IT Customer Excellence Engineer, IT CUSTOMER SUPPORT SERVICES, Days, Baptist Medical Center

Job Summary

IT Customer Excellence Engineer, IT CUSTOMER SUPPORT SERVICES, Days, Baptist Medical Center

The IT Customer Support Specialist delivers exceptional technical support and customer service while collaborating with healthcare professionals to optimize system workflows across the organization. This customer-focused role combines technical expertise with healthcare knowledge to ensure the reliable operation of critical clinical and business technologies. Working with a moderate level of supervision, the specialist resolves issues promptly while maintaining high professional standards and delivering quality service. This position requires strong analytical skills, technical proficiency, and excellent communication to support healthcare professionals in delivering outstanding patient care and business services.

The IT Customer Excellence Engineer responsibilities include:

• Provides on-site technical support to the organization's mobile healthcare technology units.
• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.
• Requires working knowledge and skills to perform a defined set of analytical or technical operational processes.
• Applies experience and skills to complete assigned work.
• Works within standard operating procedures and/or methods.
• Works with a moderate degree of supervision.
• Delivers exceptional customer service by quickly resolving technical issues for medical professionals at the point of care
• Collaborates with network services, clinical informatics teams, and application specialists to troubleshoot and restore critical healthcare systems
• Applies clinical informatics knowledge to understand healthcare workflows and provide tailored support solutions
• Educates clinical users on best practices for healthcare information systems to enhance patient care delivery
• Prioritizes support requests based on clinical impact to minimize disruption to patient care
• Documents all customer interactions and technical solutions to build knowledge resources for future support
• Maintains open communication with healthcare providers to ensure technology solutions meet clinical needs
• Works within established service level agreements while demonstrating empathy and understanding of healthcare environments
• Contributes to continuous improvement of clinical IT systems by gathering user feedback and identifying enhancement opportunities

If you are interested in this IT Customer Excellence Engineer opportunity, please apply today, or reach out to the primary recruiter at andrew.foran@bmcjax.com

Education Required

High School Diploma/GED

Education Preferred

Associate's Degree

Experience

• Minimum 2 years of related experience Required
• Clinical informatics knowledge preferred 
• Experience with health-care information systems to enhance patient care delivery preferred 
• Healthcare documentation best practices knowledge preferred
• Experience with continuous improvement of clinical IT system preferred

License and Certification

• A+ Certification Preferred

Location

Location Overview

Baptist Health, founded in 1955, is North Florida’s most comprehensive health care system and the area’s only non-profit, mission-driven, locally governed health care provider. Baptist Health has over 200 points of care throughout the Northeast Florida region, including our six award-winning hospitals: Baptist Medical Center Jacksonville, Wolfson Children’s Hospital, Baptist Medical Center Beaches, Baptist Medical Center Clay, Baptist Medical Center Nassau and Baptist Medical Center South. The most preferred health care system in the region, Baptist Health also includes 57 primary care offices, as well as home health, behavioral health, pastoral care, rehabilitation services, occupational health and urgent care.