ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
Responsible for implementation, modification, and support of applications. Provide support of Patient Portal issues reported by the patient community. Provides support to all end users on a wide variety of hardware and software issues. Evaluates user needs and coordinates with appropriate I.T. personnel when unable to resolve. Maintains tickets for tracking support issues. Assists the team in prioritizing team volume and tasks.
ESSENTIAL DUTIES AND RESPONSIBILITIES
– Other duties may be assigned.
· Serves as the primary point of contact for patients and their families on utilization of technology.
· Serves as the secondary point of contact for clients requiring assistance with desktop, software, and hardware related issues.
· Enters, updates, and resolves reported tickets.
· Provide remote support via telephone/remote control software.
· Troubleshoots issues according to knowledge base articles.
· Provides updates to knowledge base articles that need to be added, modified, or removed.
· Trends system data to identify training opportunities for the patient portal and other patient facing systems.
· Provide outstanding customer service to our clients and maintain positive relationships with other employees and contractors.
· Desire and willingness to work in a collaborative, innovative, flexible, and team-oriented environment, while displaying a problem-solving orientation to issues daily.
· Provide on-call coverage as deemed appropriate by management.
· Flexible to complete any assigned task.
· Ability to quickly learn and adapt to new procedures, processes, technology, and applications.
· Strong planning and organizational skills.
· Exhibit strong communication skills by pro-actively responding to telephone calls, emails, in-person, and automated requests for technical support.
· Identify and escalate production-critical issues to appropriate IT personnel.
· Participates in projects as deemed appropriate by management.
· Participates in Disaster Recovery planning, implementation, and testing.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· Minimum of a bachelor’s degree in Business, Technology, or related field with 1 year of relevant IT or Healthcare experience in assigned area required OR high school/GED with 7 years of relevant IT or Healthcare experience in assigned areas required.
· Epic and/or third-party vendor certification(s)/accreditation(s) for assigned scope of responsibilities must be successfully obtained within 90 days of completing required first-available classes. If you fail to obtain your certification(s)/accreditation(s) within the allowed time frame or do not maintain the appropriate certification(s)/accreditation(s) for your position, you will have 30 days so successfully secure another position within NCH; otherwise, your employment with NCH will be terminated.
· Required to speak and write fluently in English; Spanish preferred.
· Candidates must work onsite in Naples, FL or considered for a virtual position. If a virtual position is offered, candidate may be required to travel onsite up to 25% of the time.
· Excellent verbal and written communication skills are required.
· Ability to solve complex problems in a timely manner.
· Accurate with good attention to detail.
· Ability to work under own initiative / self-motivated.
· Experience working in a large cross-functional team environment.
· Experience with information technology optimization.
· Dexterity to learn new systems and programs rapidly.
· Previous experience in a service center and/or healthcare environment is desired.
· Must have the ability to work nights and weekends as needed.
· Proficient in the Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Visio).
