Provider Solutions Specialist

HCA Healthcare • Lehigh Acres, FL

2d

About The Position

The Provider Solutions Specialist is an HCA IT&S role serving as a primary training and support resource for providers in healthcare settings. The position combines customer service, project management, sales, leadership, training, and technology skills to help providers adopt and effectively use HCA technologies throughout the healthcare continuum. The specialist works with providers and provider office personnel, Medical Staff Office, Provider Relations, Clinical Services, facility leaders, and other partners. The role requires understanding health IT, digital access points, and common clinical workflows, while fostering collaborative relationships across business units to improve the provider experience.

The specialist supports implementation and change management for provider-facing systems and technologies, provides direct support and coordinates issue resolution, helps manage appropriate system access and security, and builds partnerships that advance provider-related technology solutions. The role also plans and delivers training for providers, hospital business partners, and physician office staff; creates and customizes educational materials; and provides presentations, demonstrations, and application training. The specialist is expected to provide responsive customer service, follow up after issue resolution, solicit feedback, and make and keep realistic commitments to customers.

The position requires living in the Fort Myers, Florida market. Occasional or intermittent travel is required. College graduation, advanced course studies, or related experience is preferred, as is three years of experience in a healthcare-related field.

Requirements

• Must currently live in the Fort Myers, Florida market.
• Three years of previous experience in a healthcare-related field preferred.
• College graduate, advanced course studies, or related experience preferred.
• Ability to organize and prioritize tasks while maintaining attention to detail.
• Willingness to update job skills in a changing environment and flexibility to manage unanticipated changes.
• Adaptability to changes in healthcare and physician support environments.
• Well-developed leadership skills; professional attitude and appearance; self-motivation and goal orientation.
• Ability to communicate effectively, verbally and in writing, with clinical and information technology personnel.
• Demonstrated customer-facing teaching abilities.
• Experience providing high-level service and a customer-service orientation and/or training.
• Ability to establish strong relationships with facility leadership, physicians, and end users, and to work well with other employees.
• Ability to handle multiple duties simultaneously and demonstrate initiative.
• Broad understanding of workflows and how systems are used in physician practices.
• Prior experience supporting clinical applications with physicians; expertise in clinical information systems; advanced computer skills.
• Occasional or intermittent travel is required.

Nice To Haves

• College graduation, advanced course studies, or related experience.
• Three years of previous experience in a healthcare-related field.

Responsibilities

• Assist with implementation and support of systems and technologies deployed to physicians and physician offices.
• Participate in projects affecting physicians; install and support IT&S software according to HCA and Division IT&S standards and guidelines.
• Recommend process changes and help develop and deploy best practices for implementing, maintaining, and supporting provider-facing technologies.
• Assist with testing physician-related systems for facility-specific requirements.
• Proactively round at facilities and physician practices to identify and address support needs.
• Provide technology support to facility-based and referring physicians.
• Coordinate physician and physician-office service requests and incident resolution through the Division Service Desk, and review problem-tracking databases.
• Document interactions with physicians and their teams, analyze and provide hands-on support for moderate to complex inquiries, and coordinate with the appropriate technical group or vendor.
• Monitor and communicate trends and issues that may affect administration and physician relationships; respond to and resolve provider issues reported in GrowthLink, as applicable.
• Provide on-call support as needed and serve as a subject-matter expert for provider support to the Service Desk Community.
• Collect, validate, and route documentation for system access, confidentiality, information protection, and security compliance.
• Help ensure providers and staff have appropriate patient-data access, promote system security and patient confidentiality, and conduct or assist with access reviews and audits as directed.
• Track and enhance provider use of HCA technologies through at-the-elbow support and one-on-one training.
• Contribute to division and facility strategic planning related to physician product lines and advocate for physicians and physician-office staff.
• Explain provider-facing technology solutions to the Provider Relations team and serve as a liaison for new provider-related applications.
• Work with Provider Relations and Medical Staff teams to ensure physician data and physician group listings in HCA systems are accurate.
• Plan, develop, track, and deliver training for providers, hospital business partners, and physician-office staff on new and existing applications and workflows.
• Develop, maintain, and customize educational materials for HCA IT&S solutions and application enhancements to meet facility- or physician-specific needs.
• Prepare and deliver presentations, demonstrations, train-the-trainer sessions, and special training courses.
• Adapt training methods and use available technology to meet audience and customer needs; execute testing-procedure training plans, conduct pilot training, and provide feedback to project leads.
• Learn application functionality and train others to install and manage applications on their own devices.
• Partner with facility and division colleagues to support a successful physician experience and improve customer-service interactions.
• Communicate effectively and professionally with customers, follow up after issue resolution, seek customer feedback, and make and keep realistic commitments.

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: Mid Level
• Education Level: No Education Listed