Provider Solutions Specialist II

Provider Solutions Specialist II

Do you want to join an organization that invests in you as a(an) Provider Solutions Specialist II? At HCA Houston Healthcare, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

The Provider Solutions Specialist II serves as a Division resource and subject matter expert for implementation and support of the ambulatory electronic health record (EHR). Using a balanced combination of advanced customer service, project management, sales, leadership, training, and technology skills, the Provider Solutions Specialist II role works with an integrated support team to provide workflow analysis, testing, training, implementation, support, and optimization to clinical users of ambulatory EHR technology.

The role requires working closely with providers and practice personnel, but also involves working with an ecosystem of healthcare professionals. Responsibilities include assisting providers throughout the healthcare continuum from the introduction to adoption and advancing utilization of HCA ambulatory EHR technologies.

Duties also include ensuring providers and practice personnel have training and instruction on how to access and effectively utilize healthcare technologies and responding to, triaging, and delivering seamless coordination for provider support needs.

The Provider Solutions Specialist II will maintain collaborative relationships and engage across business units to enhance the provider experience with ambulatory EHR technologies and communicate key provider technology enablers. This role is responsible for understanding the dynamic landscape of Health IT, various digital access points, and common clinical workflows.

1. Implementation/Change Management:

a) Leads and independently conducts ambulatory EHR implementations for providers and practices (new start-ups and acquisitions).

b) Provides Training and Second level support for dictation and voice recognition technologies.

c) Plans, organizes, and independently conducts ambulatory EHR optimization efforts and actively supports and promotes system standardization, utilization, and best practices.

d) Contributes as a subject-matter expert for installation and support of ambulatory EHR solutions per HCA and Division IT&S standards and guidelines.

e) Promotes process changes that improve the implementation, maintenance, and support of ambulatory EHR technologies.

f) Supports and assists with testing of ambulatory EHR functionality; assists in interpretation of test plans, troubleshooting, and clinical integration points.

g) Works with integrated support teams to address software functionality, content, and defect resolution updates.

h) Participates with peers in enterprise communities to develop and deploy best practices for physician support in the ambulatory care setting.

2. Support Requests:

a) Rounds in physician practices to ensure ambulatory EHR support needs and issues are proactively identified and addressed.

b) Provides direct support of ambulatory EHR solutions to physician practices.

c) Documents interactions with physician practices to confirm needs are met, reporting issues to other teams as needed.

d) Coordinates provider and practice service requests and incident resolutions through the Division Service Desk. Reviews problem tracking databases and has the ability to track and analyze metrics.

e) Conducts problem analysis, timely and accurate resolution, and root cause analysis for complex ambulatory EHR issues and requests.

f) Escalates and works with enterprise subject matter experts and integrated support team resources to identify trends and manage resolution of ambulatory EHR application issues and requests.

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