Remote Service Desk Manager Jobs in Alabama (NOW HIRING)

Status: Full-Time 

Location: Role will be based out of Alabama, but open to fully remote with travel as needed

Hours: Expected to work 8am-5pm CST roughly 

*On call required*

At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond.

ORLANDO HEALTH - BENEFITS & PERKS:

All Inclusive Benefits (start day one)

• Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

Forbes Recognizes Orlando Health as a Best-In-State Employer

• Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued.

Employee-centric

• Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare

ROLE WILL SUPPORT EPIC RADIANT TEAM

Position Summary

The Epic Products Analyst applies knowledge of healthcare operations to provide direct Epic application support across the Epic software development life cycle for the design, development, implementation, testing, updating, integration, and maintenance of system configuration, system setup, and application tables by analyzing user, system, and application needs, and evaluating alternative approaches to determine the best solution to meet the needs of the organization.

Essential Functions
• Attends meetings to review end-user performance, tracking and trending of issues, workflow problems, system capabilities, monitoring feedback, and potential system enhancement needs.
• Performs workflow analysis, collects data, produces reports, and investigates issues in support of technical and business decision-making efforts associated with the Epic software.
• Participates in change processes, content governance, and prioritization; implements approved new development, system enhancements, and releases.
• Troubleshoots problems and responds to questions received from the Service Desk and end users in a timely manner.
• Monitors system performance; troubleshoots and resolves application issues and system errors.
• Participates in the evaluation and implementation of new module releases.
• Identifies, analyzes, and recommends improvements and enhancements to operational processes and system automation.
• Provides status reports and updates trackers for IT/CE and facility development projects, service line expansions, break/fixes, planned upgrades, and other aspects of the IT/CE program portfolio.
• Collaborates with Business Relationship Management teams to analyze business operations, investigate end-user preferences, and incorporate informatics best practices when making build decisions.
• Creates security classification templates to provide the appropriate level of access, while ensuring the protection of patient health information.
• Designs, modifies, and implements testing processes including script development, recording test results, facilitating end-user testing, testing hardware, and maintaining test environments.
• Coordinates and participates in application upgrades and changes.
• Monitors and collaborates with stakeholders during the integration of interfaced applications to ensure that the build and maintenance of the system and patient data integrity are not negatively impacted.
• Analyzes, designs, configures, tests, and evaluates new or changed clinical/business application functionality and workflows to meet enterprise requirements; manages master file changes for new features.
• Collaborates with Cogito analysts and others as needed for Epic native reports and dashboards.
• Provides information and support to Instructional Designers to facilitate training development.
• Ensures interoperability between Epic applications and other supporting applications.
• Communicates with vendors regarding technical issues with Epic integration.
• Participates in the evaluation and selection of software product standards and services, as well as the design of standard and custom software configurations.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions
• Provides remote end-user support, including participation in on-call service rotations.
• Performs other duties as assigned.

Education/Training 

Bachelor's degree in science, healthcare administration, business, computer science, information systems, informatics, or a related field. Associate’s degree and two (2) years of directly related work experience may substitute for the Bachelor’s degree.
High school diploma or equivalent and four (4) years of directly related work experience may substitute for the Bachelor’s degree.

Licensure/Certification
• Epic certification in the primary build application is required within six (6) months of appointment and must be maintained.

Experience
• Minimum of two (2) years of experience in a healthcare operations field (Acute/Post-acute Care, Ambulatory, Allied Health, or Revenue Cycle) is required. May substitute experience in a healthcare operations field with minimum of two (2) years of experience in an information technology field.
• Exposure to or experience with Epic or other electronic health record software products is preferred.

Prefferred

Strongly preferred:  Epic Radiant certified

Strongly preferred: 3-5 years of clinical experience as a radiology technician