Activation & Reinforcement Representative

University Hospitals•Shaker Heights, OH

About The Position

The IT Ambulatory Systems Liaison I (ASL I) supports activation and ongoing use of the electronic medical record (EMR) and/or UH Personal Health Record (MyUHCare PHR). The role promotes adoption by providing direct support to physicians, clinical and office staff, patients, and family members. It helps users build software proficiency, transition to new clinical and business workflows, and complete adoption-related tasks. The ASL I identifies, communicates, resolves, and/or escalates concerns relating to the EMR and/or PHR. The role requires maintaining current knowledge of application capabilities, training materials, and workflows; supporting practice, provider, and patient activation; and coaching users on integrating the applications into their daily routines. The ASL I also supports change management, testing, feedback activities, issue escalation, documentation, and collaboration with EMR, IT, project, and training teams. Travel and a schedule that may include weekdays, evenings, and weekends are required. The position must protect patient Protected Health Information (PHI) and comply with applicable policies and standards.

Requirements

High school equivalent or GED required.
Demonstrated ability to communicate with a wide variety of end-users with varying technology skill levels.
Training skills, decisive judgment, and ability to work independently and collaboratively across department boundaries.
Client service, communication, presentation, and relationship-building skills.
Strong critical-thinking and problem-solving skills.
Strong written and verbal communication and organizational skills.
Must be flexible regarding travel and work schedule, including weekdays, evenings, and weekends.

Nice To Haves

Bachelor's degree preferred.
Two or more years of customer service and/or healthcare experience preferred.
Epic knowledge strongly preferred.
Ability to integrate technology in a patient-care setting and function independently in a fast-paced environment preferred.
Proficiency with Microsoft Office, especially PowerPoint, Excel, Word, and Microsoft Project, preferred.
Knowledge of Epic or other EMR and IT systems preferred.
Healthcare professional licensure or certification preferred.

Responsibilities

Maintain comprehensive, up-to-date knowledge of EMR and/or PHR capabilities, functionality, training curriculum, and related workflows.
Support practice, provider, and patient activation of the EMR/PHR to facilitate transition and appropriate application use.
Coach end-users on application functionality and how to integrate the EMR/PHR into daily routines.
Provide Physician Support Line coverage as needed.
Participate in end-user focus groups and compile and respond to feedback as needed.
Act as a liaison among end-users, IT, EMR/PHR project teams, and Change Management and Training teams to support software and workflow adoption.
Support EMR and PHR change management plans for practice and patient adoption.
Communicate and escalate barriers to end-user adoption; work with internal resources on problem-solving capabilities and workflow recommendations.
Participate in unit and integrated software testing to ensure design objectives are met.
Maintain a professional image and demeanor and provide service with respect for dignity and privacy.
Complete communications and documentation in a timely manner, including emails, reports, checklists, issues, expenses, and escalations.
Collaborate with the EMR team on projects, task completion, data gathering, and information compilation as needed.
Manage and adhere to travel and site schedules to support practices and patients effectively.
Perform other duties as assigned and comply with policies and standards.
Safely and securely maintain patient PHI and comply with required training, the UH Code of Conduct, and UH policies and procedures.