What are the responsibilities and job description for the Provider Support Specialist II position at Yale New Haven Health?
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
Working under the general direction of the Manager, Acts as the primary liaison to the customer for Epic support. Works on complex analytical and integrated issues to resolve End User issues. Supports the development, enhancement, and implementation of Epic. The Support analyst will create documentation and develop a knowledgebase for Epic features and support inquiries. The support analyst will work independently and communicate with other support staff and end-users.
EEO/AA/Disability/Veteran
Responsibilities
- 1. Epic Application Knowledge
- 1.1 Attends team meetings to gain system concepts and functionality
- 2. Issue documentation
- 2.1 Documents all calls into call tracking application
- 3. Communication
- 3.1 Works with level 1 Help Desk and level 2 support staff to coordinate documentation and resolution of issues or requests for enhancements or optimization
- 4. Customer Service
- 4.1 Works on complex analytical and integrated issues to address end user issues.
- 5. Performs all other job related duties as required including Support of Application at the Manager's discretion
Qualifications
EDUCATION
Bachelor's degree in Healthcare, Information Management or related clinical experience
EXPERIENCE
Three or more years in a Healthcare setting. Knowledge of clinical workflow, documentation and practice standards. Works on complex analytical and integrated issues to facilitate optimal adoption and use of the electronic health record and related tools/systems. Supports the adoption, development, enhancement, and implementation of the EMR. Experienced in supporting various clinical end users (Physicians, Nursing, Ancillaries and Remote Sites), Experience working with EMRs and other clinical information systems. Ability to work in direct customer service situations and adapt to various situations and urgencies. Experience in troubleshooting challenging problems and developing resolutions. Working knowledge of workflow assessment, analysis and design using Lean or similar methodologies.
SPECIAL SKILLS
Experience in EpicCare Ambulatory or Inpatient is desirable. Strong analytical and problem solving skills. Must have exceptional speaking, listening and interpersonal Skills. Ability to manage multiple tasks and prioritize actions required to quickly resolve reported problems. Exemplary customer service skills. Must be able to work independently or in a team and contribute to a positive work environment. Must be able to work in stressful situations and remain focused and calm while maintaining composure under stress. Must be willing to work a flexible schedule and travel to each of the YNH Health System affiliate locations. Ability to discern between hardware issues and application issues and triage issues accordingly.
PHYSICAL DEMAND
Travel to hospitals, practice sites and other customers as required.
YNHHS Requisition ID
124916
