Associate iLEAD PowerUp Support Specialist
End Date: 4/17/2021
Location: Newark, Delaware
Position Type: Professional
Shift: Day Shift, No Rotation
PRIMARY FUNCTION:
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
“Both as a patient and a caregiver, I have witnessed our core values of love and excellence firsthand.”
David Hoehn
Registered Nurse
“I am so proud to be a part of ChristianaCare due to its emphasis on our core values of Love and Excellence.”
Tabe Mase
Director, Employee Health
“What started out as a temporary assignment has taken me on a career journey as a Medical Assistant to my current role as a Social Worker.”
Luis Juarez
Social Worker
“During our COVID-19 response I witnessed each of us coming together, not only as individual teams, but as an organization.”
Nicole Maher
Administrative Services Coordinator
“For me, ChristianaCare is a place of personal growth.”
Joseph Jacobs
Conference Support AV/IT Analyst
“I have been with ChristianaCare for 9 years. Through these 9 years, I have really been able to grow my career and apply my talents within the company.”
Keysha Ferguson
Manager, Practice Operations
“ChristianaCare is deeply committed to professional development. As we seek new knowledge and continuously improve through feedback, we support our case managers through the achievement of professional certification in case management.”
Patty Resnik
Vice President, CareVio
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