Systems Liaison, Jewish Hospital

UofL Health•Louisville, KY

1d•Onsite

About The Position

The Systems Liaison acts as first point of contact for providers and staff for application implementations, upgrades and support. Assists with testing systems and applications before implementation into production. Troubleshoots and reports system and application issues for providers and staff communicating back with resolutions. Educates providers and staff on system functionality and capability through at- the-elbow support. Maintains accurate and timely reporting on all interactions. About UofL Health: UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center. With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day.

Requirements

Associates Degree in a related field (required) or equivalent combination of education and experience
Two (2) or more years of experience with computer information systems, providing support to users or equivalent experience as a business analyst or super user (required)
Knowledge of systems and application support
Knowledge of (Information Technology Infrastructure Library) ITIL environments
Must be dependable, professional and a team player; – able to work with others, serve others, help others, lead others, mentor others, take directions from others in the interest of moving process and programs forward to desired outcome
Energetic, motivated individual with the ability to connect well with others; responsive, informs constituents of process, pleasant to work with, educates and provides timely and accurate information; able to not take issues personally, see the big picture in emotionally charged situations, and respond in a mature, professional, and composed manner
Strong time management and organizational skills - anticipates and plans for problems before they arise, manages time effectively and keeps tasks appropriately prioritized; able to perform work in a neat, efficient and well-coordinated, well-communicated manner with a high degree of accuracy and professionalism
Must be able to communicate effectively in both verbal and written formats regarding scope of responsibilities
Must have strong troubleshooting skills and ability to work in a changing environment with time constraints
Ability to multi-task and be flexible with job demands
Strong working knowledge of systems and application support & ITIL environments
Must have the capacity to learn other relevant systems and databases, as needed

Nice To Haves

Healthcare experience (preferred)

Responsibilities

Anticipates, understands and responds to provider needs as well as documenting all support interactions in CRM application
Works with providers and staff on adoption and optimization of applications
Provides Level 1 and 2 provider and staff support for day-to-day production issues, maintaining documentation in the appropriate tracking systems while adhering to prescribed escalation & change control procedures; escalates issues as necessary to the Service Desk and/or Supervisor
Communicates issues and concerns in a clear, concise and timely manner to appropriate parties
Develops and maintains professional relationships
Evaluates IT application updates and revisions, cascading information to providers and staff
Assists with performing application changes as trained and applicable
Promotes use of information technology with providers and staff
Provides communication between providers and IT
Provides one-on-one training and ongoing system optimization training
Proactively ensures provider devices (hardware) and applications are functioning properly
Maintains responsibility for weekly status reports
Opens and manages tickets on behalf of the providers
Supports standardization of documentation and the integration of applicable standards and practices
Maintains responsibility for identifying and communicating training material needs
Collaborates with other ITS support staff to enhance provider satisfaction and facilitates adoption of IT systems
Works as provider advocate with IT and site leadership
Maintains compliance with all company policies, procedures and standards of conduct
Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
Performs other duties as assigned
Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
Maintains confidentiality and protects sensitive data at all times
Adheres to organizational and department specific safety standards and guidelines
Works collaboratively and supports efforts of team members
Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community