Informatics Liaison Staff

Covenant Health•Knoxville, TN

About The Position

The Informatics Liaison serves under general supervision as the principal contact for providers and clinicians who access Covenant Health networks and systems. The role provides support so clinical staff have the tools and knowledge needed to use current and future clinical applications productively and efficiently. As a representative of the Clinical Informatics Team, the liaison coordinates and implements facility-based education and support. The position may serve a specific facility or practice, or multiple venues across a geographic zone. The liaison trains and supports users of clinical applications, analyzes workflows, troubleshoots application and technical issues, and coordinates resolutions with appropriate technical teams or vendors. The role also supports clinical technology and virtual health visits, manages related devices and inventory, promotes security and compliance, and contributes to process improvement and customer/provider satisfaction.

Requirements

At least three years of experience in Information Systems or three years in a relevant functional area.
Demonstrated understanding of technical computer operations in a client/server environment for assigned applications.
Professional or clinical licensure (such as RN or ARRT) is required based on assigned applications.

Responsibilities

Train users and provide continuing education on clinical workflow applications, related software and processes, including features, functions, reports, and system capabilities and limitations.
Understand clinical needs, practice patterns, and workflows in hospital and practice settings; analyze workflows and recommend quality improvements.
Perform preventative maintenance on equipment related to clinical access and coordinate operations of assigned applications.
Determine root causes of application problems, coordinate solutions among appropriate teams, and document resolutions.
Act as an interface between users, systems programming, and operations teams, and serve as a liaison for provider and clinical needs.
Process complaints and concerns and communicate them to appropriate areas or departments.
Monitor and communicate trends and issues that may affect application usage, and devise improvements to current procedures.
Complete documentation and paperwork for requests and incident resolutions, and track services rendered through regular activity reports.
Assist with testing clinical systems for facility-specific requirements and recommend practice changes to improve implementation, maintenance, and support of equipment and software.
Promote technological security and compliance, and ensure users understand and follow required security procedures.
Provide at-the-elbow technology and application support to facility-based providers during working hours.
Understand users' security and business needs and implement suitable solutions.
Analyze and provide hands-on support for moderate technical troubleshooting; identify the appropriate technical area, staff, or vendor to resolve issues and coordinate with them.
Gather information and follow up promptly on requests and incidents.
Research user requirements and educate users on relevant system features and functions to maximize IT investment.
Communicate effectively with clinical and information technology personnel.
Participate in IT meetings and conduct presentations as needed or requested.
Build strong relationships across a broad range of personality types and contribute as a team player.
Provide on-call support as needed.
Assist with scheduling and coordinating virtual health visits with patients and clinicians, and provide technical management of those visits.
Manage devices and inventory related to informatics and virtual health assets.
Facilitate data capture and management related to virtual visits, including charge capture.
Communicate about process improvement and customer/provider satisfaction.
Participate in special projects as needed.
Follow policies, procedures, and safety standards; complete required annual education assignments.
Work toward goals and objectives and participate in quality improvement initiatives as requested.
Perform other duties as assigned.