Job Posting: Come join us and find out why Cedars-Sinai has been ranked as one of the top 100 best places to work in IT as ranked by 2016 Computerworld Magazine. Always at the forefront of technologies, Cedars-Sinai is implementing EPIC as its comprehensive electronic medical record system. We are currently recruiting for an Clinical End User Support Specialist. This position is responsible for assisting in the implementation and ongoing support for the assigned application(s). Responsible for over 50% of first contact resolution of Clinical Application issues and/or Application training issues which fall within scope and level of access for the Clinical End User Support Team. Responsible for participating in workflow and system optimization initiatives, ACD telephone support, at-the-elbow and other types of end-user workflow support, as determined by management, to help the end users gain the expertise necessary for success. Job Responsibilities (the scope of responsibility, department and position levels including knowledge and practice of the clinical/technical skills necessary to the position): 1. Provides first level application support for assigned clinical systems implemented at CSHS. Performs assessment, follow up and resolution of all reported clinical end user issues. 2. Provides end-user support via 1:1 interactions, group interactions, and telephone support as assigned. 3. Identifies additional training needs for end users as well as opportunities for system improvements, and communicates observations to training and application team members. 4. Captures and documents end-user issues to accurately assist to define and troubleshoot, resolve, escalate issues in collaboration with training and application team members 5. Participates in functional testing, workflow documentation, and other duties as assigned. 6. Successfully utilize the ACD system within department guidelines. 7. May be required to perform on-call duties. 8. Performs other duties as assigned by management.
Associates Degree, or equivalent work experience required.
12 months of experience in a call center environment providing phone support or at-the-elbow support for software applications. Preferably for a system integrated Electronic Health Record application.
Epic proficiency preferred.
One (1) year of experience working in a large healthcare environment is preferred. Classroom training experience is a plus.
Knowledge of customer department clinical and business operations/workflows and knowledge of applicable software applications.
Demonstrated excellent customer service skills
Advanced computer skills, and advanced knowledge of Microsoft Office applications is required. EEO/AA/F/Veteran/Disabled Cedars-Sinai will consider for employment qualified applicants with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring.
Providing healthcare for more than 100 years, Cedars-Sinai has evolved into one of the most dynamic and highly renowned medical centers in the world. Along with caring for patients, Cedars-Sinai is a hub for biomedical research and a training center for future physicians and other healthcare professionals. This attracts exceptional talent to Cedars-Sinai, including world-renowned physician-scien...tists who seek a place where they can both conduct research and see patients--the ideal formula for discovery and its translation into cures. Our patients benefit from access to doctors at the top of their fields, and our researchers have an ideal community in which to study the impact of healthcare challenges, and reflect that knowledge in their research. The greater Los Angeles area in which Cedars-Sinai resides possesses unparalleled cultural and ethnic diversity which offers outstanding opportunities for translational and clinical research and a dynamic environment for medical education.Although community based, Cedars-Sinai is a major teaching hospital affiliated with the David Geffen School of Medicine at the University of California, Los Angeles (UCLA). Cedars-Sinai has highly competitive graduate medical education programs in more than 50 specialty and subspecialty areas, a graduate program in biomedical sciences and translational medicine, a clinical scholars program directed towards junior physicians with aspirations to become clinical scientists, and post graduate training opportunities.There are more than 250 full-time faculty members at Cedars-Sinai. The voluntary medical staff, comprised of more than 2,200 specialty board-certified or board-qualified physicians, represent all of the specialties and subspecialties and collaborate with full-time medical staff in the teaching responsibilities of the graduate medical education programs.