INFORMATICS LIAISON STAFF

Overview

IT Informatics Liaison, IT Care Manager Support

Full Time, 80 Hours Per Pay Period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10hospitals,outpatient and specialtyservices,andCovenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times.

Position Summary:

Under general supervision, the Informatics Liaison serves as the principal contact point for providers and clinicians who access Covenant networks and systems. Primary responsibilities consist of providing physicians, mid-level providers and clinicians with exceptional support so as to ensure they have the tools and knowledge necessary to use established and future clinical applications in a productive and efficient manner. The Informatics Liaison provides facility based oversight for the coordination and implementation of education and support as a representative of the Clinical Informatics Team. An Informatics Liaison may be dedicated to a specific facility, practice or may operate across a geographic zone and serve multiple venues. Ideal candidates will be self-motivated, team-player, persistent and able to deliver quality work with excellent organization, problem solving and communication skills.

Responsibilities

• Responsible for the training and continuing education of all current and future clinical workflow applications, related software, and processes including features and functions, reports, and system capabilities and limitations.
• Exhibits understanding of clinical needs, practice patterns, and workflow in hospital and practice based setting. Provides workflow analysis and recommends quality improvements.
• Performs preventative maintenance on equipment related to clinical access and coordinates operations of assigned applications. Determines root cause of application problems, coordinates solutions among appropriate teams, and documents resolution.
• Acts as an interface between the user, systems programming, and operation teams. Serves as a liaison for provider and/or clinical needs. Processes complaints and concerns and communicates those to appropriate areas/departments.
• Monitors and communicates trends and issues that may affect usage of applications. Devises improvements to current procedures.
• Documents and completes necessary paperwork for all requests and incident resolutions through the appropriate method to facilitate services needed and to track services rendered through regular reports of activities.
• Assists in testing clinical systems for facility-specific requirements and recommends practice changes that improve the implementation, maintenance, and support of equipment and software.
• Promotes system and technological security to maintain compliance. Ensures that user community understands and adheres to necessary procedures to maintain security.
• Provides at the elbow support for technology and application support to facility-based providers during working hours. Interfaces with user community to understand their security and business needs and implements solutions to accommodate them.
• Analyzes and provides hands-on support for moderate technical troubleshooting. Determines appropriate technical area, staff, or vendor to resolve the problem and coordinates with other technical areas.
• Facilitates timely information gathering and follow up to requests and incidents. Maximizes IT investment by researching user requirements then educating users on relevant features and functions of the system.
• Exhibits an ability to communicate knowledgeably with clinical and information technology personnel.
• Participates in information technology meetings and conducts presentations as needed and requested.
• Demonstrates an ability to establish and build strong relationships across a broad range of personality types. Exhibits strong team player skills to assist the team to achieve its goals.
• Provides on-call support as needed.
• Assists in scheduling and coordination with patient and clinicians of virtual health visits.
• Provides technical management of virtual health visits.
• Responsible for device and inventory management in relation to informatics and virtual health assets.
• Facilitates data capture and management related to virtual visits (i.e., Charge Captures).
• Responsible for communication related to process improvement and customer/provider satisfaction.
• Participates in special projects as needed.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Qualifications

Minimum Education:

None specified; however, must be sufficient to meet the standards for achievement of the below indicated license and/or certification as required by the issuing authority.

Minimum Experience:

Minimum of three (3) years Information Systems or three (3) years relevant functional area. Requires demonstrated understanding of technical computer operations in a client/server environment (for assigned applications).

Licensure Requirement:

Professional/clinical licensure (RN, ARRT, etc.) is required based on assigned applications.