Provider Solution Specialist

HCA Healthcare • Texas City, TX

4d

About The Position

The Provider Solutions Specialist is an integral role for HCA IT&S. Using a balanced combination of customer service, project management, sales, leadership, training, and technology skills, this role serves as the primary training and support resource for providers in the healthcare setting.
The role requires working closely with providers, but also involves working with an ecosystem of healthcare professionals including provider office personnel, Medical Staff Office, Provider Relations, Clinical Services, facility leaders, and others.
Responsibilities include assisting providers throughout the healthcare continuum from the introduction to adoption and advancing utilization of HCA technologies.
Duties also include ensuring providers (and personnel) have training and instruction on how to access and effectively utilize healthcare technologies and responding to, triaging, and delivering seamless coordination for provider support needs.
The Provider Solutions Specialist will maintain collaborative relationships and engage across business units to enhance the provider experience with technologies and communicate key provider technology enablers. This role is responsible for understanding the dynamic landscape of Health IT, various digital access points, and common clinical workflows.

Requirements

• Organizational
• Leadership
• Communication
• Customer Service
• Relationship Building
• Problem Solving
• Clinical/Technical
• Healthcare Inspiration
• College graduate or advanced course studies or related experience
• Three years previous experience in healthcare related field preferred.
• Occasional/ Intermittent Travel Required

Responsibilities

• Assists in implementation and support of systems and technologies deployed to physicians and physician offices.
• Active participation in projects that affect physicians
• Installs and supports IT&S software per HCA and Division IT&S standards and guidelines, focusing on products HCA provides to support the physician community.
• Recommends process changes that improve the implementation, maintenance, and support of provider facing equipment and technologies.
• Assists in testing physician-related systems for facility-specific requirements.
• Works to develop and deploy best practices for physician support.
• Proactively rounds in the facility and physician practices to ensure physician support needs are identified and addressed
• Provides physician technology support to facility-based and referring physicians.
• Coordinates physician and physician office service requests and incident resolutions through the Division Service Desk. Reviews problem tracking databases.
• Documents interactions with physician and physician teams to confirm needs are met and report issues to other teams
• Analyzes and provides hands-on support for moderate to complex inquiries. Determines appropriate technical group or vendor to resolve the problem and coordinates as needed.
• Monitors and communicates trends and issues that may affect administration/physician relationships.
• Provides timely response and resolution to provider issues identified and reported in GrowthLink, as applicable.
• Provides on-call support as needed.
• Serves as a subject-matter expert for provider support to the Service Desk Community.
• Collects, validates, and appropriately routes documentation to support system access, confidentiality, information protection and security compliance.
• Assures providers and staff have access to appropriate patient data.
• Promotes system security and patient confidentiality and helps ensure compliance.
• As directed, conducts or assists with access reviews and audits.
• Tracks, monitors, and enhances provider utilization of HCA technologies, by offering at the elbow support and one-on-one training.
• Contributes to division and facility strategic planning with regard physician product lines.
• Acts as an advocate for physicians and physician office staff needs.
• Provides an overview of provider-facing technology solutions to Provider Relations team.
• Serves in liaison role for all new provider-related applications.
• Works with Provider Relations and Medical Staff Teams to ensure the accuracy or physician data and physician group listings in HCA systems.
• Responsible for planning, developing, tracking and delivery of training for providers, hospital business partners, and physician office staff on new and current applications and workflows.
• Develop, maintain and customize educational material for new HCA IT&S solutions and application enhancements to reflect facility or physician-specific needs.
• Prepare and deliver presentations, demonstrations, train-the-trainer, and special training courses as needed.
• Ability to train in a multitude of settings and leverage existing technology to meet the needs of the audience or customer base.
• Ability to execute testing procedure training plans, conduct pilot trainings, and provide feedback to project lead to better serve our HCA business partners.
• Ability to learn application functionality in order to effectively train others in how to install and manage the application on their own device.
• Partners with facility and division colleagues to enable a successful physician experience and foster improved customer service interactions
• Effectively communicates with customers, maintaining positive body language with confidence and patience.
• Follows up, post issue resolution, to complete customer service cycle
• Seeks feedback through customer interaction to identify areas of improvement
• Makes realistic commitments to customers and keeps promises

Benefits

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

What This Job Offers

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