Pacs Admin IV

Department/Unit:

AMHS - Albany Med Clinical EHR

Work Shift:

Day (United States of America)

Salary Range:

$94,957.00 - $147,183.00

The PACS Administrator provides onsite and remote support for all PACS-like systems. The PACS Administrator will take ownership of all PACS related issues regardless of escalation path and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The PACS Administrator escalates and notifies Albany Med employees and management appropriately according to documented standard operating procedures. The PACS Administrator is responsible for an exemplary customer service experience for all Albany Med PACS users. The PACS Administrator acts as a liaison between the customer and Information Technology (IT) to resolve any issue that is reported. The PACS Administrator will fulfill any project-based or new request for services that are assigned to them within agreed upon timelines.

The PACS Administrator – Level IV will have extensive onsite field support experience or the corresponding knowledge/skillsets required for the role. The individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues. The individual will receive little supervision and will have latitude in decision making on resolving issue. The individual is expected to escalate systemic issues that are appropriate to communicate to senior peers or management, while still taking ownership of any issue that needs to be resolved and using their experience and knowledge to determine and fulfill the resolution. The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Typical responsibilities include:

Support

• Respond to and resolve issues reported by customers or engage/escalate issues to point of resolution escalating, when needed, to senior peers
• Provide troubleshooting support, configuration, and calibration of radiologist work stations, radiology technician workstations, and diagnostic monitors
• Install computers, printers and other desktop equipment and software to support enterprise PACS needs
• Provide key input, and incorporates customer service standards into all daily work flows and actions
• Work as part of a team to meet goals set forth by Information Technology management
• Attend regular key Information Technology planning sessions/meetings
• Exceed documented and communicated statistical metrics that drive overall departmental performance
• Take ownership of issue and incident resolution
• Provide all support actions that assist in the betterment of the end user experience.

Supervision

• This position provides direction for PACS Administrator – Levels I, II and III, and provides direction and supervision to other IT and non-IT staff and vendors for PACS related projects and work

Contact with others

• Direct contact with end users, IT and non-IT staff support staff and management, and vendors
• Ad hoc exposure to Albany Med IT executives

Other

• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology and PACS administrative duties;
• Ensure closure of customer reported issues by confirmation with said customer of their satisfaction
• Provide best effort support for non-standard applications and hardware
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
• Provide documentation, policy and procedure standards for the enterprise PACS and radiology computing environment
• Identify and evaluate information technology tools for potential implementation
• Act as a liaison between the customers and Information Technology to resolve any issues with the end user experience
• Assist in designing and managing the enterprise PACS and radiology computing environment
• Perform project management on ad-hoc technical projects
• Provide system administrator level support for other non-PACS clinical and support applications as necessary
• Provide on-call, extended weekday and weekend support for on-site and off-site locations, as warranted by critical business requirements
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
• Perform other duties or assignments as designated by management and/or senior peers

Thank you for your interest in Albany Med Health System!​

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.