Job Description

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 become more self-sufficient.
• To work within the relevant legislation, policies, and procedures.
• Walk customers through problem-solving processes.
• To attend training courses as identified and agreed for appropriate development.
• To follow up with customers and users to ensure complete resolution of issues.
• To inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

At FOI our goal is to provide our patients with world-class orthopedic care.

Our mission of providing the best care encompasses not only the care the physician provides, but all medical and administrative aspects of the patients encounter with Florida Orthopaedic Institute (FOI) as well. Every staff member plays a vital role in this mission. We take pride in receiving the Patriot Award from the Department of Defense for the support that we give to National Guard and Reserve members who are employed by FOI. We are committed to encouraging a culture of inclusion reflective of the communities we serve, and we provide equal opportunity to all. Florida Orthopaedic Institute conforms to the spirit as well as to the letter of all applicable laws and regulations.

What we offer

• Full time opportunities available, with room for career growth and advancement.
• Excellent job security and stability, to promote an optimal work life balance.
• Be part of this dynamic and growing high level Clinic Services team!

Orthopaedic Solutions Management is a Drug Free Workplace

We are committed to maintaining a safe, healthy, and productive work environment. As part of this commitment, we operate as a drug-free workplace. All candidates will be required to undergo pre-employment drug screening and/or be subject to random drug testing in accordance with applicable laws and company policy.