Clinical Applications Technician

Updated: over 2 years ago
Location: Campus, ILLINOIS
Deadline: The position may have been removed or expired!

Screen reader users may encounter difficulty with this site. For assistance with applying, please contact [email protected] . If you have questions while submitting an application, please review these frequently asked questions .


Current Employees and Students:
If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.



Welcome to The Ohio State University's career site.  We invite you to apply to positions of interest. In order to ensure your application is complete, you must complete the following:

  • Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
  • Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application. 


Job Title:
Clinical Applications Technician


Department:
Health System Shared Services | Desk Top Support

Position Summary

The Clinical Applications Technician is responsible for providing over-the-phone troubleshooting support for technical and educational-related issues for the electronic medical record system. This includes support for all internal medical center users, patients via an application portal, and community connect affiliate hospitals. This position includes collaboration with various IT technical and application teams to resolve 1st and 2nd level support issues. This position also includes support tasks, system maintenance and other support duties as assigned.

Duties and Responsibilities

The duties of this position are performed with minimal review and supervision. Some assignments will be completed independently and are subject to periodic review and approval.

Support (90%)

-Answer high volume of inbound calls in a fast-paced environment

-Assist users in troubleshooting and resolving issues with the electronic medical record and other clinical applications

-Asking probing questions and properly documenting customer inquiries in the incident software tracking system

-Answer inquiries, walk users through workflows, and finding resolution through knowledge base, tipsheet, and remote access/troubleshooting efforts

-Resolve incidents and requests with the highest degree of courtesy and professionalism to our customers while meeting standard service level agreements

-Utilizing de-escalation skills and escalating cases when necessary in accordance with standard procedures

-Redirecting calls as necessary

-Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

-Participate in training and stay current with application level changes on a weekly and quarterly basis

-Participate in various clinical system go lives providing phone and rounding support

Maintenance & Project Work (5%)

-May assist with knowledge base updates, electronic medical record maintenance, account provisioning, and other transitioned maintenance work as defined.

Projects

-Documents and completes project tasks as assigned

-Work with project managers within OSUMC IT as part of a project team. This may include working with other technicians or individually to provide the technical application support for various go-lives including onsite elbow support role.

Other (5%)

-Reads and responds to (as appropriate) work-related e-mail

-Attends and participates in team meetings and other scheduled group discussions not associated with a project or other specific initiative

-Work closely with peers and project managers to maintain accurate timekeeping and status records

-Provides status reports and performs timekeeping on a weekly basis

-Travels between physical sites (as needed)

-Professional development

-Participates on departmental committees

-On-call duties as assigned

-Other duties as assigned

-If Certification is required for your role, you are expected to obtain and maintain your certification as a condition of employment

Minimum Education Required
2-Year College Degree or equivalent combination of education and experience
Required Qualifications
Degree in Nursing, Computer Science or related field, and or 3 years Help Desk experience, or an equivalent combination of education and experience. Previous experience working with and/or supporting the clinical applications (preferably EPIC). Industry Certifications are a plus. Working knowledge of computing environments, skills, PC and computer terminology, computing technologies, PC operating systems and applications, etc. is also required.


Additional Information:


Location:
Ackerman Rd, 670 (2433)


Position Type:
Regular


Scheduled Hours:
40


Shift:
First Shift


Salary Grade:
Health System Hourly 018

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions .

The Ohio State University is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other bases under the law.

Applicants are encouraged to complete and submit the Equal Employment Identification form.



Screen reader users may encounter difficulty with this site. For assistance with applying, please contact [email protected] . If you have questions while submitting an application, please review these frequently asked questions .


Current Employees and Students:
If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.



Welcome to The Ohio State University's career site.  We invite you to apply to positions of interest. In order to ensure your application is complete, you must complete the following:

  • Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
  • Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application. 


Job Title:
Clinical Applications Technician


Department:
Health System Shared Services | Desk Top Support

Position Summary

The Clinical Applications Technician is responsible for providing over-the-phone troubleshooting support for technical and educational-related issues for the electronic medical record system. This includes support for all internal medical center users, patients via an application portal, and community connect affiliate hospitals. This position includes collaboration with various IT technical and application teams to resolve 1st and 2nd level support issues. This position also includes support tasks, system maintenance and other support duties as assigned.

Duties and Responsibilities

The duties of this position are performed with minimal review and supervision. Some assignments will be completed independently and are subject to periodic review and approval.

Support (90%)

-Answer high volume of inbound calls in a fast-paced environment

-Assist users in troubleshooting and resolving issues with the electronic medical record and other clinical applications

-Asking probing questions and properly documenting customer inquiries in the incident software tracking system

-Answer inquiries, walk users through workflows, and finding resolution through knowledge base, tipsheet, and remote access/troubleshooting efforts

-Resolve incidents and requests with the highest degree of courtesy and professionalism to our customers while meeting standard service level agreements

-Utilizing de-escalation skills and escalating cases when necessary in accordance with standard procedures

-Redirecting calls as necessary

-Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

-Participate in training and stay current with application level changes on a weekly and quarterly basis

-Participate in various clinical system go lives providing phone and rounding support

Maintenance & Project Work (5%)

-May assist with knowledge base updates, electronic medical record maintenance, account provisioning, and other transitioned maintenance work as defined.

Projects

-Documents and completes project tasks as assigned

-Work with project managers within OSUMC IT as part of a project team. This may include working with other technicians or individually to provide the technical application support for various go-lives including onsite elbow support role.

Other (5%)

-Reads and responds to (as appropriate) work-related e-mail

-Attends and participates in team meetings and other scheduled group discussions not associated with a project or other specific initiative

-Work closely with peers and project managers to maintain accurate timekeeping and status records

-Provides status reports and performs timekeeping on a weekly basis

-Travels between physical sites (as needed)

-Professional development

-Participates on departmental committees

-On-call duties as assigned

-Other duties as assigned

-If Certification is required for your role, you are expected to obtain and maintain your certification as a condition of employment

Minimum Education Required
2-Year College Degree or equivalent combination of education and experience
Required Qualifications
Degree in Nursing, Computer Science or related field, and or 3 years Help Desk experience, or an equivalent combination of education and experience. Previous experience working with and/or supporting the clinical applications (preferably EPIC). Industry Certifications are a plus. Working knowledge of computing environments, skills, PC and computer terminology, computing technologies, PC operating systems and applications, etc. is also required.


Additional Information:


Location:
Ackerman Rd, 670 (2433)


Position Type:
Regular


Scheduled Hours:
40


Shift:
First Shift


Salary Grade:
Health System Hourly 018

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions .

The Ohio State University is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other bases under the law.

Applicants are encouraged to complete and submit the Equal Employment Identification form.



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