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Description

Introduction

Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a Consulting Provider Solutions Specialist today with HCA Healthcare.

Benefits

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

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.

• Free counseling services and resources for emotional, physical and financial wellbeing

• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)

• Employee Stock Purchase Plan with 10% off HCA Healthcare stock

• Family support through fertility and family building benefits with Progyny and adoption assistance.

• Referral services for child, elder and pet care, home and auto repair, event planning and more

• Consumer discounts through Abenity and Consumer Discounts

• Retirement readiness, rollover assistance services and preferred banking partnerships

• Education assistance (tuition, student loan, certification support, dependent scholarships)

• Colleague recognition program

• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

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

Note: Eligibility for benefits may vary by location.

GENERAL RESPONSIBILITIES:

SUPPORT: Implementation/Change Management:

• May provide oversight, lead, and independently conduct EHR implementations in markets throughout the division per HCA and Division ITG standards and guidelines.

• Coordinates training and serves as a SME for dictation and voice recognition technologies.

• Provides oversight, 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 complex optimizations.

• Consistently executes implementation approaches, including risk and issue identification, mitigation, and resolution. Provides advanced critical thinking skills in analyzing and supporting complex implementations.

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

• Collaborates on and leads process changes that improve the implementation, maintenance, and support of provider-facing equipment and technologies.

• Coordinates and leads testing of physician-facing technologies and solutions; assists in interpretation of test plans, troubleshooting, and integration points at the Market and/or Division level.

• Works with integrated support teams to address software functionality, content, and defect resolution updates.

• Leads discussions and makes group recommendations with peers in enterprise communities to develop and deploy best practices for physician support and physician-facing technologies and solutions across the healthcare continuum.

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 advanced, direct support on physician-facing technologies and solutions.

• Coordinates provider and practice service requests and incident resolutions through the Service Desk. May assist with reviewing problem tracking databases, tracking, and analyzing metrics.

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

• Analyzes and provides hands-on support for broad, 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/provider relationships, regulatory compliance, quality initiatives, and assigned projects.

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

• Provides timely response and resolution to provider issues identified and reported as applicable.

• Provides on-call support and team on-call backup as needed.

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

• Leads and mentors junior PSS roles in service management operational policies and best practices, contributing to enterprise and IT service management goals.

Access:

• Possesses an expert understanding of system access and information protection standards and processes to offer guidance and instruction to providers, practice personnel, and junior team members regarding physician-facing technologies and solutions.

• Collects, validates, and appropriately routes documentation to support system access, confidentiality, information protection and security compliance.

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

• Researches and guides junior team members on new security requests, applications, and issues to ensure compliance.

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

• Leads or facilitates access review audits, ensuring timely completion.

Partnerships:

• Collaboratively works across the healthcare setting to promote and advocate tools, clinical quality initiatives, certification and regulatory requirements, and provide input on patient experience and operational strategies.

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

• Contributes to Corporate, Division, and Market strategic planning with regard to physician product lines and physician facing technologies and solutions.

• Acts as an advocate for junior level roles, physicians, and physician office staff needs.

• Promotes provider-facing technologies to and strengthens relationships with the Provider Relations team.

• Serves as a subject matter expert and team mentor for all new provider-related applications.

• Assists the manager with oversight of vendor support and maintenance agreements and renewals as assigned.

• Assists the manager in development and presentation of business cases for new solutions as assigned.

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 the 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.

• Prepares and delivers 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 and pursue solutions for improvement opportunities.

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

No Travel Required

5 years experience Required Years of Experience

ITG (https://hcahealthcare.com/) transforms healthcare and gives peoplehealthier tomorrows. We deliver information technology strategy, support, and solutions. ITG improve and enhance patient care and business operations. We deliver services at administrative locations, data centers, and hospitals. The facilities we support are located in 20+ states and the United Kingdom. Our team works tomove healthcare forward. We do this by seeking, embracing, developing, and delivering technology for patient care.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Good people beget good people."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Consulting Provider Solutions Specialist opening. Qualified candidates will be contacted for interviews.Submit your resume today to join our community of caring!

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