Physician IT Support Analyst

Who We Are:
People are our passion and purpose. Come work where you are appreciated for who you are not just what you can do. Harris Regional Hospital is an 86-bed acute care facility, including orthopedics, cardiology, general surgery, women’s care, and emergency medicine, as well as sports medicine, physical therapy, imaging and laboratory services, and many other areas of subspecialty care.

Where We Are:
Located in western North Carolina, picturesque Sylva offers local restaurants, stores, & breweries with convenient access to Asheville & the Blue Ridge Parkway. The landscape is highlighted by waterfalls, rocky peaks and the Great Smoky Mountains National Park, providing opportunities for whitewater rafting, hiking, and biking throughout the region. Sylva is home to Southwestern Community College and Western Carolina University, a mid-size four-year public college offering both undergraduate and graduate programs, located 5 miles away in Cullowhee. Both Asheville, NC, and Gatlinburg, TN, are just 50 miles away and Atlanta, GA is 150 miles from Sylva.

POSITION SUMMARY
Responsible for supporting end users at Harris Regional Hospital, Swain Community Hospital and the Western Carolina Physician Network practices.
Additional duties include: Working closely with practice managers, providers and staff. Involvement in identifying and implementing new workflows, able to manage and participate in multiple site installations at once, participate in EMR upgrades, new functionality, documentation, testing. Provide support to end users to triage, troubleshoot and resolve issues with software and hardware.

• Physician Support Tickets: Document, work and resolve support tickets submitted by the Western Carolina Physician Network.
• Resolves Client Calls. Answers clients questions concerning application usage (i.e., Athena Health, Paragon Applications, Medical Records, Microsoft Office products, etc), and hardware issues (i.e., Printer and PC).
• Routes Client Issues. Serve as escalation contact for all practice managers. Act as a liaison between physicians and office staff and the Athena Health and Paragon application teams.
• Prepares Reports. Prepares detail and summary reports on each week and month reflecting number of calls received, number resolved, number open (by area and total) and analysis of date and time calls received.
• Rounding Schedule. Work with practices managers to set scheduled on-site visits for each practice.
• New practices and Moves. Coordinates with practice managers to assist from I.T. perspective and as related to overall workflow in practices. This includes determining needs for end-user devices as well as network needs.

The primary areas of responsibility are the planning, implementation, support and maintenance of advanced information systems as it relates to desktop hardware, software, peripherals and Help Desk functions. Included in these activities are using standard IT configurations, installing PC with appropriate software, installing printers with appropriate drivers, installation of virus protection software, fixed asset identification and client support. Incumbent uses own judgment and initiative in solving problems and performing technical tasks of a moderate degree of complexity. Incumbent will spend a great deal of time working closely with clients.

QUALIFICATIONS
The following qualifications are the minimum requirements necessary to adequately perform this job. However, an equivalent combination of experience, education and training which provides the necessary knowledge skills and abilities would be acceptable, subject to any legal and/or regulatory requirements.

Education : Minimum requirements include an Associates degree and two (2) years experience or equivalent five (5)years of experience. Healthcare experience is desirable.

Experience: Must have the ability to interact in an effective manner with clients in a complex environment. Must have the ability to communicate and interact with different levels of management, with Information Technology (IT) personnel, and with all departmental clients. Must have the ability to coordinate with vendors for resolutions to problems. The analyst must be able to handle high pressure situations. Job requires good verbal and written communication skills.

PHYSICAL REQUIREMENTS
Sits and walks intermittently throughout the day and will often be required to bend, reach, stoop and lift computer equipment, i.e., printers, CRT's, CPU's, boxes of paper, etc., in excess of 30 pounds. Must be able to work in a deadline oriented environment with moderate to high stress levels.

EEOC Statement
“Harris Regional Hospital is an Equal Opportunity Employer. Harris Regional Hospital is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment.”

Equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran