Introduction
Do you want to join an organization that invests in you as a Senior Provider Solutions Specialist? At HCA HealthOne, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.
Job Summary and Qualifications:
The Senior Provider Solutions Specialist serves as a lead and subject matter expert for Provider Solution Specialists in the 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 a zone lead that will coordinate training and support resources 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.
Supervisor (Varies by Division):
- Director, Physician Support
- Manager, Physician Support
- Director, Application Services
Supervises: None
Duties Include, and are not limited to:
- SUPPORT:
- Implementation/Change Management:
- Leads and facilitates in implementation and support of systems and technologies deployed to physicians and physician offices.
- Provides Training and first level support for dictation and voice recognition technologies.
- Leads as a subject matter expert for 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.
- Collaborates and leads discussions that promote process changes that improve the implementation, maintenance, and support of provider-facing equipment and technologies.
- Leads and monitors progress in testing physician-related systems for facility-specific requirements.
- Leads discussions and makes group recommendations to develop and deploy best practices for physician support.
- Support Requests:
- Proactively leads and rounds in the facility and physician practices to ensure physician support needs are identified.
- 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 and has the ability to track and analyze metrics.
- Documents interactions with physician and physician team to confirm needs are met and report issues to other teams.
- Analyzes and provides hands-on support for moderate to complex inquiries. Identifies and facilitates discussions with 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 lead or subject-matter expert for provider support to the Service Desk Community.
- Access:
- 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.
- Leads or facilitates access review audits.
- Tracks, monitors, and enhances provider utilization of HCA technologies, by offering at the elbow support and one-on-one training.
- Partnerships:
- Contributes to division and facility strategic planning with regard to physician product lines.
- Acts as an advocate to Provider Support Specialists for physicians and physician office staff needs.
- Provides an overview of provider-facing technology solutions to Provider Relations team.
- Serves as a subject matter expert for all new provider-related applications.
- Leads discussions with Provider Relations and Medical Staff Teams to ensure the accuracy of physician data and physician group listings in HCA systems.
- TRAINING:
- Responsible for leading, planning, coordinating, 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 coordinate and execute group 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.
- CUSTOMER SERVICE:
- 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.
- Follow up, post issue resolution, to complete customer service cycle.
- Seeks feedback through customer interaction to identify areas of improvement.
- KNOWLEDGE, SKILLS, AND ABILITIES:
- Organizational skills, leadership skills, communication skills, customer service skills, relationship building skills, problem-solving skills, clinical/technical knowledge, and healthcare inspiration.
Education:
College graduate or advanced course studies or related experience with 3-5 years previous experience in healthcare related field preferred.
If you find this opportunity compelling, we encourage you to apply for our Sr Provider Solutions Specialist opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team. We are interviewing apply today!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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