HCA, Hospital Corporation of America Physician Services Group Analyst in Richmond, Virginia
More About HCA..... •For the eighth consecutive year HCA has earned national recognition as one of the best workplaces for information technology professionals on Computerworld’s "Best Places to Work in Information Technology" list of 100 companies. •HCA has been recognized by the Ethisphere Institute as one of the World's Most Ethical Companies.
The Physician Support Analyst serves as a primary HCA IT&S contact point for physicians and office staff at Physician Service Group offices for the Regional/Division Service Desk within Customer Support.
Primary responsibilities include the establishment and ongoing management of relationships with physicians and their office staff, training, and support of all HCA systems deployed to physicians and their offices with an emphasis on eCW. These duties include collaborative work involving Service Desk Analysts (SDA), Physician Support Analysts (PSA), Physician & Imaging Support Analyst (PISA), Clinical Analysts, Imaging Systems Administrators (ISA), Division PSCs, Corporate, and third party Electronic Medical Record (EMR) vendors. In addition, close relationships with the Division Market Based Analyst (MBA) team is required. A PSG Analyst operates across a geographic zone and serves multiple locations within one or more divisions.
The PSA requires subject matter knowledge across multiple disciplines; Health Information Technology, Security, and Clinical services. Builds and maintains relationships with division leadership, clinical teams, and physicians. Individual must demonstrate strong written, verbal, and presentation skills.
Duties Include and Are Not Limited To: IT&S Operations Management Participates and supports implementations and go-live activities at assigned sites, including support of new practices, and training go-live support for new providers joining existing EMR sites. Supports ongoing use of standard and customizable content, clinical integration, and optimization activities. Develops, executes, and supports tools and resources focused on clinical initiatives. Acts as first point of contact for EMR software support questions following the ambulatory EMR application go-live at assigned sites. Works with enterprise subject matter experts and integrated support team resources in managing resolution of ambulatory EMR application issues and requests. Supports testing of ambulatory EMR functionality; assists in interpretation of test plans and in troubleshooting; and testing of clinical integration points. Provides training to super users on ambulatory EMR application functionality. Actively supports and promotes systems standardization, utilization, and best practices. Participates with peers in enterprise communities to identify and evaluate best practices, implementing, training and promoting best practice efforts. Troubleshoots basic wireless/network/computer issues and works with integrated support team for resolution. Promotes system security and patient confidentiality and helps ensure compliance. Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents Provides training/education of physicians, extenders, and physician office staff on IT&S software and processes Communicates, monitors, and prioritizes physician and physician office service requests and incident resolutions through the Regional/Division Service Desk and prioritizes workload Serves as subject matter expert for applications used by physicians and office staff, increasing the ability of the Service Desk team to resolve issues independently (FCR) Assists in enhancement of efficiency and productivity for physicians and office staff by educating in the effective use of specific applications Communicates present issues, decision points, etc. to the appropriate groups or leadership Awareness and ability to support changes and updates for clinical systems associated with physicians and office staff Facilitates resolution of issues with system access to ensure providers and office staff have appropriate access Builds strong relationships within IT&S by working across organizational boundaries to resolve customer incidents and requests Identifies potential trends in incidents; performs root cause analysis on incidents and requests reported to the service desk Assists in managing the knowledgebase used within the department and division Manages all incidents and requests to ensure that root-cause analysis is completed by a service resource, if required. Ensures the end-to-end customer experience and provides a single point of contact for the customer. Uses the appropriate CTI categories for logging incidents and requests. Identifies, evaluates, promotes, and implements customer support best practices. Provides after hours and on-call support, as needed. Mentors, supports, and cross-trains other service desk analysts. Grows deeper knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact. Engages other service resources to resolve incidents that are beyond the scope of their ability or responsibility. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Participate in special projects as needed and performs other duties as assigned. Staff Development: Staffing and Recruiting, Career Development, Mentoring and Coaching, Succession Planning, Performance Management Coaches peers in conjunction with direct supervisor Engages opportunities to teach peers and end-users, increasing recruiting potential for future positions within the facility and/or division Assists in recruitment of appropriate staff needed at the facility or division level, in alignment with Division organization structure & practices Adheres adhering to Code of Conduct and Mission & Values Statement
Knowledge, Skills, and Abilities Required: Mature understanding of clinical application support processes and workflow, ambulatory EMR preferred Possesses broad knowledge of Corporate, Division, and Facility-specific applications, technology and terminology. Has ability and desire to learn customer support processes and techniques. Demonstrated ability to work without supervision. Demonstrated analytical skills and ability to solve problems. Competency in MS Office Suite, call center tracking tools Basic PC troubleshooting skills Professional attitude and appearance Understanding of physician needs and practice patterns and workflow in facilities Understanding workflow and how systems are used in physician practices Knowledge of HCA physician applications Ability to establish and build strong relationships among facility leadership, physicians, and end-users Demonstrated ability to communicate effectively with clinical and information technology personnel verbally and in writing
Preferred: Demonstrated proficiency in use of call center tracking tools. Prior experience supporting application software with customers. Prior experience with eCW. Customer service orientation and/or training. Strong understanding of HCA security-related procedures.
EDUCATION Bachelor’s degree preferred
EXPERIENCE 5 years’ work experience in IT customer support arena. 3 years’ operational experience in healthcare line of business preferred. Previous HCA Service Desk experience preferred.
Physical Demands/Working Conditions: Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.
Title: Physician Services Group Analyst
Location: Virginia-Richmond-Field IT%26S - Richmond/Capital Division
Requisition ID: 25475-10179