Clinical Informatics Helpdesk Technician I - Omnia Healthcare Group

Omnia Healthcare is adding a Clinical Informatics Helpdesk Technician I to our growing team!  This position provides remote frontline technical support to healthcare professionals using our Clinical Informatics Systems.  The position requires a blend of healthcare expertise and IT proficiency, with an opportunity for remote work and a monthly requirement to travel to our home office in Lincolnwood, IL. 

Clinical Informatics Helpdesk Technician I Duties and Responsibilities

• Provide technical assistance to healthcare professionals encountering issues with Clinical Informatics Systems, including electronic health record (EHR) systems, clinical decision support tools, and other healthcare software applications. 
• Utilize remote troubleshooting tools and methodologies to diagnose and resolve technical issues reported by end-users. Escalate complex issues to senior technical staff or vendor support, ensuring timely resolution and minimal disruption to clinical workflows.
• Assist in developing and delivering training materials and resources to educate end-users on the proper use of clinical informatics systems. 
• Collaborate with the IT team to perform routine maintenance tasks, system updates, and software upgrades for clinical informatics systems. Ensure compliance with industry regulations and organizational policies related to healthcare IT security and data privacy.
• Maintain accurate records of user inquiries, technical issues, and resolutions in the helpdesk ticketing system. Generate reports and analyze data to identify trends and patterns, facilitating continuous improvement of support services and knowledge sharing among team members.
• Conduct regular quality assurance checks to ensure the reliability, performance, and security of clinical informatics systems. Implement preventive measures to mitigate risks and vulnerabilities, in alignment with HIPAA and other regulatory requirements..
• Collaborate with interdisciplinary teams, including clinicians, IT professionals, and vendors, to implement new systems, integrate third-party applications, and optimize workflows. Communicate effectively with stakeholders to gather requirements and prioritize support initiatives in alignment with organizational goals..
• Stay informed about emerging trends, technologies, and best practices in clinical informatics and healthcare IT. Pursue professional development opportunities to enhance technical skills and knowledge, contributing to personal growth and team success.
• All other duties, as assigned.

Clinical Informatics Helpdesk Technician I Qualifications and Skills

• Basic understanding of clinical workflows and terminology, with exposure to EHR systems and healthcare software applications.
• Proficiency in basic troubleshooting techniques for hardware and software issues, with a willingness to learn and adapt to new technologies and processes.
• Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical end-users in a clear and concise manner.
• Excellent organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment.
• Commitment to maintaining confidentiality and protecting sensitive patient information in accordance with HIPAA regulations and organizational policies.
• Certification in healthcare informatics (e.g., Certified Health Informatics Systems Professional, CHISP) or equivalent, preferred.
• Familiarity with healthcare IT standards and interoperability frameworks, such as HL7 and FHIR, preferred.
• Experience with remote support tools and techniques for diagnosing and resolving technical issues, preferred.
• Freshservice ticket management experience, preferred.
• Interest in pursuing additional certifications or training programs to further develop technical skills and advance within the field of clinical informatics, preferred.

Clinical Informatics Helpdesk Technician I Education and Experience

• Associate degree or equivalent certification in healthcare informatics, information technology, nursing, or a related field.
• Minimum of 1 year of experience in a healthcare IT support role, preferably in a clinical setting.

Physical Requirements 

• Must be able to travel to Lincolnwood, IL monthly.

Benefits

• 401(k) with company match
• Blue Cross Blue Shield Medical insurance.
• Dental, Vision, and Disability insurance
• Paid time off

Omnia Healthcare Group is the home office that supports over 30 skilled nursing facilities and rehabilitation centers. Omnia is dedicated to cultivating a work environment that is supportive, inclusive, and empowering. Our goal is to equip our employees with the necessary resources, training, and acknowledgment they deserve.

By nurturing a culture of respect, collaboration, and continuous growth, we enable our healthcare professionals to deliver the highest quality care. Together, we strive for excellence, ensuring that our team is motivated, inspired, and equipped to provide compassionate and personalized healthcare services to our community.