Senior Provider Solutions Specialist

Job Summary

The Senior Provider Solutions Specialist serves as a lead and subject matter expert for Provider Solution Specialists in the integral role for HCA IT&S. Using a balanced combination of customer service, project management, sales, leadership, training, and technology skills, this role serves as a zone lead that will coordinate training and support resources for providers in the healthcare setting.

Responsibilities

• SUPPORT: Implementation/Change Management

  • a) Leads and facilitates in implementation and support of systems and technologies deployed to physicians and physician offices.
  • b) Provides Training and first level support for dictation and voice recognition technologies.
  • c) Leads as a subject matter expert for installs and supports IT&S software per HCA and Division IT&S standards and guidelines, focusing on products HCA provides to support the physician community.
  • d) Collaborates and leads discussions that promote process changes that improve the implementation, maintenance, and support of provider-facing equipment and technologies.
  • e) Leads and monitors progress in testing physician-related systems for facility-specific requirements.
  • f) Leads discussions and makes group recommendations to develop and deploy best practices for physician support.

• Support Requests:

  • a) Proactively leads and rounds in the facility and physician practices to ensure physician support needs are identified.
  • b) Provides physician technology support to facility-based and referring physicians.
  • c) Coordinates physician and physician office service requests and incident resolutions through the Division Service Desk.
  • d) Reviews problem tracking databases and has the ability to track and analyze metrics.
  • e) Documents interactions with physician and physician team to confirm needs are met and report issues to other teams.
  • f) Analyzes and provides hands-on support for moderate to complex inquiries.
  • g) Identifies and facilitates discussions with appropriate technical group or vendor to resolve the problem and coordinates as needed.
  • h) Monitors and communicates trends and issues that may affect administration/physician relationships.

• HCA-IT&S, Inc.

  • i) Provides timely response and resolution to provider issues identified and reported in GrowthLink, as applicable.
  • j) Provides on-call support as needed.
  • k) Serves as a lead or subject-matter expert for provider support to the Service Desk Community.

• Access:

  • a) Collects, validates, and appropriately routes documentation to support system access, confidentiality, information protection and security compliance.
  • b) Assures providers and staff have access to appropriate patient data.
  • c) Promotes system security and patient confidentiality and helps ensure compliance.
  • d) Leads or facilitates access review audits.
  • e) Tracks, monitors, and enhances provider utilization of HCA technologies, by offering at the elbow support and one-on-one training.

• Partnerships:

  • a) Contributes to division and facility strategic planning with regard to physician product lines.
  • b) Acts as an advocate to Provider Support Specialists for physicians and physician office staff needs.
  • c) Provides an overview of provider-facing technology solutions to Provider Relations team.
  • d) Serves as a subject matter expect for all new provider-related applications.
  • e) Leads discussions with Provider Relations and Medical Staff Teams to ensure the accuracy or physician data and physician group listings in HCA systems.

• Training:

  • Responsible for leading, planning, coordinating, developing, tracking and delivery of training for providers, hospital business partners, and physician office staff on new and current applications and workflows.
  • Develop, maintain and customize educational material for new HCA IT&S solutions and application enhancements to reflect facility or physician-specific needs.
  • Prepare and deliver presentations, demonstrations, train-the-trainer, and special training courses as needed.

• Customer Service:

  • Partners with facility and division colleagues to enable a successful physician experience and foster improved customer service interactions.
  • Effectively communicates with customers, maintaining positive body language with confidence and patience.
  • Follow up, post issue resolution, to complete customer service cycle.
  • Sets seeks feedback though customer interaction to identify areas of improvement.

Qualifications

• College graduate or advanced course studies or related experience 3-5 years previous experience in healthcare related field preferred.
• No Travel Required.

Benefits

Mission Hospital 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.

Company Information

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.