Department Name:
IT Clinical Care-Corp
Work Shift:
Varied
Job Category:
Information Technology
Estimated Pay Range:
$37.14 - $61.90 / hour, based on location, education, & experience.
In accordance with State Pay Transparency Rules.
Banner Health was named to Fortune's Most Innovative Companies in America 2025 list for the third consecutive year and named to Newsweek's list of Most Trustworthy Companies in America for the second year in a row. We're proud to be recognized for our commitment to the latest health care advancements and excellent patient care.
The Clinical and Digital Imaging Service Desk team serves as the critical technology backbone that enables seamless healthcare delivery across Banner Health's network. This specialized team provides essential remote support for Electronic Health Record (EHR) systems and Medical Imaging Picture Archiving Communication System (PACS), covering both acute and ambulatory care settings. By maintaining up-to-date knowledge of healthcare IT trends and regulatory standards, the team ensures that clinical staff have reliable access to patient information and diagnostic imaging tools when they need them most. As advocates for technology solutions that support patient care standards and outcomes, they resolve conflicts between clinical workflows and electronic systems while maintaining the highest standards of patient safety and confidentiality. Their expertise directly supports Banner Health's mission by eliminating technological barriers and ensuring healthcare providers can focus on delivering exceptional patient care.
Your day begins by monitoring the Clinical and Digital Imaging Service Desk queue, where you'll answer, resolve, and document incoming calls, emails, and instant messages from healthcare professionals across Banner Health's facilities. You'll collaborate closely with physicians, nurses, radiologists, IT teams, and department personnel to troubleshoot complex system issues, provide first-call problem resolution, and escalate critical matters when necessary. Whether you're resolving PACS connectivity issues that impact diagnostic imaging, guiding clinical staff through EHR navigation, or supporting project implementations, every interaction directly impacts patient care delivery. The ideal candidate thrives in a dynamic, fast-paced environment where priorities compete based on urgency, possesses strong analytical and problem-solving abilities, and demonstrates excellent interpersonal skills with a customer service orientation. This role offers the rewarding opportunity to serve as a change agent and trusted resource, ensuring that Banner Health's clinical information systems consistently support the dedicated healthcare professionals who serve our patients.
Shift: 9:00am - 7:30pm Friday - Monday AZ time zone (Subject to change depending on need) Training will be Monday - Friday 8am - 5pm AZ time
This position can be Hybrid/Remote only if located in Arizona, California, Colorado, Nebraska, Nevada or Wyoming.
Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.
POSITION SUMMARY
This position provides IT Clinical Application customer support expertise for EHR and other related clinical applications and mentors peers in this scope. The scope of this coverage includes both Acute and Ambulatory care settings. The incumbent answers, logs and resolves customer issues and provides supplemental training via a centralized, remote call center structure. In addition, incumbents provide clinical application support for various teams, work groups, committees, and project implementations. This position supports the organizational vision and direction for Banner Health's EHR applications, design, management, and related workflow. The Clinical Service Desk Analyst II serves as a liaison between the facility or specialty area, onsite clinical application support staff, and the Information Technology team to communicate user needs and facilitate system modification to meet user needs.
CORE FUNCTIONS
Maintains up-to-date knowledge of trends and advances in the field of Healthcare IT, as well as new developments in computer hardware and software technology. Maintains up-to-date knowledge of nursing practices, regulatory standards, and organizational direction. Utilizes this knowledge in supporting users and process teams and educates peers. Utilizes this knowledge to assist in the development of tools and resources to support team member and peers. Utilizes data analytics to identify trends and opportunities to enhance user support.
Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Clinical Service Desk queue in a timely fashion. Receives and resolves escalated incidents from other work groups. Interacts with the customer, department and vendor support to facilitate first call problem resolution. Assists in the coordination of the team to proactively identify and document interactions with customers using problem tracking systems. Escalates user issues as needed by contacting the appropriate area. Updates the problem tracking system as necessary. Identify trends and collaborate with system teams on issue resolution.
Assists staff in the use of existing technology in a manner which promotes maintenance of patient safety and confidentiality and assists with facility-specific and system-wide processes and principles.
Collaborates closely with other IT Clinical Application, Education, and IT teams to identify, investigate, track, and resolve project, system or application issues ensuring the solution is timely and of acceptable quality. Influences partners in cross-team collaboration to ensure system-wide goals are met.
Assists in developing and utilizing on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members. Performs communicator functions. Develops and evaluates the effectiveness of communication tools and processes. Regularly updates team members regarding current status, issues and trends related to the use of clinical information systems. Immediately escalates critical issues to leadership. Maintains a line of communication to all users of clinical information systems.
Provides support for various projects and implementations. Participates in post implementation change evaluation, develops, and implements action plans and supports users in maintaining changed workflow and technological processes. Assists with coordination of customer communication, testing, and support with IT application and onsite teams for unscheduled downtimes.
Assists with communicator functions for internal teams. Participates in the development and evaluation of the effectiveness of communication tools and processes. Responsible for regular updates for team members regarding current status, issues and trends related to the use of clinical information systems. Responsible for maintaining communication to all users of clinical information systems.
This position has responsibility for selected information applications or systems. Work is performed in a fast-paced multi-tasked environment where there may be conflicting priorities to the urgency of the issue and or application. This position must interact with and support all levels of customers both internal and external throughout the system or specialty area. Customers can be defined as but, not limited to: All levels of management, IT staff, medical providers, other healthcare team members, and vendors. A key component of this job is to be able to participate on teams effectively; work in partnership with numerous departments, e.g. IT, Nursing, Laboratory, Project Managers, Physicians, leadership and staff to meet published timelines and milestone dates in conjunction with other team members. Must be a change agent throughout the scope of all projects.
MINIMUM QUALIFICATIONS
Incumbents must possess knowledge and experience equivalent to completion of a bachelor's degree in computer science or related business discipline; and have a license for a clinical position in a practicing state; or certification in a clinical healthcare setting; or at least 3 years working in a clinical environment and/or providing technical support for clinical applications.
Must be proficient in the use of system office applications. Must possess a basic understanding of integrated clinical systems. Must have highly developed interpersonal and critical thinking skills with the ability to prioritize needs rapidly. This position requires the ability to convey messages and thoughts clearly to a diverse audience, using both verbal and written mediums. Requires the ability to promote change among large groups of workers. Requires the ability to coordinate information and activities, work under stress of deadlines and frequent interruptions, and to possess analytical problem-solving skills. Requires the maintenance of familiarity with clinical care processes and information technology.
Must possess effective written/verbal communication, presentation, and facilitation skills. Must have experience in a multidisciplinary health care environment. Demonstrate ability to work independently and a team contributor. Must be proficient on personal computers and have intermediate knowledge of word processing, spreadsheet and other applicable office software.
PREFERRED QUALIFICATIONS
Depending upon assigned area of responsibility, position requires applicable certifications and/or licensures, including but not limited to: PT/OT; RT; Certified Healthcare Protection Administrator (CHPA); Certified Protection Professional (CPP); Associate in Risk Management (ARM); Registered Health Information Administrator (RHIA); Registered Health Information Technologist (RHIT); Certified Healthcare Facility Manager (CHFM); Certified Coding Specialist (CCS); Certified Professional Coder (CPC)
Additional related education and/or experience preferred.
EEO Statement:
EEO/Disabled/Veterans (https://www.bannerhealth.com/careers/eeo)
Our organization supports a drug-free work environment.
Privacy Policy:
Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)
EOE/Female/Minority/Disability/Veterans
Banner Health supports a drug-free work environment.
Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability
