What are the responsibilities and job description for the IS Clinical Support Analyst position at Hospice of the Valley?
Join Arizona’s largest, most prominent not-for-profit hospice, serving the valley since 1977.
Hospice of the Valley is a national leader in hospice care and has been serving the Phoenix metropolitan area since 1977. A mission-driven, not-for-profit organization, Hospice of the Valley employs compassionate, skilled professionals who are committed to excellence, enjoy teamwork, and contribute daily to our mission and culture of caring. Team members experience a friendly, supportive atmosphere, leadership support, autonomy, flexibility, and the privilege of doing meaningful, rewarding work.
Benefits:
- Supportive work environment with a culture of caring for patients and one another.
- Competitive wages and excellent benefit program.
- Generous Paid Time Off.
- Flexible schedules for work/life balance.
Position Profile
The IS Clinical Systems Analyst plays a critical role in managing incidents, tracking problems, and ensuring the efficient resolution of system-related issues. This position is responsible for overseeing the lifecycle of incidents from detection through resolution, ensuring that service levels are met, and continuous improvements are implemented. The analyst will also own and manage vendor relationships, collaborate with teams to escalate critical issues, and drive timely resolution to minimize disruption to clinical operations. Additionally, the role involves creating and maintaining knowledge base articles to improve system usability and provide a valuable resource for end-users. The ideal candidate will be proactive in identifying system gaps and driving the resolution of issues, ensuring optimal system performance and user satisfaction.
Responsibilities
This position requires flexibility to meet the evolving needs of HOV staff and volunteers, ensuring that any disruptions to applications and systems are efficiently addressed and resolved.
- Incident Management: Actively manage and resolve system incidents, ensuring a swift response and communication with stakeholders.
- Problem Management: Track and document recurring system issues, creating and managing Problem records to identify root causes and implement long-term solutions.
- Vendor Management: Own and maintain relationships with vendors, ensuring service agreements are met and issues are escalated and addressed effectively.
- Knowledge Base: Develop, maintain, and update knowledge base articles to empower users with solutions to common issues and enhance self-service support.
- Issue Escalation: Identify critical issues and escalate them promptly to the appropriate internal teams or vendors, ensuring issues are prioritized and resolved in a timely manner.
- Collaboration and Resolution: Work closely with internal teams and vendors to resolve issues, track progress, and drive towards resolution in line with organizational priorities.
- Documentation: Maintain comprehensive documentation of incident logs, problem records, resolution steps, and vendor interactions to ensure transparency and continuous improvement.
- System Enhancements: Collaborate with teams to recommend and implement improvements to systems based on incident patterns and user feedback.
Minimum Qualifications
- High school diploma or GED equivalent required.
- Minimum of 3 years of analyst or operational experience in healthcare industry.
- Possess a strong understanding of the business practices of the healthcare industry.
- Experience using or supporting clinical systems.
- Must have excellent working knowledge of Microsoft Office applications.
Preferred Qualifications
- Associate or Bachelor's Degree preferred.
Hospice of the Valley is an equal employment opportunity employer. EOE/M/F/D/V
