Clinical Informatics Technician

Position Summary:  

The Clinical Informatics department is the central point of contact for all clinical application related incidents and service requests. 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 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. 

 

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. 

 

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 customer’s 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 becom