Systems Liaison, Jewish Hospital, 1st Shift

UofL Health•Louisville, KY

11d•Onsite

About The Position

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. Job Description: Position Summary and Purpose 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. Essential Functions: • 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 Other Functions: • 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 Additional Job Description: Job Requirements (Education, Experience, Licensure and Certification) Education: • Associates Degree in a related field(required) May substitute an equivalent combination of education and experience 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) • Healthcare experience (preferred) Licensure: • N/A Certification: • N/A Job Competency: Knowledge, Skills, and Abilities critical to this role: • 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 Language Ability: • Must be able to communicate effectively in both verbal and written formats regarding scope of responsibilities Reasoning Ability: • 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 Computer Skills: • Strong working knowledge of systems and application support & ITIL environments • Must have the capacity to learn other relevant systems and databases, as needed Additional Responsibilities: • 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 UofL Health Core Expectation: At UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by: • Honoring and caring for the dignity of all persons in mind, body, and spirit • Ensuring the highest quality of care for those we serve • Working together as a team to achieve our goals • Improving continuously by listening, and asking for and responding to feedback • Seeking new and better ways to meet the needs of those we serve • Using our resources wisely • Understanding how each of our roles contributes to the success of UofL Health UofL Health is a fully integrated regional academic health system with nine hospitals, four medical centers, Brown Cancer Center, Eye Institute, nearly 200 physician practice locations and more than 1,000 providers in Louisville and the surrounding counties, including southern Indiana. Additional access to UofL Health is provided through a partnership with Carroll County Memorial Hospital. With more than 14,000 team members – physicians, surgeons, nurses, pharmacists and other highly-skilled health care professionals, UofL Health is focused on one mission: to transform the health of communities we serve through compassionate, innovative, patient-centered care. Please login into Workday and search for Job Hub.

Requirements

Associates Degree in a related field(required) May substitute an 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