IT Application Support Analyst

Hurley Medical Center•Flint, MI

2d•Onsite

About The Position

The IT Application Support Analyst will become proficient in the use of the Epic EMR and respective workflows. This role involves carrying out training needs analysis and making recommendations prior to application training. The analyst will provide set-up and implementation services for new clinic and application roll-outs, and deliver training to all staff levels. They will act as a liaison between customers and analysts to ensure clear communication of requests and issues, identify and document client problems, and observe and report on employee progress and program effectiveness. A plan will be prepared and implemented to support customers as needed. The analyst will also prepare and maintain the learning environment, resources, and update manuals and end-user documentation. Collaboration with quality, performance improvement, and analytics teams is essential to ensure high quality and safety. This position provides expert assistance and support to end-users of the information system, assists with upgrades and enhancements, and works with interdisciplinary teams to develop appropriate processes for new applications or workflows. Education and orientation on relevant information systems will be provided to staff. All job duties will be performed in a courteous and customer-focused manner, adhering to Hurley Family Standards of Behavior and Management Code of Conduct. The role operates under the supervision of the Director or designee.

Requirements

Two years of experience in one (or a combination thereof) of the following areas: Facility billing or coding for third party carriers in a hospital setting; Professional billing or coding in a hospital or physician practice setting; Patient registration, appointment scheduling, clinical nursing, utilization review, outpatient/ancillary service area/clinic or medical records technology; Maintaining/supporting any information technology systems- including an Electronic Medical Records (EMR), practice management, or any related system.
Completion of two (2) years of college with courses in a healthcare, IT or business related field.
Ability to develop and deliver professional level training aides and training.
Ability to work in a changing environment with changing priorities.
Ability and confidence to deal with all levels in the organization including physicians and senior management.
Ability to demonstrate basic knowledge of Google Suite (Google Doc, Google Sheet) and other common applications.
Self-directed with minimal supervision and ability to meet demanding deadlines.
High comfort level with technology and software in general with proficiency in standard business software and devices.
Ability to identify and solve problems.
Ability to communicate effectively both orally and in writing.
Ability to conform to departmental performance standards.
Ability to establish and maintain effective working relationships with superiors, co-workers, other Medical Center employees, physicians, patients, and public.
Demonstrates customer service skills in providing services to a variety of clients/customers.
Ability to meet deadlines and extremely detail oriented.
Ability to take initiative in tasks showing good judgment in routine decisions.

Responsibilities

Analyze, design, develop, implement, evaluate, and maintain effective information systems training and education resources, utilizing platforms such as elbow-to-elbow, instructor-led classroom, virtual, and e-Learning solutions for a diverse multidisciplinary audience.
Participate in reviews of current and future state workflows to identify gaps in existing curricula and develop additional content to close these gaps.
Work collaboratively with Quality, Performance Improvement, Operational, and Analytic staff to develop, implement, and monitor plans for improved workflows.
Plan, develop, and administer policies and procedures relevant to training employees in the use of new and existing computer systems, including in-person and virtual instruction.
Create and maintain training materials, including the training environments needed to support new and existing computer systems.
Provide training and education for new clinic/go-live support.
Understand intended workflows the training material addresses prior to presenting the material and provide pertinent examples to the training audience.
Maintain consistency and alignment of curriculum at an enterprise level and provide updates/communications on relevant changes and/or upgrades to the system.
Apply principles of adult learning theory, group dynamics, group facilitation, needs analysis, program design and evaluation, and change management into day-to-day practice and program offerings.
Monitor and identify trends that may require additional training focus, in-services, policy and procedure modifications, system modifications, and development and implementation of new procedures designed to improve quality and increase operating efficiency.
Assist in ensuring the accuracy of test scripts for system upgrades, workflow enhancements, and training, understanding the intended workflows the test script is trying to address.
Provide support and Service Desk ticket triage for the respective analytical team and user support and issues.
Perform basic troubleshooting and issue resolution across respective applications.
Utilize new improvements and technologies that relate to job assignment.