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Clinical Software Helpdesk Support

4 months ago

Amherst, United States NOMS Healthcare Full time
Job Summary:

Under the supervision of the Helpdesk Supervisor, this position will be responsible for first level troubleshooting and resolving helpdesk issues as they arise related to the Epic software and other third party applications. Remote position.

Essential Functions:

1. Knowledge of NOMS application workflows and the ability to teach them as needed.

2. Ability to resolve and escalate helpdesk tickets and calls to see that they are resolved appropriately and in a timely manner.

3. Work closely with the analyst team and EHR vendor helpdesk to escalate and resolve software problems appropriately and in a timely manner.

4. Assists users to identify software and procedural requirements.

5. Maintain excellent customer service while working with NOMS physicians and team members.

6. Assist analyst team with new user training, office workflow rounding, and new office onboarding as needed.

7. Ensures that the software functions efficiently on a daily basis and remains in safe functioning condition.

8. Stays abreast of leading-edge information technology, communications and healthcare software applications.

What You Need to Succeed:

1. Knowledge of Epic EMR.

2. Possess an understanding of workflows, policies, procedures, patient care and clinical business objectives and regulatory requirements.

3. Ability to be oriented to end-user support needs across multiple sites.

4. Strong leadership and communication skills, both written and oral.

Education and Experience:

1. High school education or GED.

2. Clinical license or certification preferred (RMA, CMA, LPN)

3. Minimum of two (2) years’ experience in a clinical or healthcare setting.

4. Electronic Health Record and/or Epic experience preferred.

Other:

1. Must be flexible, will include some evening hours.

2. Position could travel to outlying offices.

Environmental/Working Conditions:

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones. Minimal exposure to communicable diseases.

Physical/Mental Demands:

Normal office environment. Work is typically performed at a desk or table requiring the use of standard office equipment. Intermittent sitting, standing and stooping. May view computer screen for long periods of time. Work may be stressful at times. Interaction with others is constant and interruptive.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

NOMS is an equal opportunity employer committed to high standards of business conducted and civic responsibility. This includes our policy of offering fair and equal opportunities to every employee or applicant for employment regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation) age, national origin, disability or genetic information, or status as a Vietnam-Era or special disabled veteran, or any other protected classes, in accordance with applicable law.

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