Enterprise Imaging Systems Support Specialist
Mass General Brigham(PHS)

Somerville, Massachusetts


About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

GENERAL SUMMARY / OVERVIEW:

Enterprise Medical Imaging (EMI) provides architectural oversite, software development and support services to radiology departments and clinicians across MGB. EMI's goal is to collaborate with teams and implement IT solutions that improve workflow and effectiveness of radiology departments and clinicians, as well as to develop and maintain an enterprise wide imaging infrastructure. EMI achieves this by building custom applications, integrating existing commercial systems, developing proof of concept applications, and evaluating new technologies.

This position will work collaboratively with a team of project managers and software developers to maintain operational support of these imaging systems which comprise the MGB OneView Foundation. This position will also provide front line support to internal and external customers such as site Radiology operational PACS teams, clinical operations teams, and third-party vendors. As the team and position grow, the candidate will also be involved in the support and implementation of technology to assist researchers looking to integrate artificial intelligence/machine learning models into the clinical services.

The Enterprise Imaging Systems Support Specialist role is a dynamic opportunity for a candidate with experience as a radiologic technologist with significant experience in imaging workflows and a demonstrated aptitude for IT systems. The ideal candidate demonstrates strong customer service, communication and problem-solving skills with the ability to extrapolate technologies/workflows to derive viable solutions. The successful candidate is detail oriented and can prioritize multiple tasks and has the drive to learn new tools and technologies. This position will be responsible for the technical support (including after hours on-call) of all applications and infrastructure under the umbrella of the EMI team including, but not limited to:

- Vendor Neutral Archive (VNA)
- Enterprise clinical viewing systems (visualization clients integrated with EPIC)
- Enterprise DICOM routing (Modalities to PACS, VNA, Research and other clinical systems)

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provides daily support and monitoring of the Enterprise VNA, Modality DICOM router and Epic clinical image viewing (including other systems as they go on-line). Proactively address potential system issues (including workflow defects) - plan and coordinate system upgrades.
• Monitor support tickets for issues related to supported systems - including workflow analysis to determine the origin of issue/failure. Escalate to senior technical personal or vender as appropriate.
• Monitors timeliness of support resolution and communication - raises concerns to management when appropriate.
• Work with local sites to develop, maintain and implement new rules for advanced routing of medical imaging exams to downstream systems (Laurel Bridge - Compass)
• Assist with new projects and initiatives including research and clinical
• Performs research and recommends technologies and solutions to support the operation - including basic project management, communication and coordination of efforts across multiple teams
• Carry pager to participate in on-call rotation for 24x7x365 support coverage
• Ensures that the EMI department's development strategies are followed.
• Works effectively with other technical team members to assist in the research, development, troubleshooting and testing that may be required for a specific application.
• Acts as a resource to other team members.
• Assists with writing internal documentation on supported systems. Provides training to department support personnel on the use of the developed systems. Takes responsibility for the security of medical, financial and other confidential information.
• Performs all other duties as assigned.

WORKING CONDITIONS:

Position requires carrying a pager on rotational basis for off hours support of software applications.

Possible local travel to MGB sites.

While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate.

Qualifications
• Bachelor's degree in healthcare related field and/or ARRT certified Technologist, or equivalent combination of work experience and education required
• 3-5 years of experience in a clinical setting with a strong aptitude towards medical imaging IT.
• Knowledgeable and comfortable using clinical IS systems
• Familiar with Healthcare standards (DICOM,HL7, IHE....)
• An understanding of servers, storage and networks is a plus
• Knowledge of basic SQL and ServiceNow a plus

SKILLS/ABILITIES/COMPETENCIES:

• Knowledgeable and comfortable using clinical IS systems
• Willingness to learn new aspects of medical imaging IT
• Proficient in MS office products
• Experience with end-user support, preferably PACS related (workflow)
• Ability to work in a dynamic team environment that has hard deadlines and frequent scope changes.
• Ability to provide emergent support to minimize any disruptions to patient care

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.



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