Physician Hotline Analyst

Company: Inova Health System
Location: Sterling
Posted on: February 19, 2021

Job Description:

Job Description

Inova is Northern Virginia's leading nonprofit healthcare provider, recognized in 2019 and 2020 by U.S. News & World Report, which named Inova Fairfax Hospital the #1 hospital in the Washington, DC region. Each of Inova's five hospitals holds a 5-star rating from the Centers for Medicare & Medicaid Services (CMS), distinguishing Inova as the highest-rated large health system in the U.S., and the only system to have all hospitals receive five stars. All five Inova hospitals were awarded 'A' grades for the spring 2020 Leapfrog Hospital Safety Grades, recognizing Inova's achievements in protecting patients from harm and providing safer healthcare.

Inova Fairfax Medical Campus was named to the Fortune/IBM Watson Health 100 Top Hospitals list, ranking in the top 10 nationwide among Major Teaching Hospitals. Our mission is to provide world-class healthcare - every time, every touch - to each person in every community we have the privilege to serve. Inova's 18,000 team members serve more than 2 million individuals annually through an integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services and destination institutes. Inova is home to Northern Virginia's only Level 1 Trauma Center and Level 4 Neonatal Intensive Care Unit. Its hospitals have a total of 1,936 licensed beds. More information and statistics about Inova can be found at .

Summary

Provide daily intermediate computer support to users through installation, troubleshooting, and support of networked computing devices and stand-alone computing devices. This includes all workstations and all mobile computing devices,printers, and scanning devices, hardware and software applications. Excellent oral and written communications skills to provide outstanding customer service onsite and via phone. Effectively organize problem determination/resolution stepsto most effectively provide excellent customer service. Escalate problem (when required) to the appropriately experienced technician.

Experience in training and/or support of end user employees. Experience in providing technical support. Strong knowledge of customer service practices and procedures. Excellent communication skills. Experience troubleshooting problems with end user devices or applications to include Windows XP/7+ and other end user devices such as printers, scanners, and desktop applications or knowledge of clinical applications such as Epic, Care Fusion or CICU. Background or experience working in the healthcare industry/hospitals.

Experience

Requirements

• 5 years of related professional experience
• Preferred: 6 years of related experienceEducation:
  
  • High School Diploma and the following knowledge:
    
    • Fundamental Tier 1 knowledge of troubleshooting, resetting, re-installing of the Citrix Receiver on mobile and laptop devices.
    • Fundamental Tier 1 knowledge of RSA token file generation and implementation for implementation on physicians device.
    • Fundamental Tier 1 knowledge of Active Roles and related password reset and account re-enabling.
    • Fundamental Tier 1 proficiency of all Epic modules to provide assistance for physicians and the ability to resolve locked accounts.
    • Fundamental Tier 1 knowledge of Nuance Dragon profile troubleshooting to include specifically Nuance profile update and PowerMic mobile.
    • Fundamental Tier 1 knowledge of McKesson OneContent and specifically troubleshooting EPIC hyperlink launch.
    • Preferred: Bachelor's degreeCertification:
      
      • Technology, Informatics, or Epic proficiency/certification in appropriate application.
      • Ability to obtain Epic proficiency/certification within 6 months of employment
      • Preferred: Professional certification in Informatics, Project Management, Lean/Six Sigma and Epic applicationSpecial Skills:
        
        • Strong verbal skills, communication skills, computer skills.
          Our commitment to keeping patients safe means there's no safer place for you to work. We safeguard our patients, by safeguarding our team members.
          
          • Inova is well stocked with the best and latest PPE
          • Masks are provided to patients entering our buildings, and offered free to visitors
          • Covid-19 patients are isolated in dedicated areas
          • Inova operates curbside Covid-19 testing sites that are far removed from the main facilities
          • All team members are trained in the latest screening guidelines
            Work Site Location
            NOKES BOULEVARD
            Work Site Address
            45745 NOKES BOULEVARD
            Work Site City/State
            STERLING, VA
            Schedule
            Days Vary
            Shift
            Any
            EEO Tagline
            M/F/Vets/Disabled

Keywords: Inova Health System, Sterling , Physician Hotline Analyst, Professions , Sterling, Virginia