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The Villages Health · 2 months ago

Business Applications Support Specialist II

The Villages, FL

Full-time

Onsite

Mid Level

3+ years exp

The Villages Health is a patient-centered primary care driven medical group, dedicated to empowering communities through health. The Business Applications Support Specialist II will assist in the development and implementation of information systems for clinical and business operations, acting as a liaison between users and the Applications team.

Elder CareHealth CareMedicalOnline PortalsPrimary and Urgent Care

Culture & Values

Responsibilities

Provide guidance and support to existing office personnel with using TVH Clinical & Business applications

Work closely with clinicians, supervisors, office support/clerical and management-level employees as needed, developing and maintaining rapport in order to facilitate support and identify potential disparities in entry of data, workflow or reporting as it relates to the clinical and business applications

Provides on-call support and backup support for other team members based on assigned area of responsibility in a timely and effective manner by maintaining a Villages Health approved device that enables quick accessibility and support

Perform administrative functions within the clinical information system, including but not limited to: Patient account creation, deletion, and alternations such as name change due to marriage or divorce; dictionary maintenance; creation and maintenance of forms and reports; and user maintenance

Perform project coordination duties as assigned for applications and software implementations

Assist IT Director, Clinical Application Specialist Supervisor, and Business Application Specialist Supervisor with ad hoc tasks related to system upgrades

Liaison with Information Technology Solutions Group (TSG) on helpdesk tickets relating to clinical information systems and/or hardware in The Villages Health office locations

Provide troubleshooting, problem solving and technical support via phone, web and/or in person for efficient and effective problem resolution for end users

Work collaboratively with the support staff at Technology Solutions Group (TSG) and/or other clinical/operations system to resolve issues related to the software functionality

Track progress on various aspects of projects, including when multiple projects are underway simultaneously

Develop detailed workflows for new programs

Work in partnership with the Business, Clinical, Training, Resource and Quality Improvement Departments and supervisory staff to develop/adapt policies and procedures to accompany application workflows

Deliver trainings as needed

Participate in relevant meetings as scheduled, including meetings with internal and external pilot/project stakeholders

Coordinate and manage regular communications with external partners relevant to pilot/project

Complete detailed weekly/ monthly reports highlighting pilot/project activities and performance metrics

Collaborate with TVH Business units in conducting post implementation contact monitoring for quality improvement as needed

Recommend program design modifications as needed to ensure program supports innovations at TVH

Working with customers to understand their requirements with Business products and services

Ensure an exceptional experience by understanding their business objectives

Project management with the delivery of applications and software into onboarding production

Deliver presentations and onboarding content to enable successful product implementation

Configure internal tools to perform product set-up

Ensure that all communications and documents are impactful

Coordinate with customer success to ensure products are received in a timely fashion

Stay engaged with community and product teams to understand roadmap and implications for customers

Creatively resolve implementation issues and customer problems using existing platform functionality

Build rapport and trust with customers to ensure an exceptional onboarding experience

Serve as a trusted advisor by advocating for client needs and product requests to TVH’s internal support, product, engineering, and sales teams

Provide support and mentorship by demonstrating knowledge of products, services, and best practices

Motivate customers to complete implementation successfully by ensuring they are tracking against optimal timelines

Focus on the big picture and contribute meaningful feedback and suggestion to customer success team

Ensure a smooth hand off to customers after a successful implementation

Other duties as assigned

Qualification

Healthcare IT ImplementationClinical OperationsProject ManagementAthenaMicrosoft ExcelTechnical SupportSoftware experienceLeadership skillsProblem-solving skillsExceptional communication skills

Required

Leadership skills, initiative, organization, and self-direction

Strong Business background with the ability to map business processes, gather and analyze data, effectively present ideas and views to business audiences

Ability to work well with people at all levels of the organization

Minimum of two years medical group or hospital clinical nursing experience

3+ years of experience analyzing and understanding technical offerings and products

Be familiarized with APIs and be able to make the best recommendation per customer

Strong technical expertise with comfort in triaging customer concerns and providing solutions

Strong problem-solving skills

Exceptional communication skills with the ability to relay technical information to non-technical audiences

Strong software and/or SaaS experience required

Travel to various office locations. Must have valid driver's license with record acceptable to company standards

Preferred

Healthcare Operations

Healthcare IT Operations

Healthcare IT Implementation Experience

Clinical Operations

Athena

Project Management Experience

Bachelor's degree (in a clinical field such as nursing) from college or certification from a technical school; or two to four years related experience and/or training; or equivalent combination of education and experience

Microsoft Excel, Word, PowerPoint, Outlook