Metro New York & Southern Connecticut

1. Responsible for completing all required training to maintain skills and knowledge required for understanding of patient scheduling and intake workflows and ability to make recommendations to improve efficiencies of EMR encounter completion. Expert in Practice workflows including from point of patient scheduling through completion of encounter, as well as hospital and procedural use of the EMR by physicians. Lead in new site and new provider go lives as well as post live provider engagement. Coordinate ECS activities including go lives, provider optimization and support engagements and Epic upgrade support. Attends team and interdepartmental meetings to support and communicate system concepts and functionality. 2. Analyzes Epic user action data utilizing standard methods, interprets the results, and provides a summary (graphical, written, and oral) of the analyses in an actionable format. Uses advanced statistical knowledge to provide support in managing and analyzing data. Provides compelling and concise analysis to enable business owners to make well informed decisions regarding options for problem resolution and opportunity realization. Synthesizes data using a variety of methods, including statistical analysis and Excel modeling. Develops clear and compelling deliverables using graphics and text. Conducts data gathering, data analysis, modeling, projecting, and scenario analyses. With the aid of key sources (i.e. electronic medical record, departmental / section data) develops and harnesses the data that is available to identify existing issues and key drivers. Develops recommendations for improvement. Ensures accuracy to maintain the high quality and integrity of information, data, and databases. Formulates and designs working protocols to achieve end results. Compiles status reports for management, keeping them abreast of results with summary updates. Communicates revised policies and procedures relevant to the analyses. Reports include documenting physician and practice engagements, workflow assessment, optimization recommendations and training interventions. The reporting / documentation requirements include the use of tools - Microsoft Teams and Office applications, Service Now, Epic Signal. Maintains dashboards and logs for provider engagements and keeps the various workgroups and leaders up to date on activities. Tracks deliverables and recommendations using appropriate tools. Documents all calls and incidents into call tracking application. Maintains ownership of reported problems. Provides lead support with proper escalation of issues. Identify support trends to manager. Meets department Service Levels. Thinks beyond scope of issue and works through issues independently. 3. Reports on a regular basis the status of deliverables, adjustments to timelines, resource requirements, and barriers to completion. Effectively communicates deliverables to participants. Provides guidance and training to internal and external team members to identify opportunities for improvement and follow up. Works with level 1 Help Desk and level 2 support staff to coordinate documentation and resolution of issues or requests for enhancements or optimization. Provides both in person and phone support. Reports end user experiences to Epic Team. Accountable for using Incident tracking system for documentation of each call received and accountable for developing a knowledgebase and for maintaining EPIC knowledge and service.  4. Facilitates strong relationships, unity, and focus with managers, directors, and team members to achieve goals. Acts as a liaison for providers to the Epic teams. Contributes to a positive work environment. Builds client relationships and departmental relationships. Demonstrates exceptional Customer Service. Completes follow up with end users and customers to ensure issue resolution. 5. Performs all other job-related duties as assigned.

Required Skill/ability 1:  Must be willing to work a flexible schedule and work holidays, weekends, evenings, and nights. Must also be willing to travel to each of the YNH Health System affiliate locations.

Required Skill/ability 2:  Experience in EpicCare Ambulatory or Inpatient is desirable. Possesses strong analytical and problem-solving skills.  Must have exceptional speaking, listening and interpersonal skills.

Required Skill/ability 3:  Consistently demonstrates the values of integrity (doing the right thing), patient-centered (putting patients and families first), respect (valuing all people and embracing all differences), accountability (being responsible and taking action), and compassion (being empathetic) in all personal and job-related decisions and actions.

Required Skill/ability 4:  Ability to manage multiple tasks and prioritize actions required to quickly resolve reported problems. Exhibits exemplary customer service skills.

Required Skill/ability 5:  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.

Work Week:  Standard (M-F equal number of hours per day)

Posting Position Title:  Enhanced Clinical Support Specialist III

University Job Title:  Enhanced Clinical Specialist 3

Bachelor's degree in Healthcare, Information Management or other bachelor's degree with related clinical experience. Minimum of five years in a Healthcare setting. Knowledge of clinical workflows, 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. Or an equivalent combination of education and experience.

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