Job Summary
Responsible for somewhat complex clinical application support and implementation within the Information Service Department. Serves as a liaison between the IT Department and operations to align system design with operational processes. This includes data collection, workflow analysis, system configuration, testing, and support. Participates in application deployment and procedure documentation. Ensures that the software build meets organizational goals and external regulatory mandates. Demonstrates enhanced computer operational skills. Should be able to perform somewhat difficult application diagnostics and troubleshooting. Must be able to apply software fixes or perform upgrades to existing systems. Must be able to demonstrate and an understanding of backup and recovery methods, general operating system functionality, and change control process. Demonstrates the ability to follow I/S Departmental and CAMC Organizational governance commitments including (but not limited to) ticket management, training, testing, implementing, and validating service requests and/or requested modifications through the departments change control process. Supports basic computer system capabilities by studying technical applications and hardware; following support recommendations based on hardware integration availability from vendor and knowledge of enterprise patient care workflows. Ensures the performance, resources, and reliability of hardware and software integrations to meet department needs. May acquire, install, or upgrade computer components and software; provide routine automation; troubleshoot; train and/or supervise staff; or offer technical support for projects for assigned applications. Demonstrates a basic understanding and adheres to departmental processes for change control. Maintains a level of cybersecurity knowledge sufficient to securely accomplish their job duties.
Responsibilities
1. Utilizes procedures and detailed instructions to perform routine support and implementation work. 2. Provide application support to customers either directly or via help desk tickets. 3. Resolves incidents and service tickets according to agreed upon SLA's and assigned timelines. 4. Provides knowledge of product features, functionality and utilization of the application software. 5. Achieves application software/hardware objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action. 6. Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing and/or new hardware and programs. 7. Performs system build and testing for software lifecycle activities. Ensures quality outcomes and assesses integrated impact. 8. Identify project issues and risks and resolve or escalate as appropriate. 9. Maintains system/hardware capability by testing application and computer components. 10. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional 11. Maintains and creates documentation as needed. Acts as a resource to end users and team members with regard to application utilization in context with workflow. 12. Evaluates expansions or enhancements by studying work load and capacity of computer system and works with appropriate teams for network connectivity. 13. Must understand backup and recovery methods for assigned application(s) and underlying operating systems of those application(s). 14. On call as needed 15. Flexible hours when needed 16. All other duties as assigned.
Knowledge, Skills & Abilities
Patient Group Knowledge (Only applies to positions with direct patient contact) The employee must possess/obtain (by the end of the orientation period) and demonstrate the knowledge and skills necessary to provide developmentally appropriate assessment, treatment or care as defined by the department's identified patient ages. Specifically the employee must be able to demonstrate competency in: 1) ability to obtain and interpret information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients. Competency Statement Must demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist. Common Duties and Responsibilities (Essential duties common to all positions) 1. Maintain and document all applicable required education. 2. Demonstrate positive customer service and co-worker relations. 3. Comply with the company's attendance policy. 4. Participate in the continuous, quality improvement activities of the department and institution. 5. Perform work in a cost effective manner. 6. Perform work in accordance with all departmental pay practices and scheduling policies, including but not limited to, overtime, various shift work, and on-call situations. 7. Perform work in alignment with the overall mission and strategic plan of the organization. 8. Follow organizational and departmental policies and procedures, as applicable. 9. Perform related duties as assigned.
Education
• Bachelor's Degree (Required) Education: Degree should be in computer science, business administration, healthcare administration or other related field or equivalent work experience in related field Experience: Greater than 2 years' experience working with clinical electronic health record or other clinical software applications within the healthcare industry. Cerner experience preferred Comment: Certification preferred
Credentials
• No Certification, Competency or License Required (Required)
Work Schedule: Days
Status: Full Time Regular
Location: Northgate-400 Association Dr.
Location of Job: US:WV:Charleston
Talent Acquisition Specialist: Lisa J. Craft lisa.craft@vandaliahealth.org