This position reports to the Clinical Applications Manager. The IT Clinical Applications Support Coordinator is responsible for supporting the needs of clinical applications; providing remote and onsite support to users. They will apply proven problem solving, customer service, and communication skills to help identify, communicate and resolve end user issues. The IT Clinical Applications Support Coordinator must have a strong understanding of ambulatory clinical workflows and processes.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Provide phone support to users
- Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions
- Track and log all requests for service into ticket tracking system
- Resolve incidents and service requests
- Perform problem resolution research and document solutions
- Provide support during Go Lives and system upgrades
To perform the job successfully an individual should demonstrate the following competencies:
Analysis/Problem Assessment- Securing relevant information and identifying key issues and relationships from a base of information, relating and comparing data from different sources, and identifying cause-effect relationships.
Coaching- Facilitating the development of other's knowledge and skills, providing timely feedback and guidance to help them reach goals.
Compassion- The responsibility to put a patient's or person's interests first, including the duty not to harm, deliver proper care, and maintain confidentiality.
Communication- Expressing ideas effectively in individual and group situations (including nonverbal communication); adjusting language or terminology to the characteristics and needs of the audience.
Follow-up- Consistently maintaining a high activity or productivity level.
Initiative- Making active attempts to influence events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive.
Integrity- Maintaining and promoting social, ethical, and organizational norms is conducting internal and external business activities.
Judgement/ Problem Solving- Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
Patient Service Orientation- Proactively developing patient/customer relations by making efforts to listen and understand the customer and their needs (both internal and external); anticipating and providing solutions to customer needs; giving high priority to patient/customer satisfaction. Ensures appropriate follow up and is their advocate in determining solutions. The employee uses a variety of communication techniques to effectively express thoughts and ideas and to understand or influence.
Planning and Organizing/ Work Management- Establishing a course of action for self and/or others to accomplish a specific goal; planning proper assignments of personnel and appropriate allocation of resources.
Results Driven & Execution- Accountable for meeting or exceeding individual and/or department goals and objectives. Committed to producing results that will achieve company objectives. Sets priorities and organizes time to meet or exceed goals, follows up, and takes personal responsibility for results whether they are positive or negative.
Teamwork/Collaboration- Working effectively with team/work group or those outside formal line of authority (e.g., peers, senior managers) to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus; subordinating own objectives to the objectives of the organization or team. Listens to others and values opinions.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Two years of hands on EMR and other clinical applications experience. Strong knowledge of multi-specialty physician office business practices, clinical workflows, concepts and terminology to support IT clinical applications. Clinical background is preferred.
- Self-motivated, detail-oriented, problem solver
- Excellent oral, written communication and follow-up skills
- Excellent interpersonal relationship skills
- Drive for results
- Ability to prioritize
- Able to type quickly and accurately
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to calculate figures and amounts, as necessary.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
To perform this job successfully, an individual will have working knowledge and experience with Microsoft Office.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; reach with hands and arms; climb or balance and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate depending on business activity in the office.