Clincial Service Desk Lead, Application Specialist 3 - Full-time / Part-time

Responsible for the day to day administrative duties for key tasks within the Service Desk including problem coordination, phone and ticket queue management, and serves as the escalation point for tickets un-resolved by the Service Desk for clinical applications (primarily Epic) as well as serves as the single point of contact for clinical staff and business partners. As the Lead for the clinical support of the Service Desk, prioritizes the day-to-day competing priorities of the Service Desk and assigns Service Desk Clinical Specialists to address immediate needs of the customer. Assures the daily obtainment of Service Desk Service Levels through working with Supervisor to deliver consistent service to customers.Experience in a service desk environment as would typically be acquired in 6 to 8 years with 2 to 3 of those years at the Service Desk Specialist 3 level. Prior experience in a lead capacity preferred. Healthcare information technology industry experience preferred. 3 years of Epic knowledge, credentialed in a hospital system build of Epic. Excellent interpersonal and customer support skills including a clear speaking voice with excellent diction and tone. Proficient in developing documentation at a technical and user level. Strong experience in supporting applications and/or technology via phone, email, or chat. Excellent ability to multitask in a fast paced environment with changing priorities. Strong organizational skills and ability to determine workload priorities to complete tasks in a timely manner. Experience with the electronic health record in areas such as: build, configuration, master file maintenance (procedures, medications, decision support), and administration desired. Leadership skills including the ability to lead a team. Strong customer service focus in all decisions and actions. Demonstrated knowledge of health care operations, workflows, and structures preferred. General knowledge of EHR requirements and clinical systems in a large integrated delivery system.