Advocate Aurora Health

Compensation

Full Description

Job Description: • Knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users • Demonstrates basic written and oral communication skills, including good listening and verbal skills • Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI) • Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support • Completes required training outlined by the department with a specific focus on maintaining patient safety • Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion • Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed • Applies appropriate customer service and service recovery skills to comply with department standards • Performs testing in Non-Prod (Dev/Test/Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality Requirements: • High School Diploma or GED is required • Must obtain Epic certification(s) within 18 months and maintain annual educational requirements • One year's experience in a clinical environment, Service Delivery, or work-related equivalent is required • Strong interpersonal and customer service skills • Basic understanding of call centers and call tracking systems • Strong technical aptitude with the ability to learn quickly and support software applications • Basic understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology • Ability to manage multiple priorities in a dynamic work environment • Basic knowledge of medical terminology • Ability to travel to system locations to provide Service Desk application support • Ability to maintain confidentiality and work as a team. Benefits: • Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability • Paid Time Off programs • Flexible Spending Accounts for eligible health care and dependent care expenses • Family benefits such as adoption assistance and paid parental leave • Defined contribution retirement plans with employer match and other financial wellness programs • Educational Assistance Program