Analyst, Help Desk - Physician Services

Help Desk Analyst, Physician Services

Schedule: Full-time, Days (Monday-Friday) 

Responsible for supporting end users at Haywood Regional Medical Center and the Western Carolina Physician Network practices. 

Your experience matters  

Haywood Regional Medical Center is part of Lifepoint Health, a diversified healthcare delivery network with facilities coast to coast. We are driven by a profound commitment to prioritize your well-being so you can provide exceptional care to others. As a Physician Services Analyst joining our team, you’re embracing a vital mission dedicated to making communities healthier ^®. Join us on this meaningful journey where your skills, compassion and dedication will make a remarkable difference in the lives of those we serve. 

More about our team  

The IT department at Haywood Regional Medical Center provides critical support to physician practices across the Western Carolina Physician Network, ensuring seamless operation of clinical and administrative systems. The team manages software and hardware troubleshooting, EMR upgrades, workflow optimization, and coordinates technology needs for new practice setups and relocations. Their work is essential to maintaining efficient, secure, and responsive healthcare delivery.

How you’ll contribute  

A Physician Services Analyst who excels in this role: 

• Involvement in identifying and implementing new workflows, able to manage and participate in multiple site installations at once, participate in EMR upgrades, new functionality, documentation, testing. 

• Provide support to end users to triage, troubleshoot and resolve issues with software and hardware.

• Physician Support Tickets: Document, work and resolve support tickets submitted by the Western Carolina Physician Network.  

• Resolves Client Calls. Answer clients’ questions concerning application usage (i.e. Athena Health, Paragon Applications, Medical Records, Microsoft Office products, etc.), and hardware issues (i.e., Printer and PC).

• Routes Client Issues.  Serve as escalation contact for all practice managers.  Act as a liaison between physicians and office staff and the Athena Health and Paragon application teams.

• Prepare Reports. Prepare detail and summary reports on each week and month reflecting number of calls received, number resolved, number open (by area and total) and analysis of date and time calls received.

• Rounding Schedule.  Work with practices managers to set scheduled on-site visits for each practice.

• New practices and moves.  Coordinates with practice managers to assist from I.T. perspective and as related to overall workflow in practices.  This includes determining needs for end-user devices as well as network needs.
  
   

Why join us  

We believe that investing in our employees is the first step to providing excellent patient care. In addition to your base compensation, this position also offers:   

• Comprehensive Benefits: Multiple levels of medical, dental and vision coverage — with medical plans starting at just $10 per pay period — tailored benefit options for part-time and PRN employees, and more. 
• Financial Protection & PTO: Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off. 
• Financial & Career Growth: Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match. 
• Employee Well-being: Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs). 
• Professional Development: Ongoing learning and career advancement opportunities. 
• Health & Fitness Center Access www.myhaywoodregional.com/locations/haywood-regional-health-fitness-center 

What we’re looking for  
Applicants should have an associate's degree and two years’ experience or equivalent combination of education and five years of experience. Additional requirements include: 

• Previous healthcare experience desirable.

• Must have the ability to interact in an effective manner with clients in a complex environment. 

• Must have the ability to communicate and interact with different levels of management, with Information Technology (IT) personnel, and with all departmental clients. 

• Must have the ability to coordinate with vendors for resolutions to problems. 

• The analyst must be able to handle high pressure situations. 

• Job requires good verbal and written communication skills. 

• Sits and walks intermittently throughout the day and will often be required to bend, reach, stoop and lift computer equipment, i.e., printers, CRT's, CPU's, boxes of paper, etc., in excess of 30 pounds. 

• Must be able to work in a deadline-oriented environment with moderate to high stress levels.

More about Haywood Regional Medical Center 

Haywood Regional Medical Center (HRMC) is a 154-bed acute hospital and includes 11 multi-specialty clinics that have been offering exceptional care to the Haywood County community for over 97 years. The campus, located in Clyde, is also home to the 54,000 square foot Haywood Regional Health & Fitness Center, and the 44,000 square foot Outpatient Care Center. HRMC also operates two urgent care centers in the county. We are proud to be recognized for an “A” hospital safety grade from The Leapfrog Group, The Joint Commission National Quality Approval, Screening Center of Excellence with Lung Cancer Alliance, accredited Chest Pain Center from American College of Cardiology, and Center of Excellence from Addario Lung Cancer Foundation.  

EEOC Statement 

“Haywood Regional Medical Center is an Equal Opportunity Employer. Haywood Regional Medical is committed to Equal Employment Opportunity for all applicants and employees."