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2018-R0181265 Requisition #
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Systems Support Rep

8-430

Tacoma WA

Health Informatics

part time

40 hours in an 80 hour pay period

 

  The System Support Reps are critical to supporting providers across the system in Ambulatory, Inpatient and our privileged community providers who work at our hospitals.  Liaisons support users via phone, email and at the elbow and beg the support and preparation as early as the new provider training classes. 

This position is a part of a department dedicated to increasing efficiency and appropriate work for excellent patient care.  

CHI Franciscan Health has exciting and rewarding careers with competitive salaries and benefits.  We are a family of hospitals, health care services, and medical providers delivering compassionate care to people throughout the South Puget Sound. We are part of Catholic Health Initiatives, one of the largest not-for-profit health care systems in the country.

Our mission is to deliver high quality care that meets our patients' medical needs while providing emotional and spiritual support to patients and their families. We believe this three-part approach — physical, emotional, and spiritual — is essential to healing the whole person. Come join our team!


Job Summary:
Provides technical assistance, support and guidance to users on usage of the electronic health record (EHR) system in accordance with established internal protocols and guidelines.   Work focuses primarily on ensuring that assigned work sites (e.g. hospitals, clinics etc.), existing and newly-acquired, have the knowledge and understanding necessary to fully utilize system functionality to meet patient care standards and operational needs.  Work includes:  1) providing direct support for providers and clinicians across the continuum of care and assisting with optimization adoption; 2) soliciting feedback, providing additional support/training and explaining/monitoring related workflow changes as necessary; 3) troubleshooting user issues and escalating more complex problems to higher-level authority in accordance with established protocols; and 4) following up regularly with department management to ensure identified issues have been resolved.  Work also includes identifying areas/issues (e.g. safety/quality of care) with potential to impact organizational conformity with community standards of care for referral to the Informatics team. 
Incumbents have daily contact with providers/employees with varying levels of computer sophistication.  In responding to the need for support, an incumbent must listen carefully to the user, ask pertinent questions to diagnose the nature of the problem, and determine the best approach to resolve the problem.  Considerable tact is required for interacting with contacts who may be experiencing frustration with use of the system.
Incumbents are responsible for maintaining current knowledge of the overall functionality of, and current workflow processes/procedures relating to EHR systems and related operations sufficient to explain significant aspects and available capabilities to users, assist user in navigating the system and to articulate common challenges and lessons learned on practical ways to overcome them.   Work requires strong customer service, communication, problem-solving and troubleshooting skills, as well as the ability to keep abreast of new system technologies/applications and changing organizational needs, objectives and priorities.
Work requires regular travel to assigned work sites and an incumbent will be required to take call on a rotating basis.

 
Essential Duties:
Rounds regularly on assigned work sites to answer questions, provide additional training, identify issues/concerns and facilitate continued integration of automated systems; resolve issues within defined scope of responsibility and in accordance with established procedures.
Provides support to sustain and promote implementation of organizational change management (OCM) adoption tools and methodologies; provides support for acquisitions and new hires.
Brings concerns to clinic/inpatient managers or appropriate informatics department management, serving as a resource for interventions related to emergent/ongoing issues and supports an environment of proactive service recovery.
Participates in regularly scheduled meetings to represent assigned work unit(s) and to gather/provide feedback relating to Epic, discuss user needs and future optimization, determine priorities, address changes to workflow or current functionality and other topics of similar significance. 
Provides guidance to providers/managers in understanding reports/metrics and KPIs (Key Performance Indicators).


Additional Responsibilities:
Adheres to and exhibits our Core Values of Reverence, Integrity, Compassion and Excellence. 

 

 

                  

  • Education/Experience:
    Three years of related healthcare work experience that would demonstrate attainment of the requisite job knowledge/abilities. 
    LPN or MA clinical experience is strongly preferred.
    An equivalent combination of post-secondary clinical education may be substituted for two years of the experience requirement.
    Achievement of Credentialed Trainer status with OneCare Epic Training Leadership team or Epic Certification within one year of hire.


License/Certification:
Credentialed Trainer status with OneCare Epic Training Leadership team or Epic Certification, maintains currency.

 

 

About Us


Chances are, you’re here because you’re looking for a career offering greater opportunity, challenge and fulfillment. We’re confident you’ll find all three at CHI. As one of the nation’s largest nonprofit health systems, we offer a wealth of careers across more than 101 hospitals in 18 states. Our faith-based health system welcomes you to share in our mission of building healthier communities, whether as a surgeon in the operating room or an administrator in a conference room. When you work in a supportive environment with like-minded professionals, wonderful things happen. Learn More

Equal Opportunity Employment


Consistent with our Core Values, Catholic Health Initiatives employers are EEO/AA/M/F/Vets/Disabled Employers. Qualified applications will receive consideration for employement without regard to their race, color, religion, national origin, sex, sexual orientation, gender identification, protected veteran status, disabilitiy or any other legally protected characteristic. 

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