IT Application Support Analyst

Individual must become proficient in the use of the Epic EMR and respective workflows. The individual must carry out training needs analysis and make recommendations prior to the date of application training. Individual will provide set-up and implementation services for any new clinic and application roll-out and provide training to all levels of staff. Individual will act as a liaison between customer and analysts to ensure concise and complete documentation/communication of requests and/or issues. Individual will identify, document and address unique or recurring client problems. Must also observe and report employee progress and program effectiveness and prepare and implement a plan to support customers as needed. Individual must prepare and maintain the learning environment, resources, update and maintain manuals and end user documentation used for training. Additionally, the individual will work collaboratively with quality, performance improvement, and analytics to ensure highest quality and safety. Provides expert assistance and support to end-users of the respective information system. Assists in the implementation of upgrades, enhancements and maintenance of the information system. Works with interdisciplinary teams to ensure appropriate processes and procedures are developed for working with new applications or workflows. Provides education and orientation to appropriate staff on the use of relevant information systems. Performs all job duties and responsibilities in a courteous and customer-focused manner according to the Hurley Family Standards of Behavior and Management Code of Conduct.Works under the supervision of the Director or designee. Analyze, design, develop and implement, evaluate and maintain effective information systems training and education resources. Delivery platforms will include elbow to elbow, instructor-led classroom, virtual and e-Learning solutions for a diverse multidisciplinary audience.

Participates in reviews of the current and future state workflows to identify gaps in existing curricula; develop additional content to close gaps.

Works collaboratively with Quality, Performance Improvement, Operational and Analytic staff to develop, implement and monitor plans for improved workflows.

Plans, develops and administers policies and procedures relevant to training employees in the use of new and existing computer systems, including in person and virtual instruction.

Creates and maintains training materials including the training environments needed to support new and existing computer systems. Provides training and education for new clinic/go-live support.

Understands the intended work flows the training material is addressing prior to presenting the material and provides examples pertinent to the training audience.

Maintains consistency and alignment of curriculum at an enterprise level and Provides updates/communications on relevant changes and/or upgrades to the system.

Apply principles of adult learning theory, group dynamics, group facilitation, needs analysis, program design and evaluation, and change management into day-to-day practice and program offerings.

Monitors and Identifies trends that may require additional training focus, in-services, policy and procedure modifications, system modifications, and development, and implementation of new procedures designed to improve quality and increase operating efficiency.

Assists in ensuring the accuracy of test scripts for system upgrades, workflow enhancements and training. Understands the intended work flows the test script is trying to address.

Provides support and Service Desk ticket triage for respective analytical team and user support and issues. Performs basic troubleshooting and issue resolution across respective applications.

• Performs other related duties as required. Utilizes new improvements and technologies that relate to job assignment.

• Two years of experience in one (or a combination thereof) of the following areas: Facility billing or coding for third party carriers in a hospital setting. Professional billing or coding in a hospital or physician practice setting. Patient registration, appointment scheduling, clinical nursing, utilization review, outpatient/ancillary service area/clinic or medical records technology.

• Maintaining/supporting any information technology systems- including an Electronic Medical Records (EMR), practice management, or any related system.

• Completion of two (2) years of college with courses in a healthcare, IT or business related field.

• Ability to develop and deliver professional level training aides and training

• Ability to work in a changing environment with changing priorities

• Ability and confidence to deal with all levels in the organization including physicians and senior management

• Ability to demonstrate basic knowledge of Google Suite, (Google Doc, Google Sheet) and other common applications

• Self-directed with minimal supervision and ability to meet demanding deadlines

• High comfort level with technology and software in general with proficiency in standard business software and devices

• Ability to identify and solve problems

• Ability to communicate effectively both orally and in writing

• Ability to conform to departmental performance standards

• Ability to establish and maintain effective working relationships with superiors, co-workers, other Medical Center employees, physicians, patients, and public

• Demonstrates customer service skills in providing services to a variety of clients/customers

• Ability to meet deadlines and extremely detail oriented

• Ability to take initiative in tasks showing good judgment in routine decisions