About this role
POSITION SUMMARY:
Position Title: Clinical Analyst I
- The Clinical Analyst I will be responsible for working with our customers, within our service level agreements, to assist and troubleshoot issues concerning workflows, alerts, reporting, treatment, and surveillance.
- The position requires an ITIL Foundations certification, as well as mastering the use of our ticketing system, knowledgebase system, and our software applications.
- In addition, this role will be responsible for resolving issues related to configuration, reproducing work ups, triaging clinical issues, and collecting data for escalation.
DUTIES AND RESPONSIBILITIES:
Essential Duties:
- Engage with both internal and external customers on new or existing issues via phone, chat, and email, while complying with Service Level Agreements.
- Investigate, troubleshoot, diagnose, and resolve problems with interconnected systems, including pharmacy, labs, diagnostic systems, and more.
- Participate in training classes that will offer you company, department, and product knowledge to become a Subject Matter Expert on our software, tools, and technologies.
- Write and maintain documentation of gained knowledge on our software and their clinical components.
- Assist clients with use of the software's functionality to accomplish desired task or results in their clinical workflow, such as alerts and reporting criteria.
- Work within department policies and guidelines, using your knowledge and skills, instead of scripted assistance.
- Handle large volumes of email (approximately 25+ emails daily).
- Handle large volumes of phone calls (approximately 15+ daily).
Other Duties:
- Ability to collect, analyze, and summarize Electronic Health Records (EHR) data.
- Use industry knowledge to identify and obtain resources and/or services needed to assist others.
- Utilize knowledge of industry casework, theory, technique, and application.
- Utilize knowledge of, and skills in, interpretation and application of clinical terms and workflow.
- Performs other duties as needed.
SECURITY AND PRIVACY DUTIES AND RESPONSIBILITIES
- Individuals working for DSS will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 800-53. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the day-to-day performance of their duties. Individuals working in departments that are considered to be in the high-risk category will be required to undergo advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training.
The preceding functions are examples of the work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and make a reasonable accommodation as needed.
Qualifications
QUALIFICATIONS:
Skills:
- Required:
Possesses analytical and problem-solving skills.
- Ability to work effectively (maintaining accuracy and sensitivity) under tight timelines and schedules.
- Possess excellent listening skills and a commitment to communicating in a clear, concise and timely manner at all times.
- Possess proven aptitude for understanding technical troubleshooting and the ability to learn new software as needed.
- Desired:
Health Level Seven (HL7) knowledge.
- Health Insurance Portability and Accountability Act (HIPAA) knowledge.
- Skilled in researching, analyzing and developing assessments from multiple data sources.
- Pharmacology associated with infection prevention and control.
- Labs and lab testing processes knowledge.
- Hemodialysis workflow knowledge.
- Knowledge of hospital acquired infections and National Healthcare Safety Network (NHSN) reporting requirements.
- Client application troubleshooting or client-facing activities.
- An inpatient, outpatient, scheduling, or acute care healthcare settings experience.
- Hands-on clinical work role, in one or more areas of: Pharmacy, Laboratory, Microbiology, Cultures, Inpatient Healthcare, Health Department, Infection Prevention, or Dialysis.
- Software application troubleshooting or training.
- Electronic Medical Record Systems or hospital IT systems experience.
Education:
- Required:
High School or GED
- Desired:
Associate's/Bachelor's degree in Microbiology, Pharmacy or Healthcare IT related degrees or equivalent experience and/or education
Certification(s), Licenses:
- Required:
At least one of the following:
Certified Pharmacy Tech (CPht)
- Registered Pharmacy Tech (RPht)
- Medical Laboratory Tech (MLT)
- Certified Hemodialysis Technician (CHT)
- Certified Clinical Hemodialysis Technician - Advanced (CCHT-A)
- Similar related field(s) or equivalent experience and/or education
- Information Technology Infrastructure Library (ITIL) within 45 days of employment
- Desired:
ITIL Foundations v4
Years of experience in a similar role:
- Required:
2 + years of working experience in a hands-on clinical work role, in one or more areas of:
Pharmacy
- Laboratory
- Microbiology
- Inpatient
- Outpatient
- Acute Healthcare
- Health Department
- Infection Prevention
- Dialysis or Health Informatics
- Desired:
4+ years of working experience within:
Client application troubleshooting or client-facing activities
- Troubleshooting and configuring Windows-based applications
- Troubleshooting and configuring applications
- An inpatient, outpatient, scheduling, acute care healthcare settings
- A hands-on clinical work role, in one or more areas of: Pharmacy, Laboratory, Microbiology, Cultures, Inpatient Healthcare, Health Department, Infection Prevention, Dialysis or Informatics
- 1+ years of working experience within:
Software application troubleshooting or training
- Electronic Medical Record Systems, or hospital IT systems
PHYSICAL DEMANDS:
Standing
5% per day
Sitting
90% per day
Walking
5% per day
Stooping
2% per day
Lifting
2 times per day (10lbs) (office equipment)
Computer Work
95% per day
Telephone Work
65% per day
Reading
80% per day
Other, please specify
N/A