JOB SUMMARY: 

Responsible for ensuring that the software used by the clinical departments is working properly.  Provides training to staff on how to use clinical applications correctly. 

Receives, prioritizes, and provides timely solutions to clinical application software, procedural problems/requests identified/submitted by the customer. Monitors the resolution of maintenance or enhancement issues. Supports conversion activities including end user support, application troubleshooting and application/technical configuration. Provides post-conversion assistance in the resolution of system issues (break/fix, maintenance, or enhancement). Implements changes to existing applications as directed by management. Meets deadlines and ensures continued progress toward assignment completion.

QUALIFICATIONS and EDUCATION:

Education:

·         High School Diploma or GED required; Associates Degree in Information Systems or related area preferred.

Qualifications:

·         1 years of clinical experience as an RN, LPN, MA

·         Hybrid – Onsite and occasional remote

·         Must possess good working knowledge of basic database, and MS Office Suite.

·         Working knowledge of healthcare clinical applications. 

·         Familiarity of end user business practices, concepts and terminology sufficient to support the applications  

·         Ability to work with end users to determine software specifications, hardware requirements and process improvement workflows.  

·         Ability to create system documentation, project plans, test scripts and education materials.  

·         Demonstrated excellent interpersonal communication and documentation skills, among facility customers and team members. 

·         Self-disciplined, able to work independently, but also able to take direction when necessary  

·         Self-motivated to identify and resolve issues, and in advancing personal knowledge. Very organized and detail oriented.  

·         Flexible with time. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

System Maintenance/Support:  

·         Researches and resolves customer support tickets including major application upgrades.  

·         Participates in performing routine system maintenance and builds.  

·         Establishes and maintains regular communications with application team and user community.  

·         Demonstrates analytical problem solving.  

·         Demonstrates understanding of hospital pharmacy workflow.  

·         Provides on-call support as scheduled.  

·         Adheres to Service Level and Change Management Policies.  

·         Demonstrates amazing customer service skills when dealing with end users and vendors 

·         Develops and provides education to end users 

·          Serve as the primary point of contact for all questions and issues related to the electronic health record (EHR) system 

·         Work with clinical and non-clinical staff to ensure optimal use of the EHR system 

·         Train new users on the EHR system, and provide ongoing support to existing users 

·         Develop and maintain user manuals, job aids, and other training materials 

·         Coordinate with IT staff to resolve technical issues with the EHR system 

·         Serve as a liaison between the EHR vendor and the organization 

·         Stay up to date on changes to the EHR system, and train users on new features and functionality 

·         Monitor user compliance with organizational policies and procedures related to the EHR system 

·         Generate reports from the EHR system, and analyze data to identify trends and areas for improvement 

·         Assist with the development and implementation of EHR-related projects 

·         Participate in quality improvement initiatives related to the EHR system 

System Implementation:  

·         Supports the implementation of applications and prepares the appropriate documentation.  

·         Performs system testing and documentation for all phases of the application development life cycle.  

·         Researches and resolves implementation-related Customer Support Tickets.  

·         Ensures strict adherence to work plans, reporting all serious deviations to management.  

·         Performs Q/A on application functionality.  

·         Follows Change Control procedures.  

SUPERVISORY RESPONSIBILITIES:

No direct reports.

LANGUAGE SKILLS:

Ability to communicate effectively with staff, peers, physicians and the public. Ability to speak and understand English fluently.

PHYSICAL DEMANDS:

Light physical effort; some standing, walking, sitting, bending, reaching, stooping; manual dexterity to operate keyboard and other equipment; ability to lift up to 25 lbs; detail oriented; able to maintain a pleasant and courteous demeanor under all circumstances.

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.

WORK ENVIRONMENT:

Climate controlled environment with occasional periods of being outside.

The above statements reflect the general duties considered necessary to describe the principle functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.