About this role
Reports to: Director of Information Systems
Class: Full-Time
(The Employee is required to work as scheduled, including days, nights, evenings, weekends, on-call and Public Holidays.)
Type: Salaried
Primary Role:
The IT Clinical Systems Engineer is responsible for the administration, maintenance, and support of Doctors Hospital’s (DH) clinical and information technology systems, including the Hospital Information System (HIS), Electronic Medical Record (EMR), clinical applications, interfaces, and supporting infrastructure. The Clinical Information Systems Engineer maintains the network infrastructure, computer systems and networks of the Doctors Hospital (DH) network and Hospital Information System (HIS), in coordination with the Clinical Infrastructure Engineer, DevOPS and the IT Support Technicians Team. The role oversees and assists deployments of hospital computer systems, diagnoses medical hardware and systems-software faults, and resolves technical and application problems — over the phone, remotely, or in person. The HIS increasingly relies on healthcare computer systems across all areas of DH healthcare information operations and decision-making, making the correct running and maintenance of these systems crucial. The position operates across both first- and second-line support and requires an understanding of how medical information systems are used, applying enterprise experience and technical knowledge related to clinical computer hardware and software. The scope and requirements of this position are subject to change based on the implementation of new systems throughout the hospital.
Key Responsibilities:
TEAM & SERVICE MANAGEMENT
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• Coordinate with the Infrastructure Engineer, DevOPS and IT Support Technicians Team to support the Information Services systems, infrastructure and system deployments.
• Oversee the proper and consistent use of the IT ticketing system, keeping it accurate and up to date at all times.
• Manage Application and Systems Change Controls
• Ensure the support department responds to call-outs within agreed time limits and meets support response-time SLA requirements.
• Prioritize and manage many open cases at once, working continuously on a task until completion or referral to third parties where appropriate.
• Provide consistent and accurate departmental KPIs and QPIs.
• Rapidly establish good working relationships with internal customers and other professionals, such as software developers.
INFRASTRUCTURE & SYSTEMS
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• Oversee the hospital IT infrastructure and hospital applications, maintaining optimal operation of all hospital infrastructure and systems.
• Maintain all critical network services, including email, network access, files, data, and required hardware and applications.
• Install and configure computer hardware, operating systems, and applications.
• Monitor and maintain computer systems, networks, and security applications.
• Oversee the roll-out of new applications and systems.
• Set up and troubleshoot phone systems, VOIP, and other forms of network communication and messaging.
• Maintain network uptime requirements.
SUPPORT & TROUBLESHOOTING
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• Talk staff or clients through a series of actions, face-to-face or by telephone, to set up systems or resolve issues.
• Troubleshoot system and network problems, diagnosing and solving hardware and software faults.
• Provide support, including procedural documentation and relevant reports.
• Provide diagrams and written instructions to repair a fault or set up a system.
• Conduct safety checks on computer equipment, and test and evaluate new technology.
SECURITY, COMPLIANCE & CONTINUITY
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• Ensure global hospital Cybersecurity threats are observed and mitigated at all times, with all measures to protect data assets maintained.
• Ensure data-protection protocols are maintained, including backups, replication, off-site storage of information, virus protection, and firewalls.
• Ensure DR/BCP capabilities and documentation are updated and created as needed with new implementations.
• Maintain DPL regulatory compliance at all times, including GDPR and HIPAA where applicable.
• Ensure Information Services JCI standards are observed and upheld at all times.
• Maintain updated and accurate information-asset inventories, and ensure all operations follow internal compliance and guidelines.
Systems & Platforms Maintained:
The role is responsible for maintaining the following hospital systems at maximum availability:
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• EHR & Supporting Clinical Systems (Luminas – MedWorxs)
• Radiology PACS (Visus)
• Laboratory Information System (CLINISYS & Orchard)
• Patient Billing & Accounting (Luminas – MedWorxs)
• Security Systems & Firewalls (Fortinet)
• Networking & Switching (HPE / Aruba / Ubiquity)
• Storage Area Networks (TrueNAS & HP)
• PBX / VOIP Telephony (EmetroTel – Asterisk)
• SAN Storage (TrueNAS)
• Backup & Replication (VEEAM)
• Cloud Identity & Productivity (Azure, Entra, O365, Exchange & Defender)
• All other hospital information systems as required
Qualifications:
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• Bachelor of Science in Information Technology, or equivalent computer-related certifications, with knowledge and experience in Information Technology / Computer Science.
• Minimum three (3) years’ experience in medium-to-large hospitals, with demonstrated technical skills relevant to the healthcare industry.
• Minimum three (3) years’ experience with industry-certified clinical systems such as Cerner, EPIC, Meditech, eClinicalWorks, Allscripts, MedWorxs STAT, GE Centricity or other Tier-1 Medical Systems
• Minimum three (3) years in a supervisory role in the informatics industry.
• Full understanding of network topologies and data infrastructures.
• Mandatory working knowledge of Microsoft Azure, Microsoft Entra, Microsoft Office 365 (O365), Microsoft Exchange, and Microsoft Defender.
CLINICAL SYSTEMS EXPERIENCE (ANY OF)
Cerner EPIC Meditech eClinicalWorks Allscripts MedWorxs STAT GE Centricity
HEALTHCARE INTEGRATION STANDARDS
DICOM HL7/FHIR API EDI ANSI X12 837 / 835
Technical Knowledge
• Operating systems including Windows Server (2019 and later), with virtualization across VMware, Hyper-V, and KVM.
• Working knowledge of the UNIX / Linux operating system.
• Industry-standard network switches, routers, firewalls, wireless technologies, and essential networking protocols.
• Networking principles and TCP/IP, CIFS, NFS, iSCSI, and Fibre Channel.
• VOIP and industry-standard voice systems and protocols.
• SAN / storage technologies and architectures, and standard structured-cabling topologies.
• Microsoft Active Directory, Azure, security policies, and group policies.
• Transfer and remote protocols such as RDP, SSH, SFTP, FTP, HTTP(S), and Torrent.
• Firewall rules, NAT, QoS, SSL, VPN, and dynamic and static routing.
• IT security, EDR/MDR/XDR Platforms, security policies, and the securing of systems.
• The Cayman Islands Data Protection Law (DPL), HIPAA, and GDPR laws and regulations.
Accountability:
The Clinical Information Systems Engineer will be accountable to the Director of Information Services with secondary reporting lines to his/her designate.
Participation in Committee Activities:
The employee, as part of his/her job description shall take part in the activities of any committee that he/she is assigned by his/her supervisor, and is expected to attend all scheduled meetings. The employee further agrees to be an active participant in assigned activities related to DH attaining and maintaining Joint Commission International (JCI) Accreditation.
Travel:
Local travel required; no overseas travel
Additional Skills & Abilities:
• Familiarity with open source.
• Working knowledge of mobile devices and their configuration.
• Familiarity with the Joint Commission International (JCI) accreditation process (advantageous).
• Experience in a hospital setting, with an understanding of hospital operations (preferred).
• Strong communication skills and the ability to operate effectively.
Physical, Mental & Environmental Requirements:
• Requires heavy lifting: minimum of 15 pounds.
• Requires standing for long periods of time.
• Requires ability to work in fast paced environment.
• Requires flexibility and team work approach. Must be willing to work in any area.
• Requires positive personality and consistent interpersonal skills.
• Requires professional dress and appearance. Well-groomed, with minimal perfume.
All requirements may be modified to reasonably accommodate individuals with disabilities.
This job description does not list all the duties of the job. The post holder may be asked by supervisors/managers to perform other duties, once approved by the HR Department/ Hospital Administration. The post holder’s evaluation may be based, in part on his/her performance of the responsibilities listed in this job description.
Benefits:
Doctors Hospital offers a competitive benefit package that includes paid vacation, health insurance and pension in accordance with the Cayman Islands regulations.
KYD $98,000 to 118,000 per annum