Site Learning Specialist - Ambulatory (Charleston, SC)

Job Summary

The Site Specialist interacts directly with Epic (CarePATH & ConnectCare) end users to identify issues, knowledge gaps and potential improvements with the use of Epic. They provide training, coaching and guidance on best use techniques and improve ability to use system through coaching and identifying inhibitors to understanding how to use Epic. They diagnose key learning needs and provide one-on-one support. They plan and design learning experiences and use expertise in communities of practice to deliver a variety of training interventions. They design and training is based upon identified needs at both the local system and system-wide levels, aligned with the organization’s strategic goals, quality measures, and patient experience.

Key Responsibilities

• Delivers assigned Epic training in accordance with onboarding and access management requirements.
• Receives, evaluates, and prioritizes intake of Epic based requests for assistance or issue resolution.
• Utilizes established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner.
• Uses established procedures and tools to help clients more effectively use Epic - searching knowledge base learning, recognition, isolation, resolution, and follow-up for routine user problems.
• Interacts with vendors and internal I&T support personnel in troubleshooting and solving problems and issues in a timely and accurate manner.
• Diagnose learning needs and identify resources to support. Provide one on one support and design learning interventions as needed.
• Maintain detailed records on client work including communication transactions, problems, remedial actions taken, and issue resolution using ServiceNow.
• Create and update knowledge base. Round in their assigned facility with input from the EHR Manager and site leadership. Rounding will include off shifts occasionally.
• Possess detailed understanding of workflows and system configuration, communicate, and advocate best practice use of system.
• Demonstrated workflow process analysis and design. Effective communication and interpersonal skills i.e., assertive, and able to manage conflict in a variety of situations. Effective leadership skills and strong customer service orientation. Demonstrated ability to interact with multidisciplinary teams.
• Work with Epic end users to build, maintain and support clinical systems that drive hospital operations and support safe, effective patient care and processes suitable for computer applications.

Minimum Qualifications

• Associates Degree- Specialty/Major Health Sciences, Education or IT related field
• Demonstrated experience in use of an EHR (at least 2 years working in a health care environment directly impacting patient care, IT or related services)

Other Knowledge, Skills And Abilities

• Skill in active listening in order to accurately diagnose client issues.
• Problem solving and “can do” attitude.
• Stay current on EHR changes and communications for system changes and end user training needs.
• Provides feedback to the EHR team on common themes or issues to better align training tools for end users.
• Affords assistance in identifying and supporting activities to better support end user experiences by using data and participating in meetings related to the provider and end user proficiency.
• Strong customer service skills and ability to coach virtually and provide solutions to complicated learning challenges.
• Prior working experiences on teams, taking a leadership role when appropriate.
• Proven ability to manage multiple priorities.
• Approaches problems constructively and creatively, with emphasis on how to move the project toward goals.
• Deals effectively with people.
• Shows appreciation for the team’s efforts.
• Able to earn trust and respect within large organization.
• Willingness to do what is required to get the job done.
• Ability to become certified in Epic software application, if determined necessary.
• Establishes deadlines and adheres to them.
• Can put in the time necessary to make the project a success.
• Ability to travel as required.

Additional Details

• Required to car travel to off-site locations, occasionally in adverse weather conditions.

Other Knowledge, Skills And Abilities Preferred

• Progressive experience in learning/training.
• Understanding of adult learning principles.
• Experience in an electronic medical records (EMR) environment.
• Experience with the EMR “go-live” process.
• Epic EMR experience.
• Proficient in additional Epic applications.

Equal Opportunity Employer

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.