Application Support Specialist
Job Number: HAFP-IT-662-01 (Leased Portage)
FTE: Full-time
Position Summary:
This position supports, in conjunction with the entire Upper Great Lakes Family Health Center IT department, on application support. This includes electronic medical record support, software, and basic general IT. Additionally, training of staff and development of training materials.
POSITION ACCOUNTABILITIES/COMPETENCIES*:
- Shows support of Upper Great Lakes Family Health Center.
- Ensures the delivery of excellent customer service.
- Complies with established policies and procedures, performance improvement program, safety, environment of care, management of information, and infection control standards.
- Perform analysis, diagnosis, and resolution of IT applications and records accordingly.
- Perform internal and external (vendor) escalation of issues and liaise with others (vendors, peers, etc.) as applicable.
- Collaborate with others to ensure efficient operation of organization technologies.
- Receive and respond to incoming calls, pages, and/or emails regarding IT problems, adds, changes, moves, etc. during normal work hours and per on-call/after-hour schedule.
- Performs other duties assigned.
- Complies with federal and state law and accrediting and licensing agents at all times to include, but not limited to OSHA and federal compliance regulations.
- Facilitates the integration of computer applications throughout the facility.
- Assist in the development and implementation of health Information Technology (HIT)
- Develops educational tools to support continuing user training on application systems.
- Update training materials for various training sessions (Orientation, Advanced Refresher Classes, Helpful Hints, and Frequently Asked Questions).
- Conduct classroom style and one-on-one training sessions with all levels of users as needed.
- Knowledge of standard configurations and specific templates and customization.
- Required travel to multiple sites to provide onsite support.
- Primary helpdesk resource for application support and ticket resolution. Assists customers to identify and resolve problems with the applications and interfaces. Assists with coordinating requests for system modifications and enhancements.
- Works with various vendors for issue resolution.
- Maintain knowledgebase to document application issues.
- Assists in the development of procedures to effectively utilize and integrate the application systems.
Education, Training, Licensing and Credentialing
Minimum
- Associates Degree in related field (Business, Computer or Healthcare)
- Ability to use and understand the functionality of various IT programs, and protocols, including but not limited to:
- Windows 7 (Pro/Enterprise) and Windows 10 (Pro/Enterprise)
- MS Office 2010 and up
- Remote Desktop
- Email (MS exchange/Office 365)
- EHR/EMR experience
- Basic knowledge of systems and general office workflow
- Experience working in healthcare environment
- Ability to learn workflow quickly
Required Certification/Licensure:
- None
Preferred
- Experience with E-Clinical Works
- Administration of and working knowledge of E-Clinical Works, similar EMR, and Internet/intranet configuration and support.
- Nursing degree/strong medical background
- Outpatient clinic experience
- Experience training all types of users.
Experience and Skills
Required:
- Must have ability to handle confidential information on a need-to-know basis as defined by Upper Great Lakes Family Health Center
- Computer Skills
- Exceptional Phone Skills
- Ability to work with minimal supervision
- High level of multi-tasking and prioritization
- Understanding of the theory of the field/profession, to the extent needed to select and apply new techniques or methods
- Knowledge of data analysis, systems design, problem identification, medical data processing practice
- Knowledge of computer configuration
- Skill over a broad range of functional information management
- Ability to separate problems into components and recognize underlying patterns and processes
- Skill in using communication methods to elicit information, negotiate, resolve problems, garner support, and coach
- Ability to resolve conflicts productively
- Ability to be oriented to end-use thinking
- Must possess customer service skills
- Experience and skills to present to group and adult learning situations
Physical Demands:
- Requires the ability to perform proper body mechanics.
- Requires infrequent climbing and crawling, occasional balancing, bending or stooping, and frequent sitting, standing and walking.
- Requires lifting and/or pushing, pulling, or carrying of objects weighing up to 50 pounds occasionally, frequently of objects weighing 10-20 pounds, and continuously of objects weighing 0-10 pounds.
- Manual dexterity and mobility.
- Sensory Perception-Able to hear speech and sounds, able to be at near vision acuity level, able to detect odors and able to speak fluent English.
Physical Demands, Working Conditions and Travel Requirements
Working Conditions:
- Requires the ability to work without direct supervision
- Required to communicate with physicians, patients, families, caregivers and the healthcare team
- Exposed to the risk of bloodborne diseases
- May be exposed to infections and contagious diseases
- Exposed to housekeeping/cleaning agents/chemicals
- Contact with patients under wide variety of circumstances
- Subject to varying and unpredictable situations
- Subject to many interruptions
- Occasional pressure due to multiple calls and inquiries
- Exposed to hazards from electrical/mechanical/power equipment
- Exposed to housekeeping/cleaning agents/chemicals
- Subject to varying and unpredictable situations
- Ability to work under stressful situations
- Handles emergency or crisis situations
- Subject to many interruptions
- Occasionally subject to long irregular hours
- Occasional pressure due to multiple calls and inquires
- Exposed to hot or noisy equipment
Travel Requirements
- Frequent travel required; local, region
