Job Information

Banner Health RN Clinical Informatics Service Desk Analyst in Phoenix, Arizona

Primary City/State:

Phoenix, Arizona

Department Name:

IT Clin Informatics Support AZ

Work Shift:


Job Category:

Clinical Support

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you.

We are currently seeking a RN Clinical Service Desk Analyst to support Banner Health’s Electronic Health Record users throughout the Banner System. As part of this team, the RN Clinical Service Desk Analyst will be providing remote support to providers, nurses, and support staff in the use of the electronic health record for documentation of care given to patients in the acute and ambulatory settings.

As part of the Clinical Service Desk team , the analyst will have the opportunity to work InTouch from home. This team supports the end users 24/7 and schedules may be subject to change as support needs change. This team primarily supports the Cerner Millennium electronic health record suite which includes but is not limited to PowerChart, PowerChart Maternity, Revenue Cycle, and Ambulatory, as well as tools used in the record such as Dragon Medical One, Clinical Connectivity, Bar Code Medication Administration, and other applications and tools. In this role, you will also need to possess basic hardware troubleshooting skills to assist in first line issue resolution. You will offer expert electronic health record knowledge to providers and support to ensure that we are making healthcare easier for our patients, so that their lives can be easier. The ideal candidate should have a minimum of 3 years of Banner Cerner EHR experience (such as a “super user”), excellent communication/troubleshooting skills.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.


This position provides Clinical Informatics customer support expertise for EMR/EHR and other related clinical applications. The scope of this coverage includes both Acute and Ambulatory care settings. The incumbent answers, logs and resolves customer issues and provides supplemental training via a centralized, remote call center structure. In addition incumbents provide informatics support for various teams, work groups, committees, and project implementations. This position supports the organizational vision and direction for Banner Health’s EMR/EHR applications, design, management, and related workflow. The CORE Clinical Informatics Coordinator serves as a liaison between the facility or specialty area, onsite clinical support staff, and the Information Technology team to communicate user needs and facilitate system modification to meet user needs.


  1. Maintains up-to-date knowledge of trends and advances in the field of Healthcare Informatics, as well as new developments in computer hardware and software technology. Maintains up-to-date knowledge of nursing practices, regulatory standards, and organizational direction. Utilizes this knowledge in supporting users and process teams.

  2. Answers, resolves, documents, and triages incoming calls, e-mails, and Instant Messages to the Electronic Medical Record Service Desk Queue in a timely fashion. Receives and resolves escalated incidents from other work groups. Interacts with the customer, department and vendor support to facilitate first call problem resolution. Documents interactions with customers using problem tracking system. Escalates user issues as needed by contacting the appropriate area. Updates the problem tracking system as necessary.

  3. Supports staff in the use of existing technology in a manner which promotes maintenance of patient safety and confidentiality and supports facility-specific and system-wide processes and principles.

  4. Collaborates closely with other Clinical Informatics, Education, and IT teams to identify, investigate, track, and resolve project, system or application issues ensuring the solution is timely and of acceptable quality.

  5. Assists in developing and utilizing on-line procedures, solutions, and knowledge databases. Assists with training of peers and acts as a resource for other staff members.

  6. Provides support for various projects and implementations. Participates in post implementation change evaluation, develops, and implements action plans and supports users in maintaining changed work flow and technological processes. Coordinates customer communication, testing, and support with IT application and onsite teams for scheduled and unscheduled downtimes.

  7. Performs communicator functions. Develops and evaluates the effectiveness of communication tools and processes. Regularly updates team members regarding current status, issues and trends related to the use of clinical information systems. Immediately escalates critical issues to leadership. Maintains a line of communication to all users of clinical information systems.

  8. Performs Decision Support and Outcomes Coordinator functions. Develops, coordinates, facilitates and plans on-going information system evaluation including: user accuracy, data integrity, and system reliability to support decisions and coordinate outcomes. Provides application testing for system enhancements. Participates in post implementation change evaluation, and develops and implements action plans and supports users in maintaining changed work flow and technological processes. Coordinates with other IT personnel regarding downtime.

  9. This position has responsibility for selected information applications or systems. Work is performed in a fast paced multi-tasked environment where there may be conflicting priorities to the urgency of the issue and or application. The incumbent has mid level decision-making authority for projects and applications and works at peer level across diverse areas and multiple states. The incumbent participates in meetings, presentations, planning sessions, implementation activities, and supports functions system wide. This position must interact with and support all levels of customers both internal and external throughout the system or specialty area. Customers can be defined as but, not limited to: All levels of management, IT staff, medical providers, other healthcare team members, and vendors. A key component of this job is to be able to participate on teams effectively; work in partnership with numerous departments, e.g. IT, Nursing, Laboratory, Project Managers, Physicians, leadership and staff to meet published timelines and milestone dates in conjunction with other team members. Must be a change agent throughout the scope of all projects.


The incumbent must be a Registered Nurse (R.N.) with licensure in practicing state. Must possess 2-4 years of clinical experience. Must possess diverse clinical knowledge and technology aptitude as normally obtained through the completion of a bachelor's degree in a related field or equivalent related experience.

Must be proficient in the use of system office applications. Must possess a basic understanding of integrated clinical systems. Must have highly developed interpersonal and critical thinking skills with the ability to prioritize needs rapidly. This position requires the ability to convey messages and thoughts clearly to a diverse audience, using both verbal and written mediums. Requires the ability to promote change among large groups of workers. Requires the ability to coordinate information and activities, work under stress of deadlines and frequent interruptions, and to possess analytical problem solving skills. Requires the maintenance of familiarity with clinical care processes and information technology.

Must possess effective written/verbal communication, presentation, and facilitation skills. Must have experience in a multidisciplinary health care environment. Demonstrate ability to work independently and a team contributor. Must be proficient on personal computers and have intermediate knowledge of word processing, spreadsheet and other applicable office software.


One year or more of Electronic Medical Record systems experience. Bachelor’s degree in Nursing. Certification in Nursing Informatics. Previous experience in a large volume or complex technology call/support center.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans Banner Health supports a drug-free work environment.

Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability