAL DEMAND

    FREQUENCY

     

    Standing

     Frequently

     

    Sitting

    Continuously

    Walking

    Occasionally

    Kneeling/Crouching

    Occasionally

    Lifting

    Occasionally

    Required Experience

    QUALIFICATIONS

     

    REQUIRED:

    • 2+ years of electronic health record software support experience or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above
    • Valid NC Driver’s License

     

    PREFERRED:     

    • Bachelor’s Degree in Computer Science or a closely related field
    • Knowledge of HL7 interfaces, API integration, reporting tools, HIPAA regulations preferred.
  • Qualifications

    CLINICAL APPLICATIONS SUPPORT SPECIALIST COMPETENCIES

    GENERAL

    1. Customer Service
    2. Professionalism/Integrity/Responsibility
    3. Teamwork/Process Focus
    4. Dependability/Punctuality
    5. Interpersonal Relationships/Communication
    6. Judgment/Decision Making/Problem Solving
    7. Quality/Quantity
    8. Initiative
    9. Safety/Housekeeping
    10. Organizational Skills/Time Management

     

    DEPARTMENT SPECIFIC

    Knowledge of:

    • Principles of computer hardware, software, and networking
    • General programming techniques
    • Data management principles
    • Troubleshooting computer hardware, software, and networking
    • Hardware, software, and services vendors
    • Customer service techniques
    • Work monitoring techniques
    • Various software applications with emphasis on electronic medical records and practice management software
    • Internet concepts
    • Basic business principles

    SKILL IN:

    • Assigning and monitoring work
    • Analyzing end-user system and program needs
    • Configuring clinical systems and software
    • Excellent customer service skills
    • Excellent communication skills (written and verbal)
    • Experience of working in a fast paced commercial or clinical environment

     

    ADA PHYSICAL DEMANDS:

    Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day)

    PHYSICAL DEMAND

    FREQUENCY

     

    Standing

     Frequently

     

    Sitting

    Continuously

    Walking

    Occasionally

    Kneeling/Crouching

    Occasionally

    Lifting

    Occasionally

  • Industry
    Hospital and Health Care