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Electronic Medical Record (EMR) Support Coordinator, FT, Days

Prisma Health
United States, South Carolina, Columbia
May 04, 2024
Inspire health. Serve with compassion. Be the difference. Job Summary The ITS Service Center is an omni-channel support service with a range of customers including patients, employees, physicians and various business partners. The EMR Support Coordinator is responsible for the effective triaging, troubleshooting and resolution of moderate to complex EHR software issues delegated to the EMR Support Analysts. The EMR Support Coordinator leads the EMR Support Analysts in the successful handling and effective resolution of all inbound phone calls, chats, online tickets,e-mails and escalations incoming to the Service Center team. This person ensures updated, relevant Service Center troubleshooting documentation Is available for use. The Coordinator ensures tickets are routed appropriately to next level support as required and handles follow up customer care calls to ensure staff is satisfied with results. The EMR Support Coordinator is considered an application expert with appropriate credentials related to identified applications/EHR. Accountabilities Coordinates the timely processing of incoming EMR related calls/requests to the Service Center via\u00A0 telephone, chat, e-mail and other established means to ensure courteous, timely, and effective resolution of end user issues; focusing on First Call Resolution, Hold times and Problem identification. Monitors and adjusts staffing levels to ensure effective call handling, talk times and first touch times are within defined limits. - 20% Coordinates staff schedules ensuring appropriate staffing for 7x24x365 Service Desk. Ensures all service channels and all teams have appropriate staffing capacity. - 20% Through quality reporting, using analytical skill to determine trends of gaps in support, overall quality, training gaps and process. - 15% Completes required personnel and payroll functions. Makes recommendations to leadership regarding time and attendance issues. - 15% Coordinates EMR specific training and orientation. Responsible for the Development of staff with appropriate skills to meet requirements of the ITS Department. - 10% Creates departmental procedures and makes recommendations for IS policy, procedure and supportive documentation. - 10% Works with ITS Leadership in constant process and quality improvement efforts to ensure the most effective end user support experience possible. Acts as a liaison between IS application teams and the Service Center ensuring open communication between teams to ensure quality support. - 10% Minimum Requirements High School Diploma or equivalent 5 years in healthcare with at least one year experience in an IT Analyst or Support role In Lieu Of In Lieu of the education and experience requirements noted above, Associates Degree and three years of information technology, computer science or a directly related role OR Bachelor's Degree and one year of information technology, computer sciences or a directly related role. Required Certifications, Registrations, Licenses Successful completion of Epic Proficiency/Certification Knowledge, Skills or Abilities Service Desk or ITS experience - Required Bachelors degree - Preferred ServiceNow experience - Preferred Required Knowledge & Skills Basic computer skills Proficient computer skills (word processing, spreadsheets, database) Work Shift Variable (United States of America) Location Corporate Facility 7001 Corporate Department 70019064 ITS Support Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health. 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Serve with compassion. Be the difference. Job Summary The ITS Service Center is an omni-channel support service with a range of customers including patients, employees, physicians and various business partners. The EMR Support Coordinator is responsible for the effective triaging, troubleshooting and resolution of moderate to complex EHR software issues delegated to the EMR Support Analysts. The EMR Support Coordinator leads the EMR Support Analysts in the successful handling and effective resolution of all inbound phone calls, chats, online tickets,e-mails and escalations incoming to the Service Center team. This person ensures updated, relevant Service Center troubleshooting documentation Is available for use. The Coordinator ensures tickets are routed appropriately to next level support as required and handles follow up customer care calls to ensure staff is satisfied with results. The EMR Support Coordinator is considered an application expert with appropriate credentials related to identified applications/EHR. Accountabilities Coordinates the timely processing of incoming EMR related calls/requests to the Service Center via\u00A0 telephone, chat, e-mail and other established means to ensure courteous, timely, and effective resolution of end user issues; focusing on First Call Resolution, Hold times and Problem identification. Monitors and adjusts staffing levels to ensure effective call handling, talk times and first touch times are within defined limits. - 20% Coordinates staff schedules ensuring appropriate staffing for 7x24x365 Service Desk. Ensures all service channels and all teams have appropriate staffing capacity. - 20% Through quality reporting, using analytical skill to determine trends of gaps in support, overall quality, training gaps and process. - 15% Completes required personnel and payroll functions. Makes recommendations to leadership regarding time and attendance issues. - 15% Coordinates EMR specific training and orientation. Responsible for the Development of staff with appropriate skills to meet requirements of the ITS Department. - 10% Creates departmental procedures and makes recommendations for IS policy, procedure and supportive documentation. - 10% Works with ITS Leadership in constant process and quality improvement efforts to ensure the most effective end user support experience possible. Acts as a liaison between IS application teams and the Service Center ensuring open communication between teams to ensure quality support. - 10% Minimum Requirements High School Diploma or equivalent 5 years in healthcare with at least one year experience in an IT Analyst or Support role In Lieu Of In Lieu of the education and experience requirements noted above, Associates Degree and three years of information technology, computer science or a directly related role OR Bachelor's Degree and one year of information technology, computer sciences or a directly related role. Required Certifications, Registrations, Licenses Successful completion of Epic Proficiency/Certification Knowledge, Skills or Abilities Service Desk or ITS experience - Required Bachelors degree - Preferred ServiceNow experience - Preferred Required Knowledge & Skills Basic computer skills Proficient computer skills (word processing, spreadsheets, database) Work Shift Variable (United States of America) Location Corporate Facility 7001 Corporate Department 70019064 ITS Support Services Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.