Now that EMR use is universal, U.S. hospitals and health systems face significant system interoperability and optimization challenges. HCTec Application Support allows clients to focus in-house staff on critical priorities while we address daily needs. Working alongside experienced colleagues who are trained on multiple platforms including Epic, Cerner and other EMRs, HCTec’s Application Support team members are valued for their expertise, provided with the latest technology, and encouraged to perform meaningful, flexible and rewarding work.
Key benefits of HCTec Application Support positions include:
POSITION SUMMARY:
The Active Directory Analyst is responsible for establishing correct user access across multiple client applications following agreed upon policies and procedures. The incumbent ensures configuration, testing, validation, maintenance, incident resolution, and ongoing support of the related active directory and additional 3rd party application(s) as well as maintaining in-depth knowledge of the software functionality and acquiring/utilizing knowledge of the related end user operational workflows.
ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
Technical Support
Client Provisioning
Security
Other
Additional Information:
Customer Focus:
Confidentiality:
HIPAA:
KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.
Education: Associate’s degree in Information Systems, Business, or related technical field; equivalent experience can be .
Experience:
Certifications & Licenses:
Valid State Drivers’ License
Skills and Abilities:
Business Mathematical Skills -- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.
Technical Computer Skills – Demonstrate use of intermediate computer operations (basic programming, relational databases, and operating systems) and intermediate software packages.
Communication – Excellent communication skills, including proven experience effectively communicating technical challenges and solutions to peers, customers and senior management.
Varied Business Problems – Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general precedents and practices.
Job Specific Impact -- Decisions generally affect own job or assigned functional area.
Functional Independent Judgement – Provides and sets goals and priorities for functional area. May make recommendations for the department policies, practices, and programs. Makes decisions for and/or resolves problems for others.
Moderate Planning / Organization -- Handle multiple tasks simultaneously with moderate complexity.
PHYSICAL AND MENTAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 50 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:
Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.
Noise level in the work environment is typical for an office and/or hospital environment.
Minimum overnight travel (up to 10%) by land and/or air.
Do you have a technical/IT acumen? Have you worked at a service desk?
Are you passionate about customer service?
What is the work?
What is the shift?
What is the shift?
What are the technology requirements?
Qualifications
Are these roles temp to perm?
Benefits
**Must have Epic ASAP, ClinDoc &/or Stork Certification**
**Experience with Nurse Triage Preferred**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic Ambulatory Certification Required**
**Additional Certifications Preferred (Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Healthy Planet, Referrals, Welcome, Research)**
Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Must have Epic Beaker AP and CP Certification**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic Bridges Interface Certification Required**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Must have Epic Cadence, ADT, and/or Prelude Certification**
**Epic Referrals Certification Preferred**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic HB Claims Certification Required**
**Experience with Charge Router and Third Party Claims Systems Preferred**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic Healthy Planet Certification Required**
**Additional Certifications Preferred (Ambulatory, Beacon, MyChart, Phoenix, Care Everywhere, Ortho, Referrals, Welcome, Research)**
Experience with Community Connect, Haiku, Canto, EpicCare Link, Nurse Triage a plus
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic Home Health Hospice & Ambulatory Certification Required**
**Epic SmartForms Certification Preferred**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Must have Epic OpTime & Anesthesia Certification**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic Orders & ClinDoc Certification Required**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic PB Claims Certification Required**
**Experience with Charge Router and Third Party Claims Systems Preferred**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic Radiant and Cupid Certification Required**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Must have Epic Clarity certification**
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic Security Certification Required**
**Additional Certification(s) Preferred**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
**Epic Willow Certification Required**
**Epic Willow Ambulatory, Willow Inventory, & Beacon Certification(s) Preferred**
Job Details:
Epic Application Coordinators are responsible for supporting HCTec clients through the build, configuration, testing, validation, maintenance, incident resolution, and ongoing support of Epic applications.
Responsibilities:
Technical Support
System Maintenance/Improvement
Client Support
POSITION SUMMARY:
The Clinical Service Desk Analyst is responsible for providing Tier 1 support to patients, physicians, and hospital staff for EHR-related hospital applications primarily focused on clinical software needs.
This is a part-time, remote position working 10-28 hours a week, M-F, with the potential to convert to full-time down the line.
Experience:
· 1-year Epic clinical experience as end user, credentialed trainer, or other relevant clinical experience
· 2 years’ customer service experience
· Relevant Epic Clinical software experience
· Call center experience a plus
ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
Routine Support (90%)
· Provides 24/7/365 Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
· Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
· Utilizes customer service guidelines as outlined in HDI training.
· Uses client provided knowledgebase and client specific procedures to resolve issues.
Continuing Education (10%)
· Acquires and maintains a general and clinical knowledge of client and related software applications.
· Attends professional development training as instructed.
· Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
· Exhibits regular and reliable attendance.
· Performs other duties as assigned.
Additional Information:
Customer Focus:
· Position primarily serves external customers.
HIPAA:
· Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices.
KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.
Education:
· High School Diploma, GED, or equivalent
· 2-year degree in a relevant health-care field or 4-year degree preferred; relevant healthcare/clinical support experience will be considered
Certifications & Licenses:
Valid State Drivers’ License preferred
Skills and Abilities:
Business Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.
Foundational Computer Skills -Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc.
Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.
Routine Business Problems - Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.
Job Specific Impact - Decisions generally affect own job or assigned functional area.
Foundational Judgment - Results are defined and existing practices are used as guidelines for how to complete work activities’ works closely with supervisors/manager who provides broad guidance and overall direction.
Foundational Planning / Organization - Prioritize assigned and routine tasks. Handle appropriately.
PHYSICAL AND MENTAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:
· Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.
· Noise level in the work environment is typical for an office and/or hospital environment.
· Minimum overnight travel (up to 10%) by land and/or air.
Do you have a technical/IT acumen? Have you worked at a service desk?
Are you passionate about customer service?
What is the work?
What is the shift?
What is the shift?
What are the technology requirements?
Qualifications
Are these roles temp to perm?
Benefits
*Preferred Certification and/or experience in Epic Ambulatory, Health Planet or PB
Registry experience required
Job Details:
The Uniform Data System (UDS) Reporting is a quality measure program that collects data to ensure compliance with legislative and regulatory requirements, improve health center performance and operations, and report overall program accomplishments. The Bureau of Primary Health Care (BPHC), a division of the Health Resources and Services Administration (HRSA), requires annual reporting on a core set of data to evaluate performance and monitor trends. UDS is the vehicle BPHC uses to obtain this information.
Responsibilities: