Provider Solutions Specialist

HCA Healthcare • Asheville, NC

2d

About The Position

The Provider Solutions Specialist is an integral role within HCA IT&S and serves as a primary training and support resource for providers in healthcare settings. Combining customer service, project management, sales, leadership, training, and technology skills, the specialist supports providers throughout the technology adoption continuum—from introduction through ongoing use and increased utilization. The role works closely with providers and provider office personnel, Medical Staff Office, Provider Relations, Clinical Services, facility leaders, and other healthcare professionals. The specialist helps ensure providers and staff can access and effectively use healthcare technologies, responds to support needs, and coordinates their resolution. The role also maintains collaborative relationships across business units to improve the provider experience and communicates technology solutions and enablers. It requires understanding health IT, digital access points, and common clinical workflows.

The role supports implementation and change management for systems and technologies used by physicians and physician offices, participates in physician-impacting projects, installs and supports IT&S software according to HCA and Division standards, contributes to testing and best practices, and recommends process improvements. It provides proactive, hands-on support to facility-based and referring physicians; coordinates service requests and incidents through the Division Service Desk; documents interactions; investigates issues and coordinates resolution with technical teams or vendors; monitors trends; and provides on-call support as needed. The specialist also supports system access, security, confidentiality, and provider utilization through access reviews, audits, at-the-elbow assistance, and one-on-one training.

The specialist contributes to strategic planning for physician product lines, advocates for physicians and office staff, presents technology solutions to Provider Relations, acts as a liaison for new provider-related applications, and works with Provider Relations and Medical Staff teams to maintain accurate physician information in HCA systems. Training duties include planning, developing, tracking, and delivering instruction for providers, business partners, and office staff; customizing educational materials; presenting demonstrations and courses; supporting pilot training and testing plans; and teaching users to install and manage applications on their devices. The role partners with facility and division colleagues to promote a positive physician experience, follows up after issue resolution, seeks customer feedback, and makes realistic commitments.

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

Requirements

• Must live in the Asheville, North Carolina market at the time of application.
• 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 and flexibility to adapt to changes in the environment and healthcare industry.
• Well-developed leadership skills, a professional attitude and appearance, and self-motivation and goal orientation.
• Ability to communicate effectively, verbally and in writing, with clinical and information technology personnel.
• Demonstrated customer-facing teaching ability and experience providing high-level customer service; customer-service orientation or training.
• Ability to establish strong relationships with facility leadership, physicians, and end users, and work well with other employees.
• Ability to handle multiple duties, show initiative, and understand workflows and system use in physician practices.
• Prior experience supporting clinical applications with physicians, expertise using clinical information systems, and advanced computer skills.
• Occasional or intermittent travel 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 that affect physicians; install and support IT&S software according to HCA and Division IT&S standards and guidelines.
• Recommend process changes and help develop best practices for implementing, maintaining, and supporting provider-facing equipment and technologies.
• Assist with testing physician-related systems for facility-specific requirements.
• Proactively round in 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 teams, analyze and provide hands-on support for moderate to complex inquiries, and coordinate resolution with appropriate technical groups or vendors.
• Monitor and communicate trends and issues that may affect administration and physician relationships; respond to provider issues reported in GrowthLink, as applicable.
• Provide on-call support as needed and serve as a provider-support subject-matter expert for 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 security and confidentiality, and assist with access reviews and audits as directed.
• Track, monitor, and improve provider use of HCA technologies through at-the-elbow support and one-on-one training.
• Contribute to division and facility strategic planning for physician product lines and advocate for physicians and physician office staff.
• Present provider-facing technology solutions to Provider Relations and serve as liaison for new provider-related applications.
• Work with Provider Relations and Medical Staff teams to maintain accurate physician data and group listings in HCA systems.
• Plan, develop, track, and deliver training for providers, hospital business partners, and physician office staff on applications and workflows.
• Develop, maintain, and customize educational materials for HCA IT&S solutions and application enhancements.
• Prepare and deliver presentations, demonstrations, train-the-trainer sessions, and special training courses; adapt training to different settings and audiences.
• Execute testing-procedure training plans, conduct pilot trainings, and provide feedback to project leads.
• Learn application functionality and train users 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 with customers, follow up after issue resolution, seek feedback, and make realistic commitments that are kept.

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 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
• Education Level: No Education Listed