What are the responsibilities and job description for the Clinical Applications Specialist position at Hawai'i Health Information Exchange (HHIE)?

Organization Overview

Hawaii Health Information Exchange (HHIE) provides an essential service to the healthcare community of Hawaii. By connecting providers to data from healthcare organizations across the Hawaiian Islands, using health information tools, HHIE leads the way in the exchange of information between disparate health systems, insurers, payors, and hospitals. Our commitment to the community is to provide access to comprehensive, complete and secure patient health record information, allowing providers and health plans to better collect data necessary to improve outcomes, transitions of care, and meet Quality Payment Program requirements. HHIE serves as the State’s designated entity to coordinate the development and implementation of a statewide health information exchange system.

Position Summary

This Clinical Applications Specialist, reporting directly to HHIE’s Chief Medical Officer, plays a pivotal role at Hawai‘i HIE and serves as the community-facing voice for the organization and the statewide health information exchange. The Clinical Applications Specialist coordinates, performs and supports clients’ training, implementation, and maintenance of HIE solutions. The position provides professional and technical expertise and knowledge with respect to HHIE’s suite of products and services, electronic health records (EHR) and / or Information Technology (IT) implementation, and information exchange with health care professionals. Hawai‘i HIE's business environment requires the ability to effectively plan and meet short timelines and changing conditions.

Essential Responsibilities

Has a clear understanding of and is able to present HHIE’s products and services and relevant health IT-technology related topics such as, health information exchange, Promoting Interoperability, and technical frameworks and solutions.
Effectively educate and communicate Hawai‘i HIE’s services and relevant health IT-related topics such as health information exchange, privacy / security, HIPAA, current events in health IT etc. to clients (healthcare providers and staff).
Provide direct IT technical assistance to clients with Health eNet services such as the Community Health Record, direct secure messaging, Notify and other HHIE tools.
Responsible for IT implementation of HIE solutions such as : assessing clients’ data needs to successfully integrate HHIE tools into practice workflows and participates in the review and testing of major releases and upgrades.
Learns and understands the technical needs of the customer and suggests appropriate products and services and means of delivery thereof.
Client in-person meetings to assess practice workflows and make meaningful recommendations.
Responsible for the scheduling, training and monitoring of client adoption of HHIE solutions and tools through in-office or web-based solutions.
Assist team through development of spreadsheets and community outreach.
Design and produce training and other material on HIE solutions.
Provide high-quality customer service, including timely follow-up and technical assistance.
Cultivate and maintain professional relationships with clients (providers and practices).
Manage client relations and communications through the proficient use of Salesforce (client relationship management tool).
Ability to meet client retention and growth expectations.
Present key metrics on a regular and timely basis to update the organization leadership.
Work collaboratively as a team member to understand community needs and communicate recommendations and / enhancements for future services.
Maintains confidentiality with organization operations.
Represent HHIE at in-person customer meetings and professional events.
Assist and perform any other duties as assigned by Chief Medical Officer.

Other Duties and Responsibilities

Answer questions, provide information, and / or assistance to other staff and the public in a courteous and professional manner.

Manage and prioritize projects, tasks, incoming calls, phone messages, and emails.

Able to handle data, documents and materials with confidentiality.

Perform other related duties and provides support to project teams, as assigned.

Education, Experience, Knowledge and Skills Required

Bachelor’s Degree or equivalent from an accredited four (4) year college or university in health care and health sciences, information technology or a related field. Hawai‘i HHIE may accept pertinent work experience in healthcare, IT customer service, sales, or system support in lieu of formal education credentials.

Minimum one (1) years’ experience in the healthcare field such as hospital, clinic or private practice and familiarity with workflow.

Familiarity with various EMR / EHR and practice management products or health IT tools.

Client education, training or knowledge transfer experience highly desired.

Able to comprehend and effectively communicate guidelines and requirements of Quality Payment Programs and other HIT standards.

Excellent verbal and written communication skills.

Proficient in Microsoft Office, particularly MS Word, Excel, and PowerPoint.

Familiarity with teleconferencing and presentation on various platforms.

Able to effectively communicate and collaborate with staff, stakeholders, and the general public.

Must be a highly motivated self-starter with a positive attitude and a willingness to learn.

Familiarity with CRM’s and Project Management Tools such as Salesforce and MS Planner.

Strong team collaboration in work assignments.

Effective interpersonal communication skills, including written, oral, negotiation, team and supervisory skills.

Attention to detail, logical reasoning, and ability to formulate ideas and opinions.

Ability to handle multiple priorities and anticipate needs of the company.

Implement short and long-term solutions to needs.

Ability to resolve complicated customer service issues.

Ability to make independent judgment and initiative.

Ability to write and compose correspondence, reports, documentation manually and through a computer, and make presentations to clients, vendors and company executives.

Working Conditions

The position workdays are Monday through Friday during business hours and may require additional work beyond the workday or on weekends.

Works in an air-conditioned office environment.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required to sit, walk, stand, see, hear, speak, finger dexterity, and use of personal computer with a keyboard and telephone to perform essential job duties.

Must be able to occasionally lift and / or move objects weighing up to 25 pounds.

Must have transportation to travel to various locations for meetings and events, and for equipment repair and / or service.

HHIE is headquartered in Honolulu, Hawaii, and provides a hybrid work environment. Position is based in Hawaii and requires travel to neighbor islands and may include limited travel to the mainland. Applicant must reside in Hawaii or be willing to relocate to the Hawaiian Islands.

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