About Us
The Iowa Primary Care Association (Iowa PCA) has supported Iowa’s community health centers for over 36 years to expand access to affordable, high quality, integrated care. The Iowa PCA, along with our sister companies INConcertCare (INCC) and IowaHealth+ (IH+), provides training, technical assistance, and shared services opportunities in quality improvement, value-based care, health information technology, and other areas. We are now expanding our services through a new partnership with Iowa Health and Human Services to serve as the new statewide Behavioral Health Administrative Service Organization (BH-ASO). It’s an exciting opportunity to expand our efforts and connection to the broader behavioral health safety net.
Position Overview
The Help Desk Specialist will primarily be responsible for overseeing the day-to-day duties of the help desk software system. In this capacity, this role will triage and troubleshoot to resolve complex help desk tickets, take incoming help desk related calls, as well as develop relationships with technology teams at member health centers and software support vendors.
Key Responsibilities
The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.
Customer Relations
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Serves as primary point of contact for Help Desk tickets and incoming helpdesk phone calls and for internal IT tickets as assigned.
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Provides exceptional customer service as member of the support team responsible for clinical and end-user support.
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Work collaboratively with staff at health center sites to most efficiently solve problems specific to their center. Follow internal guidelines as well as exercise professional judgement to escalate tickets timely.
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Works with staff over the phone at health center sites to support and solve problems specific to EHRS and related applications
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Develop relationships with third party software vendors that are supported by the Iowa Primary Care Association, INConcertCare and IowaHealth+.
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Work closely with the organizational teams on IT related projects needing assistance and communicate vital information to best support other HIT and data needs.
Implementation and Maintenance of HIT
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Acts as a backup to HIT projects to provide additional support where needed.
Support
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Utilize and manage the Company’s ticket tracking system. Maintain and update thorough documentation. Develop and maintain SOP’s, KB’s and application support documentation for a wide variety of applications and processes.
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Serves as member of the support team responsible for clinical/end-user level I/II support
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Support health center implementation teams during implementation phase and for a time after go live, providing knowledge of software functionality.
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Provide user account administration for network and application access.
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Manages and support interfaces for health centers such as state immunization registry.
Other Responsibilities
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In partnership with peers ensure coverage of and provide vendor support for various health center reporting and compliance initiatives and other public health reporting requirements.
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Work among the team to facilitate cross training and expand our knowledge to enhance our capacity to support the large variety of applications we host.
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Performs other duties as assigned.
Qualifications/Experience
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Bachelor’sDegree in Liberal Arts, HealthEducation, Education, Sciences orAssociate Degreewith equivalent experienced required
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Experience withhelpdesksoftware, phone support, andcustomer service.Knowledgeable about HIT applications and/or familiarity withuseof HIT applications in the ambulatory/outpatient setting.
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Knowledge with anElectronic Health Recordand/orAthenaPracticeorEpica plus.
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Proficiencywith Microsoft Office suite isrequired.
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3-5years’ experiencein help desk, customer support, or HIT implementation duties.
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Prior experience implementing andmaintainingsoftware applications.
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Knowledge of VOIP phone systems, network systems, and basic IT troubleshooting a plus.
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Involvement in professional organizations, or community organizations/communityservicethat work with healthcare.
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Demonstrated work experience supporting /maintainingHIT applications.
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High analytical skills,languageand reasoning ability. Excellent business acumen.
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Demonstrated experience providing strong customer service.
Telecommuting and Travel
This position is required to be on-site. Some travel may be required to community health centers via vehicle or conferences via air travel.
Why join us?
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The opportunity to make an impact on the healthcare of Iowans
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Great benefits including affordable healthcare plans, dental, vision, 401K with employer match, generous PTO package, paid parental leave, life insurance, and education discounts
Iowa Primary Care Association Core Values
Accountable, Collaborative, Deliberate, Proactive, Respectful, Transformative
Learn more about the Iowa PCA at www.iowapca.org
