Provider Solutions Specialist II

Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a Provider Solutions Specialist II with Parkridge Medical Center you can be a part of an organization that is devoted to giving back!

Job Summary and Qualifications

The Provider Solutions Specialist II (PSS II) applies advanced knowledge to problem resolution for physician-facing technologies. They serve as an escalation point for PSS level roles and physician facing technologies, assisting with resolution of issues requiring deeper knowledge, skills, or vendor/developer assistance. The role also serves as a key contributor regarding process improvements, best practices, and enhancing the physician experience. They are skilled in training others including internal teammates and other enterprise colleagues. They actively participate in assigned projects and actionable results. The role may assist in team education of regulatory and governmental compliance as needed.

The PSS II works with an ecosystem of healthcare professionals including providers, practice staff, hospital personnel, and internal team members to actively engage in workflow analysis, testing, training, implementation, support, and optimization technologies. They maintain collaborative relationships and engage across business units to enhance the provider experience. This role is responsible for understanding the dynamic landscape of Health IT, various digital access points, and clinical workflows.

SUPPORT:

Implementation/Change Management:

• May lead and facilitate 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.

• Plans, organizes, and independently conducts optimization efforts and actively supports and promotes system standardization, utilization, and best practices. Provides critical thinking skills in analyzing and supporting optimizations with minimal guidance.

• Executes implementation approaches, including risk and issue identification, mitigation, and resolution. Provides critical thinking skills in analyzing and supporting implementations with minimal guidance.

• Contributes as a subject matter expert for installation and support of software per HCA and Division ITG standards and guidelines, focusing on physician community products.

• Collaborates on and recommends process changes that improve the implementation, maintenance, and support of providerfacing equipment and technologies.

• Leads and monitors progress in testing physician-related systems for location-specific requirements.

• May work with or participate with integrated support teams to address software functionality, content, and defect resolution updates.

• Participates with peers 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 and addressed. Documents interactions with providers to confirm needs are met, reporting issues to other teams as needed.

• Provides direct support of physician-facing technologies and solutions.

• Coordinates physician and physician office service requests and incident resolutions through the Service Desk. Reviews problem tracking databases.

• Conducts problem analysis, timely and accurate resolution, and root cause analysis for intermediate issues and requests.

• Analyzes and provides hands-on support for moderate to complex inquiries. Identifies and facilitates discussions with appropriate technical groups or vendors to resolve the problem and coordinates as needed.

• Monitors and communicates trends and issues that may affect administration/physician relationships.

• Escalates and works with enterprise subject matter experts and support team resources to manage resolution of issues and requests associated with physician-facing technologies and solutions.

• Provides timely response and resolution to provider issues identified and reported in as applicable. • Provides on-call support as needed.

• Serves as a subject-matter expert to the Service Desk for physician-facing technologies and solutions.

Access : Possesses an understanding of system access and information protection standards and processes to offer guidance and instruction to providers and practice personnel regarding physician-facing technologies and solutions.

• Collects and routes non-standard access requests or issues to governing teams for consideration. Provides timely feedback and outcomes. Assures providers and staff have access to appropriate patient data.

• Promotes system security, information protection, and patient confidentiality and helps ensure compliance. •

• Researches new security requests, applications, and issues to ensure compliance.

• Enhances provider utilization of HCA technologies, by offering at the elbow support, one-on-one training, and support. Identifies and escalates recorded and other non-human training needs appropriately.

• As directed, conducts or assists with access reviews and audits.

Partnerships:

• Collaboratively works across the healthcare setting to promote and advocate tools, patient experience efforts, clinical quality initiatives, certification and regulatory requirements.

• Collects and provides feedback to integrated teams on provider and office staff needs for physician-facing technologies.

• Contributes to division, market, and facility strategic planning with regard to physician product lines.

• Acts as an advocate for physicians and physician office staff needs.

• Provides an overview of provider-facing technology solutions to Provider Relations team.

• Serves as an advanced knowledge resource for all new provider-related applications.

TRAINING:

• Responsible for leading, planning, coordinating, developing, tracking and delivery of training for providers, business partners, and physician office staff on new and current applications and workflows in a multitude of settings utilizing existing technology.

• Collaborates with colleagues to design, develop, and implement education and training materials for physician-facing technologies and solutions.

• Develop, maintain, and customize education and training material for new solutions and application enhancements to reflect provider, office staff, and business needs.

• Prepare and deliver presentations, demonstrations, train-the-trainer, and special training courses as needed.

• Coordinates and executes training plans, conducts pilot trainings, and provides feedback to project leads to better serve our business partners.

• Coordinates, plans, and executes training and onboarding of new team members in physician facing technologies or other systems.

CUSTOMER SERVICE:

• Partners with leadership and colleagues at all levels to successfully foster premier customer service interactions for physicians and staff.

• Effectively communicates with customers, maintaining professional executive presence in virtual and in-person environments.

• Completes the customer service cycle ensuring full resolution and post issue follow-up.

• Seeks feedback though customer interaction to identify areas of improvement.

OTHER:

Participates in special projects as needed and performs other duties as assigned.

What qualifications you will need:

• Bachelor's Degree preferred

• Three or more years of relevant experience

• Healthcare field experience preferred

KNOWLEDGE, SKILLS & ABILITIES:

Organizational:

• Ability to organize/prioritize tasks and maintain attention to detail

• Flexibility to manage unanticipated changes and provide a positive voice during periods of change

• Adaptable to changing environment of physician support in the healthcare industry

Leadership:

• Possesses highly-developed leadership skills

• Professional attitude and appearance

• Self-motivated and goal oriented

• Works independently with general supervision

• Acts as a resource for colleagues with less experience

• Acts as a leader within the work group. Functions with advanced knowledge of assigned applications.

Communication:

• Demonstrated ability to lead group discussions with clinical and information technology personnel verbally and in writing

• Delivers information in a clear, concise, and compelling manner to effectively engage others and achieve desired results

• Excellent customer-facing teaching abilities

• Exchanges information across departments, working inside peer groups and facilitates communications with minimal supervisor guidance.

• Develops relationships across multiple business areas with minimal guidance.

• Escalates questions as appropriate.

Customer Service:

• Demonstrated customer service excellence

• Broad experience in providing high-level service to providers, clinicians, & administration

• Lead discussions around providing quality customer service, orientation and/or training Rev Date 09.2022

Relationship Building:

• Demonstrated ability to establish and build strong relationships among facility leadership, physicians, and end-users.

• Ability to work well with others and lead focused discussions that facilitate/promote growth between business partners.

• Demonstrated contributions to positive, collaborative team culture

Problem Solving:

• Analyze and handle multiple duties simultaneously and exhibit initiative

• Mature, broad understanding of workflow and how systems are used in facilities and physician practices

• Work assignments are more varied and more complex; accountable for all assigned projects

• Knows and applies the fundamental concepts and principles gained through experience to solve a range of advanced/complex problems, taking a new perspective using existing solutions

Clinical/Technical:

• Extensive experience using applications and/or information systems; and supporting providers and office staff.

• Understands pertinent regulatory guidelines and government programs

• Demonstrated advanced computer skills

Benefits

Parkridge Medical Center, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services

• Wellbeing support, including free counseling and referral services

• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence

• Savings and retirement resources , including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling

• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing

• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

Note: Eligibility for benefits may vary by location.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

Be a part of an organization that invests in you! We are reviewing applications for our Provider Solutions Specialist II opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.