Clinical Support Analyst
Clinical Support Analyst
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1 Vacancy
Job Description
Job Summary
Provide Epic and other clinical system support to Physician APP RN and other licensed staff regarding workflows access or other issues. Partner with other provider support teams on new issues and/or resolutions. The analyst interacts with customers typically over the phone to gather information analyze their issue provide guidance to incident resolution and if necessary forward/assign the issue to the appropriate next levels of IT support. The analyst conducts analysis as needed to support leadership escalation new trends identification or to define end user impact. The analyst needs monitor communication regarding changes in the environment including security tools applications workflows or any other change that could result in issues experienced by our customers. The analyst continues to learn new applications as part of the Corewell ecosystem. During the analysts day multiple tools will be needed to assist with troubleshooting and resolution including: ServiceNow SailPoint Workday Logmein (GoTo) SCCM Active Directory Users & Computers (ADUC) PING Admin Duo Admin Azure Citrix Director Epic EMR inpatient and ambulatory support including MyChart EpicCare Link Haiku & Canto Teams Exchange and others.
Essential Functions
- As an experienced member of the Clinical Support team provide support and guidance to the 1st level Service Desk as needed to help them achieve first call resolution.
- Troubleshoots application related issues over the phone specifically electronic medical record (EMR) application issues. Able to troubleshoot and resolve common and some more complex Epic EMR and other clinical application problems and assists end users with application functionality and workflow issues by providing them any education as needed. Assist users to identify current operating procedures and clarify business objectives.
- Apply application/system knowledge to develop solutions to meet business/customer requirements compare and evaluate options and recommend appropriate course of action with guidance from senior level colleagues. Participate in some phases of the system development life cycle with guidance from senior level colleagues.
- Assist in testing debugging & documenting all aspects of a solution including correct results integration data and system Integrity.
- Participate in a command post and/or oncall rotation to provide offhours end user support where applicable. May be involved with project or other work not directly related to the core job functions.
- Uses and contributes documentation to the Knowledge Database to assist with triaging incidents assigning proper priority to issues and assigning incidents as required to the correct DS Support Teams. Identify incident trends and escalate as appropriate. Recognize and advise leadership of concerns and/or issues and provide appropriate follow up to identified issues.
- The analyst will work remotely but needs to be prepared to work onsite when requested or when there are home network power or other issues.
- May be requested to participate in other duties or participate in special projects including: Epic training of level 1 service desk personnel develop & maintain training materials Training of other support teams new business investigation and share impact with the team attend meetings that may not be directly related to the daytoday worked performed by the team attend Epic operational readiness meetings to support our targeted customer population testing & debugging new functionality or systems prior to enterprise deployment.
Qualifications
Required
- Associates degree or equivalent related field
- 3 years of relevant Service Desk/Service Delivery experience or other technical experience including site support Epic application support or training
- 3 years of relevant EMR Experience
Preferred
- Bachelors Degree related field
- Service desk leadership position such as team lead supervisor quality & training customer relationship manager problem manager and the like
- Prior EPIC EMR experience with ambulatory & impatient nursing provider and APP workflows
About Corewell Health
As a team member at Corewell Health you will play an essential role in delivering personalized health care to our patients members and our communities. We are committed to cultivating and investing in YOU. Our topnotch teams are comprised of collaborators leaders and innovators that continue to build on one shared mission statement to improve health instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.
How Corewell Health cares for you
Comprehensive benefits package to meet your financial health and work/life balance goals. Learn more here.
Ondemand pay program powered by Payactiv
Discounts directory with deals on the things that matter to you like restaurants phone plans spas and more!
Optional identity theft protection home and auto insurance pet insurance
Traditional and Roth retirement options with service contribution and match savings
Eligibility for benefits is determined by employment type and status
Primary Location
SITE Beaumont Service Center 26901 Beaumont BlvdDepartment Name
Servicedesk Clinical Service DeskEmployment Type
Full timeShift
Day (United States of America)Weekly Scheduled Hours
40Hours of Work
8:30 a.m. to 5:00 p.m.Days Worked
Monday to FridayWeekend Frequency
N/ACURRENT COREWELL HEALTH TEAM MEMBERS Please apply through Find Jobs from your Workday team member account. This career site is for NonCorewell Health team members only.
Corewell Health is committed to providing a safe environment for our team members patients visitors and community. We require a drugfree workplace and require team members to comply with the MMR Varicella Tdap and Influenza vaccine requirement if in an onsite or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process to perform the essential functions of a job or to enjoy equal benefits and privileges of employment due to a disability pregnancy or sincerely held religious belief.
Corewell Health grants equal employment opportunity to all qualified persons without regard to race color national origin sex disability age religion genetic information marital status height weight gender pregnancy sexual orientation gender identity or expression veteran status or any other legally protected category.
An interconnected collaborative culture where all are encouraged to bring their whole selves to work is vital to the health of our organization. As a health system we advocate for equity as we care for our patients our communities and each other. From workshops that develop cultural intelligence to our inclusion resource groups for people to find community and empowerment at work we are dedicated to ongoing resources that advance our values of diversity equity and inclusion in all that we do. We invite those that share in our commitment to join our team.
You may request assistance in completing the application process by calling 616.486.7447.
Required Experience:
IC
Employment Type
Full-Time
