Job Description

Job Summary 

The Clinical Systems Support Specialist provides technical assistance and expertise for clinical information systems within healthcare environments, including hospitals, clinics, and other medical facilities. This role is pivotal in ensuring the smooth operation, maintenance, and enhancement of clinical applications to support healthcare professionals in delivering high-quality patient care. Responsibilities include troubleshooting system issues, implementing updates, training end users, and ensuring compliance with healthcare regulations, thereby contributing to operational efficiency and improved patient outcomes. 

Essential Functions

Provides technical support for clinical applications, including but not limited to Athena, Cerner, EPM, and Employee Health Records, ensuring system functionality aligns with healthcare operational needs. Maintains comprehensive knowledge of all clinic applications to address software and hardware issues efficiently and effectively. Responds promptly to support requests, resolving software and hardware issues via phone, remote access, or in-person assistance in a professional and timely manner. Manages user access by setting up new accounts and removing access for terminated employees or physicians, adhering to security policies and protocols. Assists healthcare professionals in navigating clinical systems by providing user training, answering questions, and offering ongoing support to physicians, nurses, and administrative staff. Collaborates with technical teams and healthcare professionals to align clinical systems with functional and technological requirements, enhancing system usability. Provides on-call support during non-scheduled hours to address urgent issues for clinics and hospital departments. Monitors and ensures compliance with healthcare regulations, such as HIPAA, safeguarding the security and privacy of sensitive patient data. Assists with the implementation of software updates and system upgrades, including pre-deployment testing and coordination with IT teams and vendors. Develops and updates training materials, lesson plans, and guides to educate healthcare staff on new and existing systems, ensuring optimal usage. Performs other duties as assigned. Complies with all policies and standards.

Qualifications

Bachelor's Degree in Health Information Management, Information Technology or Computer Science preferred 0-2 years of experience providing technical support for clinical applications in a healthcare setting required 2-4 years of experience in software and/or application support preferred Experience with clinical systems such as Athena, Cerner, Medhost, or EPM preferred Knowledge of healthcare workflows and clinical operations preferred

Knowledge, Skills and Abilities

Strong problem-solving skills and ability to troubleshoot technical issues effectively. Working knowledge of clinical information systems and their application in healthcare settings. Excellent interpersonal and communication skills, with the ability to train and support diverse healthcare staff. Familiarity with healthcare regulations such as HIPAA and their implications for clinical systems. Ability to work independently and collaboratively with cross-functional teams. Proficiency with Microsoft Office Suite and remote access tools. Strong organizational skills and attention to detail in maintaining records and logs.

Licenses and Certifications

Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent) preferred