EMR Adoption Specialist (Local / Clarksville)

KEY RESPONSIBILITIES: - Provides high quality support for the Business Office staff within physician practices and hospitals. - Cultivate a collaborative and effective environment through positive and productive relationships with customers. - Partner with the Senior Customer Relationship Manager to plan, prepare and conduct user group focus meetings, which include but are not limited to issue discussion, lessons learned, communication and upgrade planning. - Escalates issues to the Senior Customer Relationship Manager as they arise. - Provides ongoing support to clients during the post go-live phase by managing change requests and resolving issues. Regularly visits each assigned site to assist with onboarding new physicians and/or staff, observe software usage, offer recommendations (tips and tricks), and assist in optimizing workflows and roles without requiring system modifications. - Responsible for delivering all information on down times, upgrades, build freezes, or other Epic-related updates to assigned areas. - Participate in go-live activities which include being on site with the client and troubleshooting issues, answering questions, providing training, etc. for new implementations. - Supports the Super User program, operational readiness activities, log-in labs, etc. for new implementations. - Collaborate with the implementation teams to guarantee a seamless handover to the post-go live support team, ensuring comprehensive knowledge of project decisions, content, issues, and any pending optimization requests. - Tracks time spent on each customer and record effort in appropriate tools for resource management. - Uses appropriate tools for documentation, communication, and collaboration as defined by VUMC policies and procedures. - Participate in an on-call rotation for incident and issue management. Basic Qualifications - Bachelor's degree in related field - Two years of healthcare experience - Valid drivers license Education - Bachelors preferred or equivalent/relevant experience Preferred Qualifications - Any certifications relating to healthcare software applications, technology infrastructure and or clinical specializations are an advantage. - Knowledge of Health System business processes and EHR solution. - Experience with EHR implementation, user readiness activities, and end user support. Knowledge, Skills and Abilities - Proven ability to work independently in a team environment. - Effective communication (written and oral) and interpersonal skills - Demonstrated organizational, multi-tasking, and time-management skills. - Strong negotiation, consultative skills, and relationship building ability. - Demonstrated ability to prioritize multiple objectives in a rapidly changing environment. - Able to communicate customer issues in both oral and written form in terms clearly understood by technical and non-technical audiences. - Ability to anticipate problems and visualize solutions on a proactive basis. - Excellent interpersonal communication, group process development, meeting facilitation, conflict resolution - Flexible in methodology, reliable, self-starter, results oriented yet sensitive to people. TECHNICAL CAPABILITIES Product Knowledge (Novice): Understands the product in relation to other company products. Has general knowledge of the competition for the product in the marketplace. Understands the product life cycle from development through sales and customer support. Can describe product features and benefits using key product terminology. Problem Management (Novice): Possesses sufficient fundamental proficiency to successfully demonstrate knowledge of Incident Tracking and Problem Reporting in practical applications of moderate difficulty. Writes problem reports that contain all of the necessary information for clear, non-antagonistic communication to those responsible for fixi g problems. Can effectively explain how to reproduce and analyze errors, as well as identify the type of error including coding, design issue and hardware. Makes simple suggestions for correction. Configuration Management Concepts (Novice): Demonstrates the ability to apply changes or develop new functions related to this topic. Has an in-depth understanding of the design of the system. Has worked closely with knowledgeable users and customers in meeting their business needs. Critically evaluates the customer implications of technological changes. Able to interpret business data as it applies to this topic. Configuration Planning (Novice): Demonstrates ability to realistically anticipate resource needs, identify discrete tasks, set priorities, define dependencies, schedule activities, meet deadlines, and organize work for basic plans. Appropriately matches equipment to task demands. Demonstrates ability to break down work into manageable and measurable units. Accepts changes to plans with minimal disruption and loss of productivity. Follows up to assure problems and issues are resolved, and monitors plan progress effectively. About the Department: Health I