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Clinical Support Specialist - IT Service Desk

Job ID: 8414
Location: Morrisville, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job

Did you know UNC Health has Ranked #2 Most Trusted Healthcare Brand in the U.S.? The UNC Health brand was ranked as the #4 healthcare brand in the United States overall and the #2 most trusted healthcare brand, just after Johns Hopkins and before Mass General. Join our One-Great-Team!

Job Description


Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

This position may involve support of various hospitals and health care systems within the UNC Health Care System, but will be employed by Rex Hospital, Inc. (this includes, but is not limited to, for purposes of payroll, health benefits, retirement options, and applicable policies).

Provides technical support for end users of the electronic medical record (EMR) system. Ensures timely follow-up and resolution of support calls and tickets. Facilitates problem resolution through communication with IT experts responsible for systems as well as evaluating application performance and proper flow of data to attain the required outcome. Utilizes excellent communication skills to provide service excellence to all customers, clinicians and physicians.

1. Assists with creation of end-user educational documentation, publications and training materials as needed. Conducts training to communicate system updates and upgrade functionalities for EMR and other systems as appropriate.
2. Builds relationships and establishes credibility interacting with end users during times of system frustration and reassuring them of timely resolution. Provides on-going support to foster positive outcomes. Works closely with Information Technology staff to assist with testing of new system functionality and system modifications. Collaborates with counterparts to understand client needs in order to improve and maintain customer relationships.
3. Facilitates basic troubleshooting and connectivity issues from incoming customer calls. Tracks and maintains the database of problem calls and requests and follows-up on resolution in a timely manner. Responds to end-user inquiries and ensures they are informed of the status and progress of problem resolution. Escalates complex incidents to a higher level as required.
4. Maintains a current level of familiarity with EMR software and various system applications to include system upgrades, updates, processes and principles utilized with EMR functionality. Provides a degree of quality control resulting in delivering safe patient care. Participates in educational opportunities to keep current with EMR and professional development.
5. Provides assistance and support for the electronic medical record (EMR) system to all end-users. Supports clinical areas to assess systematic needs and provides system support by understanding their goals and challenges and provides timely solutions and recommendations.

Other Information

Other information:
Education Requirements:
● Associate's degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience).
Licensure/Certification Requirements:
● No licensure or certification required.
Professional Experience Requirements:
● If an Associate's degree: Four (4) years of experience, including two (2) years of Clinical or IT experience and two (2) years of experience using an electronic medical records (EMR) system with demonstrated proficiency.
● If a High School diploma or GED: Eight (8) years of experience, including two (2) years of Clinical or IT experience and two (2) years of experience using an electronic medical records (EMR) system with demonstrated proficiency.
Knowledge/Skills/and Abilities Requirements:
● Excellent analytical and communication skills Ability to work well in a team environment Demonstrated ability to successfully manage multiple tasks simultaneously Highly responsive to internal customers

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: IT Service Desk 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care. This is not a State employed position.
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Diversity Statement

The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

Equal Employment Opportunity

UNC Health is an equal opportunity employer. As such, UNC Health offers equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, genetic information, disability, sexual orientation, gender identity or political affiliation.

To verify employment eligibility, UNC Health is committed to Form I-9 and the E-Verify process. Learn further E-Verify details in English or Spanish.

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