IS CLINICAL SUPPORT NAVIGATOR

Education Requirements

• Requires High School diploma.
• Bachelor’s degree in Information Technology, Health Information or related field preferred.

Experience

• A minimum of 5 years of experience in Information Technology or equivalent experience in job related field.
• Experience in Healthcare IT preferred.

Required Skills

• Provides first call support and triage to Physicians, APPs and VIPs.
• Uses structured questioning and empathetic listening skills to provide first call resolution of simple issues or capture information to reproduce the issue, determine the cause, communicate with other IS teams and track the issue through to resolution.
• Uses ITIL principles and best practices in collaboration with other Information Services personnel to fulfill business needs and improve customer satisfaction.
• Rounds with Physicians and APPs and reports and tracks issues found during rounding in a systematic manner.
• Collaborates with Physicians and Information Services teams to determine more efficient ways to complete work.
• Fulfills the role of a Level 1 Educator, assisting Clinical Informatics in creating educational content for Cerner E-coach, onboarding physicians and APPs, and using build checklists to ensure initial setup is correct and complete.
• Examines work logged issues and tickets to bring attention of recurring issues to IS Leadership to drive improvement strategies.

Physical Demands

• Work is a mix of sedentary and ambulatory; duties include rounding with providers as well as receiving calls.
• Reaches, handles, lifts and may occasionally carry material which seldom exceeds 20 lbs in weight.
• Works in a clean, well-lit, heated, and ventilated office environment.
• May need to attend occasional meetings.
• May be required to work prolonged or irregular hours during an enhancement or upgrade.

Position Summary

The IS Clinical Support Navigator serves as the primary point of contact for physicians and executive stakeholders requiring assistance with health information technology systems and workflows. This role provides first-call support, triages issues, and ensures timely resolution by coordinating with appropriate IT teams while maintaining clear communication with physicians and VIPs. The IS Clinical Support Navigator proactively rounds with physicians to observe clinical workflows, identify inefficiencies, and provide real-time coaching or training when opportunities for improvement are identified. By leveraging system usage data and recurring support trends, the role helps drive workflow optimization and system improvements that enhance physician efficiency and patient care. In addition, the position supports onboarding and education for new staff and ensures correct system configuration and foundational training. The role collaborates closely with informatics, analysts and operational teams to resolve issues, improve workflows, and maintain a high standard of service for physician technology support.

Performance Standards

• Maintains a professional image.
• Makes a conscientious effort to help maintain a clean, safe and secure environment.
• Assumes responsibility for institutional requirements.
• Strives to work well as a team member.
• Strives to work well as a team member.

Organization Wide

• Maintains a professional image.
• Makes a conscientious effort to help maintain a clean, safe and secure environment.
• Assumes responsibility for institutional requirements.
• Strives to work well as a team member.
• Strives to work well as a team member.

Customer Service

• Interpersonal skills.
• Demonstrates pride in the organization.
• Strives to work well as a team member.

Information Services Core

• Demonstrates excellence in responsibility, dependability, and flexibility.
• Demonstrates excellent productivity.
• Demonstrates commitment to quality improvement.

Perc/Benefits (for eligible employees)

• Optimal opportunity for career growth within our growing organization.
• Medical / Dental Retirement Plan.
• PTO and paid life insurance.

What Sets Us Apart

• Archbold Medical Center is a four-hospital, four-nursing-home health system with 540 patient beds.
• We employ more than 2,500 people and boast an outstanding medical staff of nearly 200 qualified physician specialists.
• Our flagship hospital, Archbold Memorial Hospital, is a 264-bed hospital located in Thomasville, Georgia.
• Our system hospitals, also in Georgia, are Archbold Brooks Hospital in Quitman, Archbold Grady Hospital in Cairo, and Archbold Mitchell Hospital in Camilla.
• We are a diverse healthcare system that promotes teamwork, continuing education, and leadership, and we are committed to recruiting and retaining the best healthcare professionals to join our Archbold team.

What We Offer

• Work/Life Balance.
• Planning for the Future.
• Low-Cost Prescriptions.
• Health & Wellness Benefits.
• Planning for Life’s Unexpected Moments.
• Helping You to Advance Your Career.

Mission

To provide safe, innovative, and compassionate care for our communities.

Vision

A healthier region, stronger communities, meaningful work, and trusted care.