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RN Clinical Information Service Desk Analyst - Remote - 149592
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | phoenix, Arizona |
About this job
Banner Health's IT Support Desk Department is currently looking for an RN Clinical Informatics Service Desk Analysts. This is a remote EMR support position, based off of a call center work model. Employees must live within 30 minutes of a Banner intouch capable facility.
The ideal candidate must have the below qualifications:
Extensive experience supporting multiple EMR systems using remote tools.
Strong verbal customer service skills.
General IT knowledge
Preferred Qualifications
One year or more of Cerner Electronic Medical Record system experience. Bachelor's degree in Nursing. Certification in Nursing Informatics. Previous experience in a large volume or complex technology call/support center.
Schedule
This position's schedule will primarily be a four consecutive 10 hour shifts working 3 P.M. to 1:30 A.M. Arizona Time on a 4 week rotating schedule. Weekends will be required every third month. However, it may be required to work various shifts as schedule and call volumes dictate.
Applications from AZ, CO, NE, NV and WY will be accepted.
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About Banner Health Corporate
Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.
About Banner Health
Banner Health is a comprehensive, award-winning, nonprofit health system with facilities in seven western states. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices, and much more, our skilled and compassionate professionals use the latest technology to change the way care is provided. The many locations, career opportunities and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.
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Job Summary
This position provides Clinical Informatics customer support expertise for EMR/EHR and other related clinical applications. The scope of this coverage includes both Acute and Ambulatory care settings. The incumbent answers, logs and resolves customer issues and provides supplemental training via a centralized, remote call center structure. In addition incumbents provide informatics support for various teams, work groups, committees, and project implementations. This position supports the organizational vision and direction for Banner Healths EMR/EHR applications, design, management, and related workflow. The CORE Clinical Informatics Coordinator serves as a liaison between the facility or specialty area, onsite clinical support staff, and the Information Technology team to communicate user needs and facilitate system modification to meet user needs.
Essential Functions Maintains up-to-date knowledge of trends and advances in the field of Healthcare Informatics, as well as new developments in computer hardware and software technology. Maintains up-to-date knowledge of nursing practices, regulatory standards, and organizational direction. Utilizes this knowledge in supporting users and process teams.
Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Electronic Medical Record 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 system. Escalates user issues as needed by contacting the appropriate area. Updates the problem tracking system as necessary.
Supports staff in the use of existing technology in a manner which promotes maintenance of patient safety and confidentiality and supports facility-specific and system-wide processes and principles.
Collaborates closely with other Clinical Informatics, Education, and IT teams to identify, investigate, track, and resolve project, system or application issues ensuring the solution is timely and of acceptable quality.
Assists in developing and utilizing 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. Participates in post implementation change evaluation, develops, and implements action plans and supports users in maintaining changed work flow and technological processes. Coordinates customer communication, testing, and support with IT application and onsite teams for scheduled and unscheduled downtimes.
Performs communicator functions. Develops and evaluates the effectiveness of communication tools and processes. Regularly updates team members regarding current status, issues and trends related to the use of clinical information systems. Immediately escalates critical issues to leadership. Maintains a line of communication to all users of clinical information systems.
Performs Decision Support and Outcomes Coordinator functions. Develops, coordinates, facilitates and plans on-going information system evaluation including: user accuracy, data integrity, and system reliability to support decisions and coordinate outcomes. Provides application testing for system enhancements. Participates in post implementation change evaluation, and develops and implements action plans and supports users in maintaining changed work flow and technological processes. Coordinates with other IT personnel regarding downtime.
Minimum Qualifications
The incumbent must be a Registered Nurse (R.N.) with licensure in practicing state.Must possess 2-4 years of clinical experience. Must possess diverse clinical knowledge and technology aptitude as normally obtained through the completion of a bachelor's degree in a related field or equivalent related experience.
Must be proficient in the use of system office applications. Must possess a basic understanding of integrated clinical systems. Must have highly developed interpersonal and critical thinking skills with the ability to prioritize needs rapidly. This position requires the ability to convey messages and thoughts clearly to a diverse audience, using both verbal and written mediums. Requires the ability to promote change among large groups of workers. Requires the ability to coordinate information and activities, work under stress of deadlines and frequent interruptions, and to possess analytical problem solving skills. Requires the maintenance of familiarity with clinical care processes and information technology.
Must possess effective written/verbal communication, presentation, and facilitation skills. Must have experience in a multidisciplinary health care environment. Demonstrate ability to work independently and a team contributor. Must be proficient on personal computers and have intermediate knowledge of word processing, spreadsheet and other applicable office software.
Preferred Qualifications
One year or more of Electronic Medical Record systems experience.Bachelors degree in Nursing. Certification in Nursing Informatics.Previous experience in a large volume or complex technology call/support center.
Additional related education and/or experience preferred.
The ideal candidate must have the below qualifications:
Extensive experience supporting multiple EMR systems using remote tools.
Strong verbal customer service skills.
General IT knowledge
Preferred Qualifications
One year or more of Cerner Electronic Medical Record system experience. Bachelor's degree in Nursing. Certification in Nursing Informatics. Previous experience in a large volume or complex technology call/support center.
Schedule
This position's schedule will primarily be a four consecutive 10 hour shifts working 3 P.M. to 1:30 A.M. Arizona Time on a 4 week rotating schedule. Weekends will be required every third month. However, it may be required to work various shifts as schedule and call volumes dictate.
Applications from AZ, CO, NE, NV and WY will be accepted.
---
About Banner Health Corporate
Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.
About Banner Health
Banner Health is a comprehensive, award-winning, nonprofit health system with facilities in seven western states. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices, and much more, our skilled and compassionate professionals use the latest technology to change the way care is provided. The many locations, career opportunities and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.
---
Job Summary
This position provides Clinical Informatics customer support expertise for EMR/EHR and other related clinical applications. The scope of this coverage includes both Acute and Ambulatory care settings. The incumbent answers, logs and resolves customer issues and provides supplemental training via a centralized, remote call center structure. In addition incumbents provide informatics support for various teams, work groups, committees, and project implementations. This position supports the organizational vision and direction for Banner Healths EMR/EHR applications, design, management, and related workflow. The CORE Clinical Informatics Coordinator serves as a liaison between the facility or specialty area, onsite clinical support staff, and the Information Technology team to communicate user needs and facilitate system modification to meet user needs.
Essential Functions Maintains up-to-date knowledge of trends and advances in the field of Healthcare Informatics, as well as new developments in computer hardware and software technology. Maintains up-to-date knowledge of nursing practices, regulatory standards, and organizational direction. Utilizes this knowledge in supporting users and process teams.
Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Electronic Medical Record 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 system. Escalates user issues as needed by contacting the appropriate area. Updates the problem tracking system as necessary.
Supports staff in the use of existing technology in a manner which promotes maintenance of patient safety and confidentiality and supports facility-specific and system-wide processes and principles.
Collaborates closely with other Clinical Informatics, Education, and IT teams to identify, investigate, track, and resolve project, system or application issues ensuring the solution is timely and of acceptable quality.
Assists in developing and utilizing 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. Participates in post implementation change evaluation, develops, and implements action plans and supports users in maintaining changed work flow and technological processes. Coordinates customer communication, testing, and support with IT application and onsite teams for scheduled and unscheduled downtimes.
Performs communicator functions. Develops and evaluates the effectiveness of communication tools and processes. Regularly updates team members regarding current status, issues and trends related to the use of clinical information systems. Immediately escalates critical issues to leadership. Maintains a line of communication to all users of clinical information systems.
Performs Decision Support and Outcomes Coordinator functions. Develops, coordinates, facilitates and plans on-going information system evaluation including: user accuracy, data integrity, and system reliability to support decisions and coordinate outcomes. Provides application testing for system enhancements. Participates in post implementation change evaluation, and develops and implements action plans and supports users in maintaining changed work flow and technological processes. Coordinates with other IT personnel regarding downtime.
Minimum Qualifications
The incumbent must be a Registered Nurse (R.N.) with licensure in practicing state.Must possess 2-4 years of clinical experience. Must possess diverse clinical knowledge and technology aptitude as normally obtained through the completion of a bachelor's degree in a related field or equivalent related experience.
Must be proficient in the use of system office applications. Must possess a basic understanding of integrated clinical systems. Must have highly developed interpersonal and critical thinking skills with the ability to prioritize needs rapidly. This position requires the ability to convey messages and thoughts clearly to a diverse audience, using both verbal and written mediums. Requires the ability to promote change among large groups of workers. Requires the ability to coordinate information and activities, work under stress of deadlines and frequent interruptions, and to possess analytical problem solving skills. Requires the maintenance of familiarity with clinical care processes and information technology.
Must possess effective written/verbal communication, presentation, and facilitation skills. Must have experience in a multidisciplinary health care environment. Demonstrate ability to work independently and a team contributor. Must be proficient on personal computers and have intermediate knowledge of word processing, spreadsheet and other applicable office software.
Preferred Qualifications
One year or more of Electronic Medical Record systems experience.Bachelors degree in Nursing. Certification in Nursing Informatics.Previous experience in a large volume or complex technology call/support center.
Additional related education and/or experience preferred.