Physician Office Liaison Intermediate- Hinsdale, IL

AdventHealth Information Technology

Location: On Site - 120 N OAK ST, Hinsdale, IL 60521

All the benefits and perks you need for you and your family:

Benefits from Day One

Career Development

Whole Person Wellbeing Resources

Award-winning IT Department

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time 8am-5pm

The role you’ll contribute:

The Physician Liaison Intermediate works independently with minimal supervision on technical issues of moderate complexity. Has technical expertise with skills to assess, evaluate, diagnose, troubleshoot and resolve technical incidents and requests. Is the subject matter expert in AdventHealth applications accessed by office staff, including the EMR and results routing, and provides guidance, training and support on the applications to facilitate efficient workflow. Provides near time clear, detailed and concise documentation (including troubleshooting and steps to resolution) in the computerized tracking system. Performs in-depth research and conducts root cause analysis for IT issues. Conducts weekly, monthly and proactive quarterly office visits for established physician offices in defined geographical regions. Serves as Change Agent for the physician office personnel. Responsible for evaluating and processing computer access requests per defined security position guidelines and updating databases. Actively participates in on-going technical and application training. Engages in mentoring less experienced team members. Actively participates in outstanding customer service inclusive of at the elbow support with consistent timely follow-through and accepts responsibility in maintaining relationships that are equally respectful to all.

The value you’ll bring to the team:

• Has proficiency in clinical Electronic Medical Record functionality, has expertise in web-based applications for post-acute settings, and other key applications for physician office staff. Conducts proactive weekly, monthly and quarterly office visits in assigned geographical region.
• Proven competency with core Provider personalization options with EMR; able to assist Providers and Extenders with personalization, including how to share physician lists.
• Has technical expertise and assesses, evaluates, diagnose, troubleshoots and resolve technical incidents and requests. Effectively articulates defined technical specifications required for application installs for office devices. Competent in the utilization of remote control tools to assist in analyzing and solving issues.
• Performs in-depth research and conducts root cause analysis for IT issues and works collaboratively with cross functional teams to obtain resolution. Knowledgeable about views to validate that accurate results routing is set-up, to ensure accurate report delivery and avoid interruption of service.
• Provides go live support and post go live optimization at local sites and for other AdventHealth facilities with readiness to work evenings, nights, and weekends in order to fully support AdventHealth Operations. Engages with pilot programs and all projects in collaboration with AIT and the facilities.
• Inputs clear, detailed and concise documentation (including troubleshooting and steps to resolution) in the computerized tracking system. Works independently to ensure individual metrics and service-level agreements are achieved per the defined standard operating procedures and work instructions.
• Responsible for processing security access requests for physician office staff and 3rd party vendors. Evaluates and executes access requests for appropriateness. Instructs customers on computer security compliance guidelines as defined. Recognizes and identifies inappropriate use and escalates suspected security breach concerns.
• Plans and conducts initial training and re-trainings as needed to assist customers with navigation in the web-based application, including personalization in the EMR. Shares application tips with office staff to improve workflow efficiency. Develops, implements, maintains, and optimizes health information technology training materials for Provider Office staff based on current clinical practice and workflow. Incorporates both in person and virtual learning tools to facilitate knowledge transfer with Provider office staff customers.
• Participates in training, hands on practice, and teach-backs to remain current with technologies implemented within the enterprise. Assumes responsibility for self-learning and knowledge transfer.
• Communicates changes to applications in line with agreed SOPS and Work Instructions. Provides input to standards, policies, and procedures to improve overall team efficiency and effectiveness.
• Assists with executing change management strategy (communication, buy-in, training, technical support) to enable a smooth implementation of new application changes and enhancements.
• Tests and implements new and/or updated software packages and supports application upgrades.
• Performs other duties as assigned or directed and communicates need for additional assignments as workflow permits.

Qualifications

The expertise and experiences you’ll need to succeed:

KNOWLEDGE AND EXPERIENCE STRONGLY PREFERRED:

• Knowledge of computer hardware and software
• Advanced knowledge of Provider and office staff workflow (CPOE and documentation) with conceptual and practical understanding of various training techniques for users with various learning styles
• Industry experience with electronic medical records
• Competent conflict management skills
• Communication skills both written and oral, are professional and follow defined escalation process
• Is accountable for realization of goals and defined metrics
• Methodically analyzes technical problems by defining the challenges, identifies alternatives, and making timely decisions
• Understands own strengths and development needs, learns from experience, and owns personal and professional development
• Creates an environment that is positive, service oriented and that values individual perspectives while driving towards common goals; assists teammates, leadership and Providers to achieve outcomes
• Basic competency in Microsoft Office Applications

KNOWLEDGE AND EXPERIENCE PREFERRED:

• Experience with Epic or other comparable EMR

EDUCATION AND EXPERIENCE REQUIRED:

• Associate degree OR relevant years of experience.
• Experience in troubleshooting hardware and software issues to resolution

EDUCATION AND EXPERIENCE PREFERRED:

• Bachelor's degree in Computer/healthcare related field
• Experience evaluating and analyzing EMR features and functionality for problem resolution – Minimal 2 years

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

• Current valid driver's license in state of primary work locale

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

• Professional certification relevant to field

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Information Systems

Organization: AdventHealth Information Technology

Schedule: Full-time

Shift: 1 - Day

Req ID: 25014583

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.