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RN Clinical Service Desk Analyst I

3 months ago

Phoenix, United States Banner Health Full time

Primary City/State:

Arizona, Arizona

Department Name:

IT Clinical Care-Corp

Work Shift:

Night

Job Category:

Information Technology

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care - and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you.

We are currently seeking a RN Clinical Service Desk Analyst to support Banner Health's Electronic Health Record users throughout the Banner System. As part of this team, the RN Clinical Service Desk Analyst will be providing remote support to providers, nurses, and support staff in the use of the electronic health record for documentation of care given to patients in the acute and ambulatory settings.

This team supports the end users 24/7 and schedules may be subject to change as support needs change. This team primarily supports the Cerner Millennium electronic health record suite which includes but is not limited to PowerChart, Revenue Cycle, and Ambulatory. In this role, you will also need to possess basic hardware troubleshooting skills to assist in first line issue resolution. You will offer expert electronic health record knowledge to providers and support to ensure that we are making healthcare easier for our patients, so that their lives can be easier.

This is a fully remote position and available if you live in the following states only: AK, AR, AZ, CA, CO, FL, GA, IA, ID, IN, KS, KY, MD,MI, MN, MO, MS, NC, ND, NE, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WV, WA, WI & WY.

The hours for this position are 7pm-5:30am AZT Wednesday - Saturday.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life.

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.

POSITION SUMMARY

This position provides IT Clinical Application customer support expertise for 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. Incumbent will serve as the subject matter expert in complex clinical workflows as they relate to systems and processes. Applies nursing standards as they collaborate with IT teams and user groups to develop and deploy best practices. Incorporates critical thinking and knowledge of clinical decision making into the support of software and IT processes. The RN Clinical Service Desk Analyst II serves as a liaison between the facility or specialty area, onsite clinical application support staff, and the Information Technology team utilizing their broad understanding of clinical venues and user groups to communicate needs and facilitate system modification to meet user needs.

CORE FUNCTIONS

1. Maintains up-to-date knowledge of trends and advances in the field of Healthcare IT, as well as new developments in computer hardware and software technology. Applies evidence-based research practices to maintain up-to-date knowledge of trends and advances in the field of healthcare IT. Maintains up-to-date knowledge of nursing practices, regulatory standards, and organizational direction. Utilizes this knowledge to assist in the development of tools and resources to support team member and peers. Utilizes data analytics to identify trends and opportunities to enhance user support.

2. 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. Assist in the coordination of the team to proactively identify and 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. Applies nursing standards to perform outcome coordinator functions. Promotes holistic understanding of the application of technology to improve clinical workflows and patient care. Provides clinical knowledge to perform remote support across various user groups and complex care delivery settings. Collaborates with IT and Informatics partners to support first call resolution of customers contacts and escalations. Brings clinical expertise to support all levels of clinical staff and providers on new and existing IT clinical applications.

3. Assists staff in the use of existing technology in a manner which promotes maintenance of patient safety and confidentiality and assists with facility-specific and system-wide processes and principles. Performs Advocate functions to ensure technology solutions support patient care standards and outcomes. Supports all levels of staff and providers across venues and care delivery teams to promotes maintenance of patient safety and confidentiality.

4. Applies knowledge of clinical workflows and patient care standards to collaborate 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. Influences partners in cross-team collaboration to ensure system-wide goals are met.

5. 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 and participates in post implementation change evaluation. Performs communicator functions. Immediately escalates critical issues to leadership and applies nursing knowledge to effectively identify the patient impact. Maintains a line of communication to all users of clinical information systems.

6. Provides support for various projects and implementations. Participates in post implementation change evaluation, develops, and implements action plans and supports users in maintaining changed workflow and technological processes. Assists with coordination of customer communication, testing, and support with IT application and onsite teams for unscheduled downtimes.

7. Assists with communicator functions for internal teams. Participates in the Development and evaluation of the effectiveness of communication tools and processes. Responsible for regular updates for team members regarding current status, issues and trends related to the use of clinical information systems. Responsible for maintaining communication to all users of clinical information systems.

8. This position has responsibility for selected information applications or systems. Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities to the urgency of the issue and or application. This position must interact with and support all levels of customers both internal and external throughout the system or specialty area. Customers can be defined as but, not limited to: All levels of management, IT staff, medical providers, other healthcare team members, and vendors. A key component of this job is to be able to participate on teams effectively; work in partnership with numerous departments, e.g. IT, Nursing, Laboratory, Project Managers, Physicians, leadership and staff to meet published timelines and milestone dates in conjunction with other team members. Must be a change agent throughout the scope of all projects.

MINIMUM QUALIFICATIONS

Incumbents must possess knowledge and experience equivalent to completion of a bachelor's degree in computer science or related business discipline; and have an active RN license for a clinical position in a practicing state.

Must have three to five years experience working within a complex and diverse health care setting.

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

Bachelor's Degree in Nursing; Certification in Nursing Informatics preferred.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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