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Description:

POSITION SUMMARY

Responsible for the technical administration of digital imaging information systems and technologies and the day-to-day support of users of these systems and technologies. Possesses a comprehensive knowledge of imaging (Radiology, Cardiology, Surgery, Endoscopy, etc.) technologies and the departmental operations that utilize them. Participates in imaging information system and technology projects and will occasionally lead small-scale projects at their primary site. Provides a track record of superior technical problem identification and resolution abilities and will execute resolution steps with minimal oversight. Possesses a track record of excellent customer service skills as supported in feedback by internal and external customers. Position supports PACS and imaging-related applications locally and part of a national support pool.

ESSENTIAL FUNCTIONS

Knows, understands, incorporates and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices and decisions.

Provides day-to-day technical support of digital imaging information systems and technologies and customer support of the users of these systems and technologies with moderate oversight.

Assumes responsibility for scheduled and unscheduled maintenance of hardware and software systems as assigned.

Performs quality assurance, performance verification and preventative maintenance procedures according to program standards.

Performs complex system administrative functions (e.g., system table build functions, patient and exam merges, manual routing of imaging studies, system performance monitoring, storage queue management, etc.).

Schedules and performs structured and ad hoc training of physician, technologist and other end-users with moderate oversight.

Identifies problem and/or opportunity for improvement, develops documentation and communicates new procedures and processes that contribute to the optimal use of digital imaging information systems and technologies.

Maintains appropriate understanding of imaging department policies and procedures and the compliance required while providing support.

Initiates remedial and/or system development action by vendors through the consistent use of the vendor specific remedial action/system development request system.

Provides after-hours on-call support for the immediate resolution of critical/emergency system issues with appropriate supporting protocol in place.

Maintains a high level of customer satisfaction as supported in the customer satisfaction surveys.

Communicates effectively with end users regarding status of system issue resolution.

Functions as a contributing member of the Digital Imaging Technology program and TIS.

Fosters a positive and productive work environment with co-workers, customers and vendors.

Identifies personal and workgroup professional development needs (i.e., includes independent research, attend training and/or conduct training related to insufficient subject area) and takes appropriate action to fulfill these needs.

Demonstrates flexibility in accepting work assignments and models team behavior conducive to work team environment.

Travels between hospital facilities, its subsidiaries and affiliates, Trinity Health Corporate offices, vendor locations and other sites as required.

Maintains current knowledge of regulatory standards which may impact utilization of assigned applications.

Works with responsible end-users to ensure downtime policies and procedures are in place, rehearsed and executed when necessary.

Utilizes TIS service request tracking system in accordance with departmental policy.

Attends and actively participates in user groups and professional organizations to enhance professional knowledge of imaging informatics and technology industry.

Responsible for all duties as assigned.

Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

Associates degree in computer sciences, medical imaging related discipline or equivalent experience in a healthcare technical support role.

Thorough understanding of the supported digital imaging information systems and technologies and their utilization in hospital operations.

Possess a comprehensive understanding of imaging departmental processes, various imaging modalities and how they interface/integrate/interact with one another.

In-depth knowledge of computer networking fundamentals including network components, capabilities, limitations and functions.

Proven track record of excellent customer service skills in a technical support role.

Demonstrates superior skill with technical problem identification, reporting, tracking, resolution and documentation with moderate supervision.

Ability to identify technical and operational risks to the performance of supported imaging information systems and technologies and take proactive steps to mitigate this risk.

Proven high-level competence with hands-on troubleshooting and problem remediation with personal computers, displays, peripheral devices (scanners, modems, UPSs, etc.) and other electromechanical systems.

Extensive experience with the installation and support of PC operating systems, client applications and PC utilities.

Proven ability to interface and foster a positive working relationship with radiologists, referring physicians, imaging department associates, Clinical Engineering associates, system vendors and other external entities.

Must be comfortable operating in a collaborative, shared leadership environment.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

This position operates in a typical office environment. The area is well lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues. Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communications. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions. The incumbent must be capable of traveling in the course of completing project assignments. Frequent over time is required to meet deadlines.

Must be able to set and organize own work priorities, and adapt to them as they change frequently.

Responsible for 24x7x365 application availability and client support.

Must be able to travel to the various Trinity Health sites (20%) as needed (may or may not apply).

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.