Customer Engagement Specialist III

#REF! • Arlington, TX

21h • Onsite

About The Position

Customer Engagement Specialist III – IT Entity THFW THAZ Bring your passion to Texas Health so we are Better + Together Work location: Texas Health Fort Worth Campus 911 6th Avenue Fort Worth TX 76104 Work hours: Full Time Days (Monday – Friday, 8:00am-4:30pm) for 40 hrs/week. IT Entity THFW THAZ highlights: · Supportive and transparent leadership · Hospital based role working directly with physicians, LIPs, and other clinical staff providing training & support · Inclusive, safe and supportive team environment Here’s What You Need

Requirements

• H.S. Diploma or Equivalent (Required)
• Associate's Degree In Computer Science, Information Technology, Business, Healthcare, or relevant field. Nursing degree preferred. 2 Years Relevant IS/healthcare related experience in lieu of a degree. (Required)
• 7 Years Relevant IS/healthcare related experience required with no degree. (Required)
• 5 Years Relevant IS/healthcare related experience required with an Associate's degree. (Required)
• 3 Years Relevant IS/healthcare related experience required with a Bachelor's degree. (Required)
• 2 Years Experience using and/or supporting an electronic health record (EPIC). (Required)

Nice To Haves

• Bachelor's Degree In Computer Science, Information Technology, Business, Healthcare, or relevant field. Nursing degree preferred.
• Epic Certification (Preferred)

Responsibilities

• Provide instructor led training to newly credentialed physicians, anesthesiologists, and allied health professionals. Provide at the elbow training to all CareConnect (Epic) users by providing answers to questions during rounding or in response to specific requests. Provide topical training to fill in knowledge gaps. Facilitate understanding of both clinical and technical aspects of CareConnect. Reviews ongoing CareConnect changes with customers and discusses impacts to their workflows during rounding, meetings, small group or one on one interactions. Educate end users on impact of new version release upgrades and interim updates. Develop supplemental training tools for customers such as tip sheets, pocket guides, PowerPoint presentations, email communications, and flyers.
• Provide optimization of CareConnect by observing customer usage through rounding or other methodologies and works with individuals or small groups to promote best practice usage of CareConnect to obtain higher levels of access, quality, efficiency and safety. Follow up initial training with individual optimization, setting up system lists, reports, order set favorites and defaults, note documentation, and order preferences per provider specialty. Work with special interest groups or specified departments to coordinate clinical and technical workflows.
• Provide support by understanding and articulating CareConnect modules, activities, and workflows to end users. Troubleshooting problems or questions from end users to provide education and solutions. Adheres to THR and ITS policies, procedures, and standards. Offers fresh insights to help others overcome mental blocks and think creatively. Challenge others to think through implications, generate possibilities, and develop solutions. Consider the ideas, needs and suggestions of team members. Provide after hours on call support to inpatient providers. Provide system-wide project go-live floor support to meet ITS objectives. Manage request and incident tickets consistent with established ITIL processes working with second level of support and or ancillary teams as needed.
• Promote CareConnect changes and workflows to increase awareness and gain customer acceptance and adoption by attending department, specialty, administrative, or special interest entity-based meetings. Contribute to the dissemination of roll out information for various IT applications and services that benefit the customer. Recruit and promote customer attendance and participation at forums and optimization sessions.
• Provide leadership to peer group by representing Entity Support Services and CET at entity and system wide meetings and work groups. Prioritize work appropriately, carrying out assignments with the appropriate level of direction and complete tasks within deadlines while mentoring/assisting others. Provide mentoring to peer group on application knowledge, best practices, and customer relations. Provide enhanced CareConnect support by building Physician Group System Lists and Gare Gate Link Physician Groups and staff security.

Benefits

• Benefits include 401k, PTO, medical, dental, Paid Parental Leave, flex spending, tuition reimbursement, student Loan forgiveness as well as several other benefits
• Delivery of high quality of patient care through nursing education, nursing research and innovations in nursing practice.
• Strong Unit Based Council (UBC).
• A supportive, team environment with outstanding opportunities for growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees