Feb 13, 2017

Site Support Specialist

  • Cleveland Clinic
  • Abu Dhabi - United Arab Emirates
Full time General Business

Job Description

JOB SUMMARY This position will report to the Site Support Team Lead and is responsible for providing frontline support, system expertise, consultation, training, problem solving, and issue resolution to clinicians on software systems" used to directly and indirectly care for patients. In addition, this position collaborates with Medical and Clinical Operations leadership to facilitate and coordinate optimal adoption and use of the EMR and other clinical systems. This position will serve in a senior support role within the Medical Informatics Department and will be responsible for training and mentoring junior staff through job shadowing, hands on training and other mediums as appropriate. PRIMARY DUTIES AND RESPONSIBILITIES Assists the Lead Site Support Specialist in the implementation of the strategy for Site Support. Achieves and maintains Epic Proficiency qualification in the electronic medical record (EMR) applications supported; and proficiency in other clinical applications, as required Serves as a primary contact for EMR and other clinical systems support related issues Learns and understands the operational workflows of the clinical areas for which providing primary support, and how the workflows integrate with the electronic medical record and other clinical systems Provides on-site end-user support for technical and workflow issues, new functionality implementation, and system upgrades for the electronic medical record and other clinical systems Cross-trains in EMR application support to ensure adequate coverage and backup of other clinical support teams. Provides On-Call EMR support (during nights, weekends or public holidays) to clinical teams. This may include remote support over telephone and/or physical presence in the hospital depending on the nature and demands of the support call. Collects and analyzes data and recommends process improvements in order to enhance user efficiency and effectiveness Evaluates basic inquiries pertaining to the functional operation of the EMR and other related system implementations and upgrades Accountable to resolve end user issues, including escalating issue to higher levels of support, when appropriate, and tracking to ensure issue is resolved Participates in on-going optimization (clinical workflow, order sets, clinical decision support, care pathways, reports, etc.) based upon end user feedback Escalate optimization needs/requests and software issues to the informatics/technical team in a time sensitive manner Leads and develops strategies for training clinical caregivers on the use of the EMR, enhancing the skills of existing caregivers, and communicating application enhancements or new functionality via coaching, providing system demos, developing job aides, delivering 1:1 training and/or providing classroom training Provides system and process knowledge during scheduled and unscheduled downtimes, to ensure downtime and recovery workflows are followed, and the system is working as designed after the downtime Identifies opportunities for improvement to clinical applications in order to streamline processes and improve operations. Mentor, support, train and/or provide technical guidance to junior Site Support Specialists Level 1. Involved in testing new system functionality. Develop and deliver training to Site Support Specialists Level 1 on new system functionality. Rotation of after-hours emergency support Other duties as assigned EXPERIENCE REQUIREMENTS Understanding of patient care setting, clinical practice and clinical workflows within an EMR and other clinical applications required Experience working in a US healthcare environment using standard clinical applications. 4-5 years of experience providing system support to clinical staff, or 4-5 years of experience working in a clinical setting with daily use of an electronic medical record. 4-5 years of proven knowledge of clinical workflows and track record of providing excellent support to clinical staff. Experience with training, supporting, implementing or developing clinical information systems required Experience in education/training or human resources development preferred Proficiency in personal computer-based productivity tools. Ability to be an outside-of-the-box and critical thinker / problem solver. Ability to work with and communicate with a diverse work force in all levels of the organization Ability to handle multiple concurrent priorities in a dynamic environment. Ability to work in a team Ability to work with minimal supervision Strong analytical ability and decisive judgment skills Strong leadership and problem solving skills Demonstrated ability to lead others in complex situations. Ability to manage multiple project tasks and timelines Epic experience is required. EDUCATION REQUIREMENTS Diploma, Associates or Vocational Degree plus 4 years of healthcare experience is required. A Bachelor"s degree in Healthcare, Information Technology, Project Management, or related field plus 2 years of experience may be substituted for one year of healthcare experience. Clinical background highly desired (MA, LVN, RN, OT/PT/RT license, or other clinical degree) Epic Proficiency or Certification qualification in the relevant EMR application(s) is preferred.

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