IS Provider Office Liaison

Job Description

Job Description

IS PROVIDER OFFICE LIAISONMAIN FUNCTION:

Responsible for proactive and reactive support, training, and instruction of all provider office users on functions, features, operation, and usage of clinical information systems and hardware. Provides "at the elbow" and remote phone/system provider support on a day-to-day basis for the ambulatory care areas. Acts as the liaison between Information Systems and provider offices to provide an understanding of the various clinical system's capabilities as well as opportunities for improvement (i.e. optimizations, enhancements and new systems). Works ongoing as a liaison with multiple assigned departments/groups. Develops and maintains an excellent working knowledge of Wooster Community Hospital IS and IS interoperability issues and opportunities. Works closely with the IS Director, Physician Practice Managers, Department Heads, Medical Staff Office and other Director's, etc. in the development and implementation of ongoing support and training of providers.

RESPONSIBLE TO:

Director, Information Systems

MUST HAVE REQUIREMENTS:

• Associates degree in nursing or medically relevant field. Commensurate experience in similar roles/responsibilities will be considered in place of the degree requirement.
• Minimum of three years of physician office/clinical operations experience with a solid understanding of clinical workflows.
• Excellent customer service skills with ability to keep a positive attitude.
• Strong passion to be part of a team that solves problems and is in constant pursuit of a better more efficient way to do things.
• Ability to learn Meditech in detail as well as provider workflows.
• Experience teaching concepts to individuals and groups.
• Excellent communication (written and oral), interpersonal and relationship-building skills.
• Previous experience working with physicians.
• Excellent analytical and problem-solving abilities.
• Demonstrated computer literacy, including proficiency in the use Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Ability to work well independently.
• Excellent follow up skills and attention to detail.
• No written disciplinary action within the last 12 months.
• Follows Appropriate Service Standards

PREFERRED ATTRIBUTES:

• Bachelor's degree in nursing or medically relevant field.
• Previous experience in adult education.
• Meditech ambulatory information systems experience.
• Five plus years of physician office experience.
• Experience with Adobe Captivate or similar program to make educational videos.
• Denotes ADA Essential
• Follows Appropriate Service Standards

Position Expectations:Leadership

1. Embraces teamwork by adhering to Service Standards.
2. Demonstrate ability to train other staff and support them in their positions.
3. Accepts and respond to change productively, while maintaining a positive attitude.
4. Role model appropriate workplace behavior and competence within job duties.
5. Exhibits desire to learn and expand skill set.

Communication

1. Demonstrates empathy and understanding in communication of issues with customers.
2. Communicates effectively, comfortably, and appropriately with users, other employees, management, physicians, and external contacts.
3. Collaborates and communicates effectively and positively with all members of the IS Staff as well as BMS and hospital staff.
4. Demonstrates conflict resolution skills.
5. Communicates in various instructional methods, classroom, one-on-one training, printed materials, e-Learning, FAQ's (frequently asked questions, etc).
6. Properly utilize chain of command for all issues beyond capability and properly utilizes chain of command in interactions with all members of the IS department.
7. Maintains awareness of verbal / nonverbal communication in interactions with staff, other departments, customers, physicians, patients and families.
8. Maintains patient and staff confidentiality in all communication interactions written, verbal, electronic and digital.
9. Maintains documentation and logs to ensure that accurate information is available to staff and customers.
10. Able to interview customer to collect necessary information about problem and lead user through troubleshooting processes.
11. Communicate with IS team members for troubleshooting issues.

Operations

• Provides immediate end-user support to Providers (Physicians, APP's - Advanced Practice Providers) as well as clinical office staff on software applications primarily Meditech ambulatory.
• Acts as a coach, trainer, and consultant for end-users to ensure the optimization of workflow and business processes. This includes personalization of Meditech, exploring opportunities for workflow improvement, identifying 'pain points' and exploring solutions.
• Provides Meditech and related education and orientation to new Providers and office staff including orientation to the physician practice and the day-to-day routines of a provider. Provides at-the-elbow support and education for at least the first shift and possibly more if needed.
• Promotes the acceptance, integration and adoption of Provider specific software applications i.e. Voice-recognition software, e-prescribing, documentation, order management, etc.
• Responds to and monitors service requests, diagnoses, troubleshoots and coordinates resolution of technical problems and information technology issues related the Electronic Medical Record (EMR).
• Proactively seeks out providers as well as holds office hours.
• Works with the Provider community to inform and educate them concerning new and/or updates to current technology and to seek their input regarding future enhancements.
• Monitors and proactively acts upon statistics regarding Provider usage and adoption of Computerized Physician Order Entry, eRx, Speech Recognition and other initiatives.
• Is aware of trends in the Provider usage and is able to target physicians or physician groups/areas for improvement, additional training.
• Monitors the effectiveness of the training provided and is willing to change educational approaches as needed.
• Helps to communicate planned or unplanned downtime with providers, ensuring that they are aware of downtime procedures and processes.
• Acts as a liaison with Information Systems, providers and other hospital departments on issues related to systems and applications.
• Listens to business needs expressed by customers.
• Takes initiative and ownership of issues, is responsible, organized and efficient, and focused on goals.
• Demonstrates good organizational skills that provide an efficient means of managing multiple tasks.
• Demonstrates knowledge of Nuance Dragon Medical One software functionality
• Demonstrates knowledge of Meditech software functionality and capabilities for applications utilized by providers/clinicians
• Acts as a backup/secondary resource for clinical support to physicians and other clinical staff on the inpatient units including carrying the HELP line and answering support type questions and tickets.
• Assists with testing Meditech applications for upgrades using thorough testing methods. Documents testing results.
• Establishes and creates a positive team environment through leadership and mentoring.
• Demonstrates knowledge of Meditech support procedures and protocol. Opens and updates support tickets as needed.
• Support Meetings: Support meetings are held with physician practices regularly or as needed to evaluate the needs of the practice
• Demonstrates knowledge of provider remote working needs.
• Demonstrates knowledge of hospital standard personal computer software.
• Consistently performs and handles responsibilities in an independent manner with little or no need for direct supervision. Must be a self-starter.
• Follows all IS departmental policies and procedures.
• Promotes and assists with Information Security policies and procedure education.
• Utilizes Sysaid to enter in Incidents/requests and to record work performed on such.
• On occasion, work off hours is required including some nights and weekends as needed.
• Flexibility in scheduled and on-call shifts required.
• Ability to travel to obtain training, attend meetings, etc. as requested.
• Performs all other duties/special projects as requested.

Customer Service

1. Displays positive attitude. Treats others with honesty and respect. Speaks positively in all customer interactions internal and external.
2. Assess customer satisfaction when rounding on customers/users and use appropriate chain of command for unresolved issues or problems
3. Provides high quality customer service, serving as an exemplary representative of the organization's mission, vision and values.
4. Intervene with patients /staff using crucial conversation skills in situations in which customer needs have not been met to determine a positive, mutually agreeable resolution.

Staff Development / Professional Growth

1. Demonstrates initiative and accepts responsibility for personal/ professional growth.
   1. Identifies own learning needs, develops, and implements a plan to address those needs.
   2. Seeks guidance/input from peers, supervisor, and direct reports, as necessary, to identify areas for growth.
2. Accept feedback as opportunity for growth.
3. Demonstrates knowledge and understanding of new policies and procedures, practices, changes in practice, and initiatives. Obtains this knowledge via staff meeting attendance, reading of communication, required hospital education, discussion with departmental leadership and peers.

Process Improvement

1. Identifies processes to be improved and communicates to management team.
2. Works to implement performance improvement ideas to ensure their success.