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Clinical Support Specialist III
2 months ago
Key Responsibilities:
Accountable for completing all necessary training to uphold the skills and knowledge essential for understanding patient scheduling and intake processes, along with the capability to propose enhancements for the efficiency of electronic medical record (EMR) encounter completion.
Possesses expertise in practice workflows, spanning from patient scheduling to encounter completion, as well as the hospital and procedural application of the EMR by healthcare providers.
Takes the lead in new site and provider implementations, as well as post-implementation provider engagement. Coordinates ECS activities, including go-lives, provider optimization, support engagements, and EMR upgrade assistance. Participates in team and interdepartmental meetings to support and convey system concepts and functionalities.Evaluates Epic user action data using standard methodologies, interprets the findings, and delivers a summary (graphical, written, and oral) of the analyses in a practical format.
Utilizes advanced statistical expertise to assist in managing and analyzing data.Delivers clear and persuasive analyses to empower business stakeholders to make informed decisions regarding problem resolution and opportunity realization.
Synthesizes data through various methods, including statistical analysis and Excel modeling.Creates clear and compelling deliverables using visuals and text. Conducts data collection, analysis, modeling, projections, and scenario assessments. With the support of key sources (i.e., electronic medical records, departmental data), identifies existing issues and key drivers.
Formulates recommendations for improvement. Ensures accuracy to maintain the high quality and integrity of information, data, and databases. Designs and implements working protocols to achieve desired outcomes.
Prepares status reports for management, keeping them informed of results with summary updates. Communicates revised policies and procedures pertinent to the analyses. Reports include documentation of provider and practice engagements, workflow assessments, optimization recommendations, and training interventions.
Maintains dashboards and logs for provider engagements, keeping various workgroups and leaders informed of activities. Tracks deliverables and recommendations using appropriate tools. Documents all calls and incidents in a call tracking application.
Takes ownership of reported issues. Provides lead support with appropriate escalation of concerns. Identifies support trends for management. Meets departmental service levels. Thinks beyond the immediate issue and works through challenges independently.
Regularly reports on the status of deliverables, adjustments to timelines, resource needs, and barriers to completion. Effectively communicates deliverables to participants.
Offers guidance and training to internal and external team members to identify opportunities for improvement and follow-up.
Collaborates with level 1 Help Desk and level 2 support staff to coordinate documentation and resolution of issues or requests for enhancements or optimization.
Provides both in-person and telephonic support. Reports end-user experiences to the Epic Team.Responsible for utilizing the incident tracking system for documenting each call received and for developing a knowledge base while maintaining EPIC knowledge and service.
Fosters strong relationships, unity, and focus with managers, directors, and team members to achieve objectives. Acts as a liaison for providers to the Epic teams. Contributes to a positive work environment.Builds client and departmental relationships. Demonstrates exceptional customer service. Completes follow-up with end users and customers to ensure issue resolution.
Performs all other job-related duties as assigned.
Required Skills:
Must be willing to work a flexible schedule, including holidays, weekends, evenings, and nights. Must also be willing to travel to various locations within the healthcare system.
Experience in EpicCare Ambulatory or Inpatient is preferred. Possesses strong analytical and problem-solving abilities. Must have exceptional verbal, listening, and interpersonal skills.
Consistently demonstrates the values of integrity, patient-centered care, respect, accountability, and compassion in all personal and job-related decisions and actions.
Ability to manage multiple tasks and prioritize actions required to quickly resolve reported issues. Exhibits exemplary customer service skills.Must be able to work independently or as part of a team and contribute to a positive work environment. Must be able to work in high-pressure situations and maintain focus and composure under stress.
Work Schedule:
Standard (Monday to Friday with equal hours each day)
Minimum Qualifications:
Bachelor's degree in Healthcare, Information Management, or a related field with relevant clinical experience. A minimum of five years in a healthcare environment. Knowledge of clinical workflows, documentation, and practice standards.
Engages with complex analytical and integrated issues to facilitate optimal adoption and use of the electronic health record and related tools/systems.
Supports the adoption, development, enhancement, and implementation of the EMR.Experienced in supporting various clinical end users (Physicians, Nursing, Ancillaries, and Remote Sites); experience working with EMRs and other clinical information systems.
Ability to work in direct customer service situations and adapt to various circumstances and urgencies. Experience in troubleshooting complex problems and developing solutions. Working knowledge of workflow assessment, analysis, and design using Lean or similar methodologies. Or an equivalent combination of education and experience.