Help Desk Level 3 - Clinical Systems Support Job at GenesisCare
At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world.
Role Summary:
Act as a liaison between physics, end users and the clinical systems department. Handles all support escalations related to treatment planning applications and manages implementations of new treatment planning software. Evaluates and implements upgrade projects related to treatment planning software such as Eclipse, Monaco, RadCalc and Velocity.
The Help Desk Level 3 - Clinical Systems Support must work with co-workers in the clinical operations team to research problems and find solutions; and be capable of analyzing software/database errors in a complex clinical environment, must participate in diagnostic procedures by listening to and following instructions.
This position will receive direct guidance from the VP of Clinical Systems and Clinical Systems RO Manager. The position will also require ongoing education, attendance at technical conferences and seminars to keep abreast of new software and hardware product developments around cancer care. Must follow reference manuals and company policies to perform essential duties satisfactorily. Candidate must be able to deal with complex situations that may also be time critical and stressful
Candidate must:
- Be able to travel for long periods
- Be sitting for extended periods of time
- Be available after working hours.
Your Key Responsibilities:
- Under limited supervision, plan and coordinate treatment planning upgrades, consolidations, and migrations.
- Field incoming treatment planning related problem tickets from the support desk as 2nd or 3rd level support.
- Defines and documents problems that can be resolved at lower level and monitor results to adjust to new issues/problems.
- Serves as escalation point for complex inquiries and/or initiates service calls to vendors following up on the completion of service for vendor specific software and hardware.
- Identifies sources and trends of technical problems to prevent future occurrence and maintain a knowledge base to troubleshoot faster repetitive problems.
- Management and support of radiation oncology treatment planning software systems.
- Maintains and develops working knowledge of software and hardware used in clinical operations.
- Learns all appropriate treatment planning applications used by the practices and prepares training materials as well as coordinate vendor training with users.
- Works with Physics Management to prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
- Tracks and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
- Communicates treatment planning application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
- Test fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved.
- Provides support for the testing of new and existing treatment planning applications under development or consideration for purchase.
- Other duties as assigned.
Minimum Qualifications:
- College diploma or university degree in the field of computer science, information systems or 5+ years equivalent work experience.
- In-depth, hands-on knowledge of and experience with healthcare applications, including but not limited to Eclipse and Monaco products.
- Project Management experience
- Working knowledge of DICOM and PACs systems
- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
- Able to develop and interpret technical documentation for training and end user procedures.
- Knowledge of trends in technology relating to software applications.
- Good understanding of the organization’s goals and objectives.
- Excellent written, oral, interpersonal, and presentational skills.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly detailed, self-motivated and directed.
- Ability to absorb new ideas and concepts quickly.
- Good analytical and problem-solving abilities.
- Ability to effectively prioritize and multi-task in a high-pressure environment.
- Ability to effectively work and team clients, management, and staff members
- Very strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- 5+ years’ experience in application support, software implementation and user training.
- 2+ years’ experience using treatment planning applications. Eclipse and Monaco highly preferred
- Experience and/or background supporting IT and/or hardware/software systems in a medical imaging and/or clinical environment is preferred.
- Mathematical and programming skills and Crystal Report to include SQL are also desirable.
- Strong problem solving and analytical skills together with strategic systems thinking.
- Strong communication, presentation, personal interaction, and service delivery skills.
- Ability to work across a broad array of groups and continue to make progress.
- Proven ability to communicate effectively with cross-functional teams.
- Strong People and Management skills
About GenesisCare:
Across the world, we have more than 440 centers offering the latest treatments and technologies that have been proven to help patients achieve the best possible outcomes. For radiation therapy, that includes over 130 centers in the U.S. as well as 14 centers in the U.K., 21 in Spain and 36 in Australia. We also offer urology and pulmonology care in the U.S. in over 170 integrated medical offices. Every year our team sees more than 400,000 people globally.
Our purpose is to design care experiences that get the best possible life outcomes. Our goal is to deliver exceptional treatment and care in a way that enhances every aspect of a person’s cancer journey.
Joining the GenesisCare team means a commitment to seeing and doing things differently. People centricity is at the heart of what we do—whether that person is a patient, a referring doctor, a partner, or someone in our team. We aim to build a culture of ‘care’ that is patient focused and performance driven.
GenesisCare is an Equal Opportunity Employer that is committed to diversity and inclusion.
Please be vigilant of online scams impersonating GenesisCare. Please note that we will only contact qualified applicants via an official GenesisCare email account ending in genesiscare.com and/or via an official Workday email ending in myworkday.com.
GenesisCare is an Equal Opportunity Employer.
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