8:00 AM - 4:30 PM, MONDAY - FRIDAY
FULL TIME BENEFITED
The Office Support Analyst will work closely with other Analysts
to ensure ongoing success maintaining vendor software at Covenant
Healthcare. Primary role of Application Specialist is to provide
comprehensive support to physician practices on Covenant's EHR
system, while also providing appropriate training and go-live
support. May also provide basic build and configuration of systems.
The Application Specialist is responsible for achieving a solid
working knowledge of the software and functionality; and physician
office workflows. This individual should be knowledgeable about
hospital / departmental policies and procedures. The Office Support
Analyst will work with the Vendor and Covenant representatives from
multiple departments, both Super Users and end users, to
communicate changes within the Vendor software to fit the
organization's needs. Complete monthly scheduled visits to
physician offices they support to communicate educational
materials, system enhancements, future training opportunities,
collect key information to resolve issues, and offer at the elbow
support and workflow optimization. On an as needed basis, assist
with data collection, report details, and other departmental
support tasks for the benefit of the department / organization. The
Office Support Analyst will participate in the training of the end
users. Demonstrates excellent customer service performance in that
his/her attitude and actions are at all times consistent with the
standards contained in the Vision, Mission and Values of Covenant
HealthCare and the commitment to Extraordinary Care for Every
Generation. The Office Support Analyst may rotate call with other
team members to provide 24x7 emergency support for the department
if needed. The Office Support Analyst may be expected to provide
remote support if necessary.
Monthly physician office support visits
Facilitate dissemination of education and training materials
Physician office IT point person for facilitating and resolving
requests and incidents
Assists in go-live training and support.
Provides technical support to end users of applications.
Performs software quality assurance testing.
Develop and maintain testing scripts.
Develop and maintain tip sheets and basic end-user
Basic build and configuration of system.
Appropriately represents Covenant HealthCare by promoting a
positive image to the project team, departments, medical staff,
leadership and outside constituents
Listens and responds to questions/concerns of co-workers and
other members of the organization
Keeps an objective focus in all interactions
Works with multi-departmental users on the sharing of data,
category lists, etc.
Assists with training through the development of training tools
and training of key staff
Utilizes appropriate methodologies for communication, issue
tracking, system, and project documentation.
Troubleshoots problems or questions from end users
Prioritizes issues and workload effectively
Effectively answers questions and/or concerns regarding the
system in a positive fashion
Works effectively as both a team member and one on one
Works independently, seeks guidance as necessary
Understands the importance of critical deadlines and plans
accordingly to accomplish goals
Demonstrates excellent written and verbal communication
Demonstrates excellent listening skills.
Demonstrates excellent customer service
Contributes to organization success targets for patient
satisfaction and net operating margin
Demonstrates commitment to the quality philosophy and values of
Covenant by maintaining established policies and procedures;
organizational objectives; continuous quality improvement; quality
assessment and safety standards
Ensures all duties are performed in a courteous manner
Utilize appropriate Project/Change Management system(s) in a
timely manner and with sufficient detail to foster communications
with IT and other departments
Must become and maintain Epic certification in specified
application within 6-months of attending first vendor course.
In-depth and complete knowledge of physician office system
Should have strong working knowledge of hospital / office
operations in the organization.
Strong computing skills including a working knowledge of Word,
Power Point, and Excel, web browsing, and email applications and/or
a willingness to learn.
Excellent written and verbal communication skills with
demonstrated capabilities in follow-up activities.
Must demonstrate a positive and enthusiastic attitude in all
Must be a team player with the ability to work independently as
well as in small or large teams
Demonstrates the ability to resolve problems timely and
Must be approachable and have the ability to deal positively
with employees at all levels of the organization
Protects and maintains the confidential nature of
WORKING CONDITIONS/PHYSICAL DEMANDS
Ability to maintain regular, punctual attendance consistent with
the ADA, FMLA and other federal, state and local standards.
Frequent Stand, Walk, Sit, use of hands/fingers and
Occasional lift/Carry, Push/Pull, Climb, Balance, Stoop/kneel,
twist/reach and far vision
NOTICE REGARDING LATEX SENSITIVITY IN APPLICANTS FOR
It has been determined that Covenant HealthCare cannot provide a
latex safe or latex free work environment at any of its facilities.
Unfortunately, that means that any individual, including an
applicant or an employee, is likely to be exposed to latex while on
Covenant's premises. Therefore, latex tolerance is considered to be
an essential function for any position with Covenant.