Associate iLead PowerUp Support Specialist

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of Love and Excellence and are passionate about delivering health, not just health care. Come join us at ChristianaCare!

PRIMARY FUNCTION:

Provides technical support and workflow knowledge on a broad range of IT Clinical applications - include PowerChart and Revenue Cycle - used by providers and ambulatory office staff throughout the health system via on-site / remote support and help desk calls / inquiries. The analyst participates in implementations of standard computer applications by providing go-live support and will function as a first line of support to end-users predominantly during daytime business hours.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Participates in and supports the goals and work of the Institute for Learning, Leadership and Development, working with Information Technology project managers, teams, and leadership to support the EMR and other technology systems for all levels of users (providers, managers, clinical staff, and office staff).
• Serves as frontline support for caregivers using clinical applications. Troubleshoots inquiries and issues with the clinical applications submitted by providers and ambulatory office staff. Services can be provided on-site or via remote as needed.
• Assists with at the elbow support within the practice / clinical area to support key implementations / go lives and new practices integrating to ChristianaCare or migrating to Cerner platform.
• Attends new hire provider and project implementation training programs to assist with system access, setup, and configuration.
• Conducts optimization sessions with end users via one-on-one and group sessions to ensure efficient and effective use of the electronic medical record system and workflows.
• Researches, understands, and interprets processes, workflows and terminology in order to assist caregivers when they are calling with questions or issues.
• Participates in project and team meetings, user acceptance testing sessions, and other methods to establish productive working relationships with departmental leaders, physician leaders, project managers, subject matter experts, end users and vendor(s) to aid in the support services being provided.
• Participates in project lessons learned activities for post implementation programs and projects.
• Logs all inquiries within ServiceNow application for tracking issues and caregiver learning needs. Ensures problem determination/resolution methods are efficient and reliable.
• Identifies and pursues opportunities for improving customer service, while identifying problem trends and provide ideas that promote enhancements and efficiencies in supporting caregivers.
• Keeps abreast of new technologies and applications being implemented in the clinical practices / organization.
• Occasionally support implementation during non-working hours as needed.
• Performs other related duties as required

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor's degree or equivalent experience in a discipline related to clinical applications (e.g. Electronic Medical Record). An equivalent combination of education and experience may be substituted.
• Previous employment or experience in a hospital or healthcare environment is preferred.
• 2+ years providing end-user / customer service support.
• Demonstrated ability to work effectively in a diverse group at various levels of the organization

ChristianaCare Offers:

• Full Medical, Dental, Vision, Life Insurance, etc.
• Two retirement planning offerings, including 403(b) with company contributions
• Generous paid time off with annual roll-over and opportunities to cash out
• 12 week paid parental leave
• Tuition assistance
• Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!

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EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.