Epic Clinical Support System Liaison, Jewish Hospital

Address

200 Abraham Flexner Way Louisville, KY 40202

First Shift (United States of America)

About UofL Health:
UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center. With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day.

The Systems Liaison acts as first point of contact for providers and staff for application implementations, upgrades and support. Assists with testing systems and applications before implementation into production. Troubleshoots and reports system and application issues for providers and staff communicating back with resolutions. Educates providers and staff on system functionality and capability through at- the-elbow support. Maintains accurate and timely reporting on all interactions.

• Anticipates, understands and responds to provider needs as well as documenting all support interactions in CRM application
• Works with providers and staff on adoption and optimization of applications
• Provides Level 1 and 2 provider and staff support for day-to-day production issues, maintaining documentation in the appropriate tracking systems while adhering to prescribed escalation & change control procedures; escalates issues as necessary to the Service Desk and/or Supervisor
• Communicates issues and concerns in a clear, concise and timely manner to appropriate parties
• Develops and maintains professional relationships
• Evaluates IT application updates and revisions, cascading information to providers and staff
• Assists with performing application changes as trained and applicable
• Promotes use of information technology with providers and staff
• Provides communication between providers and IT
• Provides one-on-one training and ongoing system optimization training
• Proactively ensures provider devices (hardware) and applications are functioning properly
• Maintains responsibility for weekly status reports
• Opens and manages tickets on behalf of the providers

• Supports standardization of documentation and the integration of applicable standards and practices
• Maintains responsibility for identifying and communicating training material needs
• Collaborates with other ITS support staff to enhance provider satisfaction and facilitates adoption of IT systems
• Works as provider advocate with IT and site leadership
• Maintains compliance with all company policies, procedures and standards of conduct
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
• Performs other duties as assigned

• Associates Degree in a related field(required)

May substitute an equivalent combination of education and experience

• Two (2) or more years of experience with computer information systems, providing support to users or equivalent experience as a business analyst or super user (required)
• Healthcare experience (preferred)

• N/A

• N/A

Knowledge, Skills, and Abilities critical to this role:

• Knowledge of systems and application support
• Knowledge of (Information Technology Infrastructure Library) ITIL environments
• Must be dependable, professional and a team player; – able to work with others, serve others, help others, lead others, mentor others, take directions from others in the interest of moving process and programs forward to desired outcome
• Energetic, motivated individual with the ability to connect well with others; responsive, informs constituents of process, pleasant to work with, educates and provides timely and accurate information; able to not take issues personally, see the big picture in emotionally charged situations, and respond in a mature, professional, and composed manner
• Strong time management and organizational skills - anticipates and plans for problems before…