Ethica Corporate Office

– a place where you’ll be valued, recognized and rewarded for the vital work you do each day. We’ll surround you with a strong team and leadership that supports every aspect of your life – both inside and outside of our centers. And you’ll get to practice your passion  in a non-profit, mission-driven organization that’s known for the highest level of care in our communities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the first-line support resource for clinical information system help desk tickets, troubleshooting, and user assistance.
• Triage, investigate, and resolve routine clinical application issues, escalating complex or unresolved issues to the Clinical Information Specialist II and/or Director.
• Provide direct user support for clinical documentation workflows, system navigation, and daily operational needs.
• Manage user onboarding, role-based access, security permissions, and termination processes for clinical applications in accordance with staffing models and governance standards.
• Maintain accurate documentation of user access, system changes, and issue resolution activities to support audit and compliance requirements.
• Assist with routine system maintenance, configuration updates, testing, and validation activities for clinical applications.
• Support clinical system implementations, upgrades, and go-live activities through testing, training, and at-the-elbow support.
• Assist with development and maintenance job aids, workflow guides, and training materials to support end users.
• Collaborate closely with IT, Security & Privacy, Compliance, Clinical Information Services, and vendor partners to resolve issues and improve system performance.
• Monitor common issues and trends to proactively identify opportunities for workflow improvement, training, and system optimization.
• Follow enterprise governance, privacy, security, and compliance standards in all system and data activities.
• Participate in enterprise committees, project teams, training initiatives, and continuous improvement efforts.
• Engage in ongoing learning to expand knowledge of clinical workflows, healthcare regulations, and informatics technologies.
• Promote a culture of collaboration, accountability, and servant leadership.
• Perform other duties as assigned to support organizational success.
• Promotes the image and reputation of the System by exhibiting servant leadership and providing direct and open lines of communication.
• Contributes to the work of committees, workgroups, project management, and other collaborative efforts of the System.
• Performs other duties as necessary to ensure the success of the System.

SKILLS AND ABILITIES

• Strong customer service orientation and ability to support clinical users in fast-paced environments.
• Working knowledge of clinical documentation workflows and healthcare operations.
• Ability to triage issues, apply troubleshooting techniques, and escalate appropriately.
• Strong organizational skills and attention to detail, particularly related to access management and documentation.
• Ability to follow governance, security, privacy, and compliance standards.
• Effective verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to learn and apply new technologies quickly.

MINIMUM QUALIFICATIONS

• Associate’s or Bachelor’s degree in Healthcare, Information Systems, Health Informatics, Business, or a related field; or an equivalent combination of education, training, and relevant experience.
  
  Preferred:
  • Clinical background such as CNA, LPN, RN, Medical Assistant, Pharmacy Technician, Therapy Assistant, or similar.
  • Experience working in Skilled Nursing, Home Health, Hospice, Pharmacy, or healthcare operations.
  • Experience supporting electronic health record systems, clinical applications, or healthcare IT help desk functions.

SUPERVISORY RESPONSIBILITIES

• No

EEO / M / F / D / V / Drug Free Workplace

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