This position provides technical support and workflow knowledge on a broad range of IT Clinical applications - including PowerChart and Revenue Cycle - used by providers and ambulatory office staff throughout the health system via on-site / remote support and help desk calls / inquiries. The analyst participates in implementations of standard computer applications by providing go-live support and will function as a first line of support to end-users predominantly during daytime business hours.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
Participates in and supports the goals and work of the Institute for Learning, Leadership and Development, working with Information Technology project managers, teams, and leadership to support the EMR and other technology systems for all levels of users (providers, managers, clinical staff, and office staff).
Serves as frontline support for caregivers using clinical applications. Troubleshoots inquiries and issues with the clinical applications submitted by providers and ambulatory office staff. Services can be provided on-site or via remote as needed.
Assists with at the elbow support within the practice / clinical area to support key implementations / go lives and new practices integrating to ChristianaCare or migrating to Cerner platform.
Attends new hire provider and project implementation training programs to assist with system access, setup, and configuration.
Conducts optimization sessions with end users via one-on-one and group sessions to ensure efficient and effective use of the electronic medical record system and workflows.
Researches, understands, and interprets processes, workflows and terminology in order to assist caregivers when they are calling with questions or issues.
Participates in project and team meetings, user acceptance testing sessions, and other methods to establish productive working relationships with departmental leaders, physician leaders, project managers, subject matter experts, end users and vendor(s) to aid in the support services being provided.
Participates in project lessons learned activities for post implementation programs and projects.
Logs all inquiries within ServiceNow application for tracking issues and caregiver learning needs. Ensures problem determination/resolution methods are efficient and reliable.
Identifies and pursues opportunities for improving customer service, while identifying problem trends and provide ideas that promote enhancements and efficiencies in supporting caregivers.
Keeps abreast of new technologies and applications being implemented in the clinical practices / organization.
Occasionally support implementation during non-working hours as needed.
Performs other related duties as required
EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor's degree or equivalent experience in a discipline related to clinical applications (e.g. Electronic Medical Record). An equivalent combination of education and experience may be substituted.
Previous employment or experience in a hospital or healthcare environment is preferred.
2+ years providing end-user / customer service support.
Demonstrated ability to work effectively in a diverse group at various levels of the organization
Internal Number: JR56023
About ChristianaCare Health System
ChristianaCare Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are ...positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.