Consulting Provider Solution Specialist

HCA Healthcare • Sarasota, FL

3d

About The Position

The Consulting Provider Solution Specialist serves as a Division resource and subject-matter expert for implementing and supporting ambulatory electronic health record (EHR) technology. The role combines customer service, project management, sales, leadership, training, and technology skills to provide workflow analysis, testing, training, implementation, support, and optimization for clinical users. The specialist works closely with providers and practice personnel, as well as a broader ecosystem of healthcare professionals, to guide providers from introduction through adoption and increased use of HCA ambulatory EHR technologies. The role also ensures users receive appropriate training and instruction, coordinates responses to provider support needs, and builds collaborative relationships across business units to improve the provider experience. It requires an understanding of Health IT, digital access points, and common clinical workflows.

The specialist independently leads ambulatory EHR implementations and optimization, supports testing and issue resolution, and provides direct practice support. The role includes rounding in physician practices, managing service requests and incidents, performing root-cause analysis, escalating complex issues, and advising on access, security, information protection, and patient confidentiality. The specialist partners with clinical informatics and integrated support teams on clinical content, workflows, quality initiatives, regulatory requirements, and strategic planning.

The position leads and coordinates training for providers and practice personnel, develops and customizes training materials, delivers presentations and courses, and conducts group testing and pilot training. It also supports the provider experience through responsive customer service, clear communication, follow-up, and gathering feedback for improvement.

Requirements

• Must currently live in the Sarasota, Florida area.
• College graduate, advanced course studies, or related experience.
• Five years of previous experience in a healthcare-related field.
• Demonstrated customer-service focus and broad experience providing high-level service.
• Ability to organize and prioritize tasks, maintain attention to detail, update job skills, and adapt to change.
• Well-developed leadership skills; professional attitude and appearance; self-motivation and goal orientation; ability to work independently with minimal guidance and mentor others.
• Ability to lead discussions with clinical and IT personnel, communicate clearly in writing and verbally, teach customers effectively, and share technical expertise or provide direction.
• Ability to build strong working relationships across Corporate, Division, Market, and practice personnel and facilitate productive discussions with business partners.
• Ability to manage multiple duties, show initiative, understand physician-practice workflows, and handle advanced or complex work and major projects.
• Ability to apply in-depth knowledge, analytics, and technical interpretation to develop solutions.
• Extensive experience supporting providers and broad expertise with clinical information systems.
• Understanding of relevant regulatory guidelines, including HIPAA, and government programs such as Meaningful Use.
• Demonstrated advanced computer skills.
• Understanding of how technology can improve patient experience and support clinicians in providing care.

Nice To Haves

• Proficiency in clinical applications; ambulatory EHR experience preferred.
• Mature understanding of clinical application support processes and ambulatory EHR workflows preferred.

Responsibilities

• Lead and independently conduct ambulatory EHR implementations for providers and practices, including new start-ups and acquisitions.
• Provide training and second-level support for dictation and voice-recognition technologies.
• Plan and conduct ambulatory EHR optimization efforts, and promote standardization, utilization, and best practices.
• Serve as a subject-matter expert for installation and support of ambulatory EHR solutions in accordance with HCA and Division IT&S standards and guidelines.
• Promote process changes that improve implementation, maintenance, and support of ambulatory EHR technologies.
• Support testing of ambulatory EHR functionality, including interpreting test plans, troubleshooting, and addressing clinical integration points.
• Work with integrated support teams on software functionality, content, and defect resolution updates.
• Participate in enterprise communities to develop and deploy best practices for physician support in ambulatory care.
• Round in physician practices to identify and address EHR support needs proactively, and provide direct support to practices.
• Document practice interactions, coordinate provider and practice service requests and incident resolutions through the Division Service Desk, and track and analyze metrics.
• Conduct problem analysis, resolve complex issues in a timely and accurate manner, and perform root-cause analysis.
• Escalate complex issues and collaborate with enterprise subject-matter experts, support teams, technical groups, and vendors to resolve problems and manage trends.
• Monitor and communicate trends and issues that may affect provider relationships, regulatory compliance, or quality initiatives.
• Provide timely responses to provider issues reported in GrowthLink, as applicable, and serve as an ambulatory EHR support subject-matter expert for the Service Desk Community.
• Guide practice personnel on EHR technology, related systems, reporting access, and system access and information-protection processes.
• Route non-standard access requests to governing teams, provide practices with timely feedback, and promote security, information protection, patient confidentiality, and compliance.
• Improve provider use of HCA technologies through at-the-elbow support, one-on-one training, and other support.
• Partner with practices and market, division, and Corporate colleagues to promote tools, resources, and workflows supporting clinical quality initiatives, certification, regulatory requirements, and patient experience strategies.
• Work with the Ambulatory Clinical Informatics team to create, introduce, and modify ambulatory EHR clinical content.
• Contribute to Corporate, Division, and Market strategic planning for physician product lines and ambulatory EHR technologies.
• Participate in data collection and reporting and help ensure physician and practice data in HCA systems is accurate.
• Lead, plan, coordinate, develop, track, and deliver training for providers and practice personnel on ambulatory EHR technologies and supporting systems.
• Collaborate with Central EHR Implementation and Ambulatory Clinical Informatics teams to design, develop, and implement education and training materials for initial and ongoing training.
• Develop, maintain, and customize training materials for market-, practice-, or specialty-specific needs.
• Prepare and deliver presentations, demonstrations, train-the-trainer sessions, and special training courses.
• Deliver training in varied settings and use available technology to meet audience needs.
• Coordinate and execute group testing training plans, conduct pilot training, and provide feedback to project leads.
• Partner with practice, market, division, and Corporate colleagues to support a successful physician experience and improve customer service.
• Communicate effectively with customers, follow up after issue resolution, and seek customer feedback to identify areas for improvement.

Benefits

• Comprehensive medical, prescription drug, dental, vision, behavioral health, and telemedicine benefits.
• Wellbeing support, including free counseling and referral services.
• Paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence.
• 401(k) plan with a 100% match on 3% to 9% of pay, based on years of service.
• Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support, and financial wellbeing counseling.
• Tuition assistance, student loan assistance, certification support, dependent scholarships, and a partnership with Galen College of Nursing.
• Fertility and family-building benefits and adoption assistance.
• Life insurance and supplemental health protection plans.
• Auto and home insurance, legal counseling, identity theft protection, and consumer discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed