Weill Cornell Medical College Application Support Specialist in New York, New York
Primarily responsible for resolving end-user application issues to support the Electronic Medical Record (EMR) and other clinical systems across Weill Cornell Medicine and its affiliates. This role also participates in all aspects of implementation including analysis, development, training, and go-live support.
Works with the phone queues and case tracking system, effectively triages and resolves complex customer application issues to departmental standards while maintaining high levels of customer satisfaction during the currently established hours of operation.
Teams with other functional areas to manage the resolution of cases that involve multiple areas of both clinical and technical expertise.
Participates in all aspects of the implementation process in support of application go-lives and upgrades.
Interfaces with internal and external customers via on-site meetings, email, or telephone to collect necessary information to ensure project milestones are met.
Provides direction, documentation and training to assist in resolving appropriate application issues.
Develops and maintains documentation for policies and procedures, projects, and other areas as necessary.
Executes routine quality control testing of all remote site services pertaining to application support and business continuity
Performs on-call (off-hours) duties which include, but are not limited to, the monitoring of message boards and email, participation in group calls, and liaising with other teams for timely resolution of high priority issues.
- Bachelor's Degree in related field
Approximately 4 years of related work experience.
At least 1 year of experience providing application support and professional services in a healthcare specialty, business, education, or relevant field.
At least 1 year of experience in troubleshooting windows workstations including network and operating systems.
Maintains certification on the supported application(s) as well as a level of proficiency to perform functions of the position.
Experience working in, or closely with, ambulatory medical care clinics and experience working with physicians.
Knowledge, Skills and Abilities
Knowledge of thin client architecture.
Knowledge of Electronic Medical Record, Registration, Scheduling, Billing, Transcription, EMPI, ADT, or other clinical and ancillary systems utilized in hospitals and physician practices.
Experience with hand held devices and Macintosh Operating Systems.
Experience working with and managing colleagues in a matrix-management model is helpful.
Attention to detail, patience, and a positive, customer centric attitude.
Strong verbal, written communications, and interpersonal skills.
Demonstrated ability to develop proficiency with unfamiliar toolsets.
Demonstrated ability to meaningfully contribute value as member of a team, supporting coworkers when necessary to ensure a positive user experience and smooth operations; including reliability and punctuality.
Licenses and Certifications
Working Conditions/Physical Demands
Promotes and maintains favorable work environment for yourself, your staff, and others to assist in your projects and the overall mission of the medical college and hospital. Advocates within the organization(s) for the projects to which you are assigned and the business and strategic goals they are intended to meet.
Position requires working in an office environment where there some physical discomforts such as dust, dirt, noise and the like are present. Ability to work off-hours and weekends for go-lives, testing and emergencies, as well as light travel between office locations, primarily within NYC is required. Occasional meetings or clinical staff interactions in typical patient care areas may be required though direct patient exposure is not expected. Occasional moving of computer equipment or similar objects up to approximately 50lbs may be required to expedite projects
Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world. Our doctors and scientists-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization-are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity/Minorities/Females/Vet/Disabled employer.