JOB SUMMARY
*******The Duties of This Position Is Located at West Penn Hospital*******
The Clinical Technology Specialist (CTS) provides essential on-site technical support and guidance to clinical users in hospital and physician office settings, with a focus on ensuring the optimal performance and utilization of computer systems and applications, particularly within the Epic environment. The CTS is a proactive and customer-focused role, responsible for identifying and resolving technical issues, collaborating with internal IT teams, and maintaining strong relationships with clinical staff and management. This role also serves as a critical liaison during system downtime events.
ESSENTIAL RESPONSIBILITIES
- Direct Client Support: Provide expert technical assistance and guidance to clinical users in hospitals and physician offices who utilize computer systems and applications, with a primary focus on the Epic environment. This includes troubleshooting issues, answering questions, and providing training as needed.
- Proactive Rounding: Conduct regular rounds in Epic Inpatient support areas to proactively identify and address potential issues, gather user feedback, and prevent system downtime. Create tickets for other IT teams as needed and meticulously track the resolution and outcomes.
- Problem Solving: Analyze technical problems, propose effective solutions, and implement resolutions in a timely manner.
- Collaboration: Partner closely with internal IT teams through clear and concise "warm handoffs" and task creation to facilitate the resolution of complex technical repairs and the successful implementation of new systems.
- Implementation Support: Actively participate in the implementation and testing of new software and hardware, including Workstations on Wheels (WOWs), PCs, laptops, and peripherals, to ensure proper functionality and seamless integration with existing systems.
- Troubleshooting: Diagnose and resolve basic to intermediate networking, wireless, and telephony issues to maintain optimal system performance and connectivity.
- Downtime Liaison: Serve as the primary point of contact between impacted IT teams and clinical users during system downtime events, regardless of AHN location, ensuring clear communication and efficient coordination of recovery efforts.
- Documentation: Create, maintain, and update comprehensive documentation related to systems, configurations, and company standards to ensure knowledge sharing and consistent practices.
- Relationship Management: Cultivate and maintain professional, collaborative relationships with hospital managers and administrators, proactively addressing any IT-related concerns within the facility and ensuring a high level of customer satisfaction.
- Project Planning: Attend meetings and conduct in-person walkthroughs to contribute to the planning and execution of new hardware implementations, new facility openings, site moves, expansions, and remodel projects.
EDUCATION
Required
- High School Diploma or equivalent
Substitutions
- None
Preferred
- None
EXPERIENCE
Required
- 3 - 5 years in Information Technology
Preferred
- None
LICENSES AND CERTIFICATIONS
Required
- None
Preferred
- None
SKILLS
- None
Language (other than English)
None
Travel Requirement
0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Position Type
Office-Based
Teaches / trains others regularly
Occasionally
Travel regularly from the office to various work sites or from site-to-site
Rarely
Works primarily out-of-the office selling products/services (sales employees)
Does Not Apply
Physical work site required
No
Lifting: up to 10 pounds
Occasionally
Lifting: 10 to 25 pounds
Occasionally
Lifting: 25 to 50 pounds
Never
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
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What We Do
Highmark Health, a Pittsburgh, PA based enterprise that employs more than 40,000 people who serve millions of Americans across the country, is the second largest integrated health care delivery and financing network in the nation based on revenue. Highmark Health is the parent company of Highmark Inc., Allegheny Health Network, and HM Health Solutions. Highmark Inc. and its subsidiaries and affiliates provide health insurance to nearly 5 million members in Pennsylvania, West Virginia and Delaware as well as dental insurance, vision care and related health products through a national network of diversified businesses that include United Concordia Companies, HM Insurance Group, and Visionworks. Allegheny Health Network is the parent company of an integrated delivery network that includes eight hospitals, more than 2,800 affiliated physicians, ambulatory surgery centers, an employed physician organization, home and community-based health services, a research institute, a group purchasing organization, and health and wellness pavilions in western Pennsylvania. HM Health Solutions focuses on meeting the information technology platform and other business needs of the Highmark Health enterprise as well as unaffiliated health insurance plans by providing proven business processes, expert knowledge and integrated cloud-based platforms.
A national blended health organization, Highmark Health and our leading businesses support millions of customers with products, services and solutions closely aligned to our mission of creating remarkable health experiences, freeing people to be their best.
Headquartered in Pittsburgh, we're regionally focused in Pennsylvania, Delaware, West Virginia and New York, with customers in all 50 states and the District of Columbia.
We passionately serve individual consumers and fellow businesses alike. Our companies cover a diversified spectrum of essential health-related needs, including health insurance, health care delivery, population health management, dental solutions, reinsurance solutions, and innovative technology solutions.
We’re also proud to carry forth an important legacy of compassionate care and philanthropy that began more than 170 years ago. This tradition of giving back, reinvesting and ensuring that our communities remain strong and healthy is deeply embedded in our culture, informing our decisions every day.
