Description
At NorthBay Health, the Entry-Level Support Analyst – Clinical Applications provides front-line support and basic system maintenance for clinical and ancillary services applications used in the clinic and/or hospital setting as assigned.
This role serves as a liaison between clinical end users and the IT department, ensuring timely issue resolution, effective communication, and continuous improvement in system usability and performance. With guidance from senior analysts and team leads, the Support Analyst assists in gathering requirements, performing system builds, executing test scripts, troubleshooting issues, and ensuring successful delivery of technology solutions that support clinical and business workflows across the organization. The ideal candidate has strong communication skills, attention to detail, and a desire to grow within a healthcare IT environment.
PRIMARY JOB DUTIES
1. Respond to and resolve Tier 1 tickets related to clinical applications.
2. Assist clinical and ancillary users with navigation, functionality, and workflow questions.
3. Escalate complex or unresolved issues to senior analysts or application leads.
4. Document support activities, issues, and resolutions in the IT ticketing system.
5. Participate in testing and validation during system upgrades and build changes.
6. Learn and maintain knowledge of clinical workflows and how they are supported by the applications/technologies we support.
7. Assist in the design, build, testing, and implementation of applications.
8. Participate and support in requirements gathering session with clinical and operational stakeholders.
9. Document workflows, issues, and solutions.
10. Support troubleshooting of basic system issues and coordinate with senior analysts or vendor technical support as needed.
11. Participate in end-user support and training activities, including go-live events and help desk support.
12. Work collaboratively with project teams and cross-functional departments to meet deadlines and goals.
13. Other duties as assigned.
Qualifications
Education: Associate's or Bachelor's degree in Health Information Technology, Healthcare Administration, Computer Science, or related field preferred.
Licensure/Certification: Clinical or IT certifications, Epic certification, or clinical licensing preferred, but not required. Epic certification required within 180 days of hire.
Experience: 0-2 years Epic or clinical IT systems experience and a minimum of 1 year experience in clinical or healthcare operations.
Skills: Strong communication and customer service skills. Requires basic understanding of Microsoft Office tools and IT ticketing systems. Familiarity with clinical environments (e.g., hospitals, clinics, nursing).
Interpersonal Skills: Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.
Standards of Performance: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
Physical Effort: Attendance is an essential function of the job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may participate in the following activities: slight to moderate physical exertion.
Hours of Work: Normally works eight-hour day. Hours will vary according to work demands and project requirements; may require on-call support.
Compensation: $43.78 - $53.23 (Offered is based on years of experience doing the duties of this role)
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