Clinical Informatics Technician

About the Role

The Clinical Informatics department is the central point of contact for all clinical application-related incidents and service requests. The Clinical Informatics Helpdesk Technician provides support for patient portal calls and incoming tickets through ServiceNow, resolving support requests while meeting customer satisfaction and continuous service delivery demands. Staff work in a dynamic, fast-paced environment, delivering services over the phone, via email, in person, and through self-service.

Responsibilities

• Serve as a subject matter expert for the patient portal and patient check-in platforms.
• Respond to incidents regarding the clinical aspects of various clinical applications such as Athena, iScribe, and Radix, including workflow issues, application errors, user access, and functionality.
• Diagnose and resolve clinical application issues.
• Log and manage Helpdesk tickets in a timely manner.
• Take ownership of issues by analyzing problems to implement temporary or permanent fixes, escalating incidents to other support teams when necessary.
• Maintain a first-class level of customer service, ensuring all customers are treated efficiently and appropriately.
• Communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Manage changing priorities as a highly motivated team player.
• Create, maintain, and publish relevant support documentation to assist staff in resolving incidents and enable users to become more self-sufficient.
• Work within relevant legislation, policies, and procedures.
• Walk customers through problem-solving processes.
• Attend training courses for appropriate development.
• Follow up with customers and users to ensure complete resolution of issues.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Perform other duties as necessary without altering the nature or level of responsibility.

Requirements

• Previous experience working in a clinical application support role.
• Knowledge of healthcare (a plus).
• Working knowledge of Microsoft Windows and Microsoft Office.
• Strong organizational skills and a detail-oriented work ethic.
• Excellent customer support and time management skills, with the ability to work on multiple projects simultaneously.
• Ability to communicate effectively with a wide variety of people in a professional manner, both face-to-face and in writing.
• Practical troubleshooting and problem analysis skills.
• Good attention to detail and ability to show initiative.
• Ability to plan and prioritize workload without supervision.

Benefits

• Full-time opportunities with room for career growth and advancement.
• Excellent job security and stability to promote an optimal work-life balance.
• Opportunity to be part of a dynamic and growing high-level Information Technology team.

Orthopaedic Solutions Management is a drug-free workplace. All candidates will undergo pre-employment drug screening and may be subject to random drug testing in accordance with applicable laws and company policy.