Provides direction and support for the immediate end-user support to patient care and business process teams to facilitate the introduction, acceptance, integration and use of KP HealthConnect and related systems. Leads others in performing hardware and application support, workflow integration and training, troubleshooting and consulting on related applications.
Essential Functions:
- Leads a team in providing end-user support for the use of the KP HealthConnect system including other related system implementations and upgrades.
- Ensures that service requests, diagnoses, troubleshooting and coordinated resolution of technical problems and information technology issues related to the electronic medical record.
- Analyze complex situations in the clinical environment to resolve technical problems.
- Identify and coordinate new processes, system functionality, system changes and enhancements to support clinical information and meet business needs.
- Facilitates the installation and implementation of KP HealthConnect and hardware equipment between IT departments and the patient care and business process teams.
- Develop processes to promote and communicate the integration of new or enhanced business and clinical systems into the business and patient care setting and their effectiveness.
- Provide coaching, training and consulting to end-user and all levels including Site Support Specialists to develop and facilitate learning of basic and specialized applications.
- Coordinates, leads and facilitates projects for application implementations to include testing, evaluating and documenting new KPHC department workflows.
- Develops, delivers and maintains continuing education programs for groups of end-users; identifies areas that are prone to problems and works with end-users to increase knowledge and skills.
- Coordinates, leads and facilitates projects for application implementations to include testing, evaluating and documenting new KPHC department workflows.
- Develops, delivers and maintains continuing education programs for groups of end-users; identifies areas that are prone to problems and works with end-users to increase knowledge and skills.
- Shares knowledge and learning with other Site Support Specialist.
- Supervision Received: Receives general direction from Manager; assists in all levels of supervision.
- Instructs, guides and oversees work of lower-level technical staff.
- Acts as mentor and coach; trains staff; inputs to performance review.
- Problem Solving and Decision Making: Analyzes moderately complex problems and takes corrective action.
- Works autonomously typically dealing with issues independently.
- Collaborates with Associates and Intermediates, Senior and Manager to suggest resolution of problems.
Qualifications:
Basic Qualifications:
- Five (5) plus years related experience OR eighteen (18) months experience with the EPIC application.
- Six (6) plus years healthcare operations experience.
- Minimum of one (1) year of supervisory experience preferred.
- Bachelor's degree in computer science or related field or equivalent work experience.
- Proficient with office suite type applications.
- Strong analytical ability and interpersonal skills to communicate with clients, other staff and vendors.
- Knowledge of computer science theory or health care, application and customer support experience.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.