CLINICAL INFORMATICS TECHNICIAN - TELECOM/USF AREA

The role of the Clinical Informatics Helpdesk Technician is to provide support for patient portal calls and incoming tickets through service now. The Clinical Informatics department is the central point of contact for all clinical application related incidents and service requests. The Clinical Informatics Helpdesk Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. Clinical Informatics staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person and self-service.

Key Responsibilities:

To serve as a SME for the patient portal and patient check-in platforms.
To respond to incidents regarding the clinical aspects of various clinical applications such as Athena, iScribe, and Radix. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality.
To diagnose and resolve clinical application issues.
To log and manage Helpdesk tickets in a timely manner.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of resolving the customers issues as soon as possible; escalating incidents to other support teams where necessary.
To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
To be a highly motivated team player with the skills and ability to manage changing priorities.
To create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
To work within the relevant legislation, policies, and procedures.
Walk customers through problem-solving processes.
To attend training courses as identified and agreed for appropriate development.
To follow up with customers and users to ensure complete resolution of issues.
To inform management of recurring problems.
Stay current with system information, changes, and updates.
Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
Assure compliance with all company plans, policies and procedures set forth by the Florida Orthopaedic Institute
All other duties as assigned.

Qualifications

Previous experience of working in a clinical application support role.
Knowledge of healthcare is a plus
Working knowledge of Microsoft Windows and Microsoft Office.
Computer literacy
Excellent organizational skills
Detail-oriented work ethic
Strong customer support
Demonstrates strong time management and the ability to work on multiple projects at once.
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Good attention to detail and ability to show initiative
Ability to plan and prioritize workload without supervision.