Associate iLEAD PowerUp Support Specialist

Job Requisition #: JR56023

End Date: 4/17/2021

Location: Newark, Delaware

Position Type: Professional

Shift: Day Shift, No Rotation

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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

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.

Benefits

ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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A Great Place To Live

Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located on the I-95 corridor between Philadelphia and Washington, D.C., our location provides easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

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We Serve Together

For the Love of Health

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