Sr Pharmacy Application Analyst

At ScionHealth, we empower our caregivers to do what they do best. We value every voice by caring deeply for every patient and each other. We show courage by running toward the challenge and we lean into new ideas by embracing curiosity and question asking. Together, we create our culture by living our values in our day-to-day interactions with our patients and teammates.

Job Summary

Documents and responds to customer requests and questions regarding information systems, software, and hardware utilizing a call tracking application. Answers questions or resolves issues. Assists in resolving related issues that are of a more complex nature. Serves as the subject matter expert for assigned systems. Trains/guides less experienced staff. 

Essential Functions

• Accepts requests and questions from customers and other support staff through various preferred media
• Follows up to ensure accurate and timely resolutions are provided
• Uses good judgment in escalating unresolved problems and communicates status to the customer
• Monitors the Group Queue to ensure work requests are handled in a timely manner
• Provides advanced troubleshooting and resolution of incidents and resolves complicated calls referred to less experienced staff
• Listens to issues and questions as reported by customers on assigned hardware, software and uses troubleshooting skills to provide answers or resolutions
• Creates and maintains department manuals, documentation, abstracts, and summaries that are clear, concise, complete, correct and easily understood
• Provides after-hours on-call support as scheduled or needed
• Delivers new and ongoing training for personnel using current support documentation
• Actively participates in projects as needed and transitions new applications to the team
• Continuously monitors department processes and recommends to management new and innovative ideas for improvement
• Monitors department performance objectives, meets standards, and assures customer satisfaction goals are met
• Identifies frequently encountered problems/questions/solutions and works with appropriate IS groups to find ways to reduce call volume
• Assists manager by conducting candidate interviews, participates in the hiring decision, and provides coaching, mentoring, and supervisory duties as required

Knowledge/Skills/Abilities

• Excellent analytical and problem-solving skills
• Current working knowledge of major software packages used by company, setup/configuration, and missions of each
• Able to identify and communicate trends and work with others within the team or departments to define corrective action on a broad scale
• Proven management skills to supervise and train staff
• Approximate percent of time required to travel:  10%

Education 

• Bachelor’s degree or equivalent work experience in related field preferred
• Knowledge of ITIL methodology and best practices preferred

Licenses/Certifications

• Professional certifications related to Essential Functions preferred

Experience

• 5 years computer systems support experience or other experience resulting in same knowledge level
• Minimum 3 years experience required in a clinical or financial setting, preferably in the Health Care industry