AMBULATORY SUPPORT APPLICATIONS COORDINATOR JOB

AMBULATORY SUPPORT APPLICATIONS COORDINATOR

Location: BON SECOURS HEALTH SYSTE OFFICE-RICHMOND, RICHMOND, VA
Department: AMBULATORY CONNECT CARE
Schedule: Full Time
Shift:
Hours:


Job Details:

Bachelor's Degree
- Experience is required
-

LOCATION
Richmond, VA

POSITION SUMMARY
The Ambulatory Support Application Coordinator (AC) is part of the ConnectCare Enterprise Service Model. In conjunction with the Enterprise Local System Support Application Coordinators, provides support to the end users in the use of ConnectCare. The AC also maintains and supports the ConnectCare Enterprise System Model, including standardization and system level components. The AC has a thorough understanding of the application for which he/she is responsible and has a/or will gain knowledge across all applicable applications. He/she is responsible for a major portion of master file and category list maintenance. The AC coordinates changes, utilizing the BSHSI Change Control processes, between the support and the implementation teams. Under the supervision of the Enterprise Clinical Application Coordinator, the AC will communicate with Local System Super Users and the Enterprise Local System Support ACs to support the end users within the facilities as well as remotely. Together with other members of the ConnectCare Enterprise Support Team, the AC participates in providing 24/7, 365 days a week support.

MAJOR DUTIES AND RESPONSIBILITIES
A representative summary of tasks to be performed by the incumbent is provided below. The incumbent may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the mission, values and operating principles of Bon Secours, and in-line with the organization’s Code of Conduct.

• Performs maintenance and enhancements of Epic applications post-implementation.
• Possesses knowledge expertise on a wide range of application functionality, content and associated workflows, becoming cross-functional in one or more applications.
• Maintains current Epic certifications through New Version Training worksheets
• Meets regularly with Super Users and Local System Enterprise Support ACs to review end user issues, workflow problems, enhancement requests, and provide updates on fixes to known issues and planned updates and upgrades. Reviews issues and trends tracked through the designated issue tracking system.
• Monitors issues and trends as reported by the ISSC.
• Communicates system changes, enhancements, releases and optimization opportunities to the local systems.
• Maintains Enterprise level master files and category lists
• Understands the integration of master files and the impact that changes have downstream.
• Troubleshoots problems or questions from Enterprise Local System Support ACs.
• Prioritizes and implements changes requested for BSHSI.
• Coordinates software updates and changes with local systems.
• Monitors and prioritizes requests from Local Systems and researches impact on other local systems.
• Understands the integration of ConnectCare and the interfaced applications (LIS, RAD, HBOC), so that build and maintenance of the master files and category lists are not negatively impacted and patient data integrity is maintained.
• Identifies enterprise workflow improvement opportunities and assists local systems in implementation.
• Provides remote end user support, including on-call hours.
• Participates on the ConnectCare Security Workgroup in the support of access and security for users.
• Participates in the development and maintenance of clinical content.
• Provides training support to users as needed.
• Provides weekly status reports to the Clinical Application Coordinator
• Communicates information regarding potential BSHSI system enhancement needs to Enterprise Clinical Application Coordinator
• Communicates with vendor regarding technical issues
• Coordinates the review and testing of new releases and updates, evaluating new functionality and managing master file changes for new features with the local systems.
• Evaluates system capabilities to meet BSHSI strategic goals and end user requirements, controls and clarifies expectations and promotes user acceptance of systems. Where appropriate, recommends feasible alternatives.
• Provides support with identifying and developing appropriate reports to support BSHSIS strategic objectives and Local System needs.
• Interacts and works collaboratively with the ISSC and applicable Local System I.T. teams.
• Provides remote end user support, including on-call hours.
• Attends meetings at both Local Systems and Enterprise levels, tracking and trending issues, system capabilities, monitoring feedback etc.
• Takes leadership role in facilitating resolution of any issue that arises in the use of the ConnectCare system in accordance with established Service Level Agreements (SLA).
• Other duties as assigned

REPORTING RELATIONSHIPS
The incumbent will report to the Enterprise Clinical Support Integration Director, and will be a dedicated resource to the Service Model team and other appropriate groups at the Local System and HSO (Health System Office) levels.

EDUCATION AND EXPERIENCE
The incumbent must be flexible, highly collaborative and consistently work to fill gaps and avoid overlaps in local system activities. A key requirement for the incumbent is to continuously listen, react and suggest ways to complement or assist the work of others. The ideal manifestation of the role is when all CIS involved parties seek out the incumbent as an expert resource and thought partner, which will ensure that the work is fluid and relevant to current issues.

Minimum Required Qualifications
• Bachelor's degree from an accredited university or college in the Health Sciences (Nursing, Medicine, etc.) or in Information Systems. Candidates who do not meet this requirement may be considered if they have achieved applicable certifications and requisite work experience
• Clinical or operational experience in the area related to the application
• Demonstrated proficiency with information systems technology
• Superior goal accomplishment skills
• Demonstrated workflow process analysis and design
• Demonstrated facilitation/training skills
• 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
• Superior organizational and people management skills
• Demonstrated ability to align and motivate key process stakeholders, including nurses, physicians, and other clinical/administrative staff
• Demonstrated ability to interact with multidisciplinary teams
• Achievement of Application Certification within 120 days of employment
• Proficient with email, intranet, internet, and other systems

Preferred Qualifications
• Ambulatory certification highly desired
• Epic certification in approved application
• Experience with implementing clinical information systems and/or large-scale and complex standardization and implementation of an ERP is highly desirable
• Epic certification in the application being represented
• Demonstrated application design and implementation skills
• Experience with Epic software
• Experience providing support with a Clinical Information System.

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