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Texas Health Resources · 1 day ago

Customer Engagement Specialist III

Arlington, TX

Full-time

Onsite

Senior Level

5+ years exp

Texas Health Resources is a healthcare organization dedicated to providing high-quality patient care. The Customer Engagement Specialist III role involves training and supporting healthcare professionals in using the CareConnect electronic health record system, as well as optimizing its use to improve efficiency and safety.

Health CareMedical

Responsibilities

Provide instructor led training to newly credentialed physicians, anesthesiologists, and allied health professionals. Provide at the elbow training to all CareConnect (Epic) users by providing answers to questions during rounding or in response to specific requests. Provide topical training to fill in knowledge gaps. Facilitate understanding of both clinical and technical aspects of CareConnect. Reviews ongoing CareConnect changes with customers and discusses impacts to their workflows during rounding, meetings, small group or one on one interactions. Educate end users on impact of new version release upgrades and interim updates. Develop supplemental training tools for customers such as tip sheets, pocket guides, PowerPoint presentations, email communications, and flyers

Provide optimization of CareConnect by observing customer usage through rounding or other methodologies and works with individuals or small groups to promote best practice usage of CareConnect to obtain higher levels of access, quality, efficiency and safety. Follow up initial training with individual optimization, setting up system lists, reports, order set favorites and defaults, note documentation, and order preferences per provider specialty. Work with special interest groups or specified departments to coordinate clinical and technical workflows

Provide support by understanding and articulating CareConnect modules, activities, and workflows to end users. Troubleshooting problems or questions from end users to provide education and solutions. Adheres to THR and ITS policies, procedures, and standards. Offers fresh insights to help others overcome mental blocks and think creatively. Challenge others to think through implications, generate possibilities, and develop solutions. Consider the ideas, needs and suggestions of team members. Provide after hours on call support to inpatient providers. Provide system-wide project go-live floor support to meet ITS objectives. Manage request and incident tickets consistent with established ITIL processes working with second level of support and or ancillary teams as needed

Promote CareConnect changes and workflows to increase awareness and gain customer acceptance and adoption by attending department, specialty, administrative, or special interest entity-based meetings. Contribute to the dissemination of roll out information for various IT applications and services that benefit the customer. Recruit and promote customer attendance and participation at forums and optimization sessions

Provide leadership to peer group by representing Entity Support Services and CET at entity and system wide meetings and work groups. Prioritize work appropriately, carrying out assignments with the appropriate level of direction and complete tasks within deadlines while mentoring/assisting others. Provide mentoring to peer group on application knowledge, best practices, and customer relations. Provide enhanced CareConnect support by building Physician Group System Lists and Gare Gate Link Physician Groups and staff security

Qualification

Epic CertificationElectronic Health RecordHealthcare ExperienceTraining SkillsCustomer Relations

Required

H.S. Diploma or Equivalent (Required)

Associate's Degree In Computer Science, Information Technology, Business, Healthcare, or relevant field. Nursing degree preferred. 2 Years Relevant IS/healthcare related experience in lieu of a degree. (Required)

7 Years Relevant IS/healthcare related experience required with no degree. (Required)

5 Years Relevant IS/healthcare related experience required with an Associate's degree. (Required)

3 Years Relevant IS/healthcare related experience required with a Bachelor's degree. (Required)

2 Years Experience using and/or supporting an electronic health record (EPIC). (Required)