Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a Provider Solutions Specialist with Chippenham Hospital you can be a part of an organization that is devoted to giving back!
The Provider Solutions Specialist is an 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 the primary training and support resource for providers in the healthcare setting.
The role requires working closely with providers, but also involves working with an ecosystem of healthcare professionals including provider office personnel, Medical Staff Office, Provider Relations, Clinical Services, facility leaders, and others.
Responsibilities include assisting providers throughout the healthcare continuum from the introduction to adoption and advancing utilization of HCA technologies.
Duties also include ensuring providers (and personnel) have training and instruction on how to access and effectively utilize healthcare technologies and responding to, triaging, and delivering seamless coordination for provider support needs.
The Provider Solutions Specialist will maintain collaborative relationships and engage across business units to enhance the provider experience with technologies and communicate key provider technology enablers. This role is responsible for understanding the dynamic landscape of Health IT, various digital access points, and common clinical workflows.
SUPPORT:
1. Implementation/Change Management:
a) Assists in implementation and support of systems and technologies deployed to physicians and physician offices.
b) Active participation in projects that affect physicians
c) 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) Recommends process changes that improve the implementation, maintenance, and support of provider facing equipment and technologies.
e) Assists in testing physician-related systems for facility-specific requirements.
f) Works to develop and deploy best practices for physician support.
2. Support Requests:
a) Proactively rounds in the facility and physician practices to ensure physician support needs are identified and addressed
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. Reviews problem tracking databases.
d) Documents interactions with physician and physician teams to confirm needs are met and report issues to other teams
e) Analyzes and provides hands-on support for moderate to complex inquiries. Determines appropriate technical group or vendor to resolve the problem and coordinates as needed.
f) Monitors and communicates trends and issues that may affect administration/physician relationships. g) Provides timely response and resolution to provider issues identified and reported in GrowthLink, as applicable.
h) Provides on-call support as needed.
i) Serves as a subject-matter expert for provider support to the Service Desk Community.
3. Access: HCA-IT&S, Inc.
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) As directed, conducts or assists with access reviews and audits.
e) Tracks, monitors, and enhances provider utilization of HCA technologies, by offering at the elbow support and one-on-one training.
4. Partnerships:
a) Contributes to division and facility strategic planning with regard physician product lines.
b) Acts as an advocate for physicians and physician office staff needs.
c) Provides an overview of provider-facing technology solutions to Provider Relations team.
d) Serves in liaison role for all new provider-related applications.
e) Works with Provider Relations and Medical Staff Teams to ensure the accuracy or physician data and physician group listings in HCA systems.
TRAINING:
1. Responsible for planning, developing, tracking and delivery of training for providers, hospital business partners, and physician office staff on new and current applications and workflows.
2. Develop, maintain and customize educational material for new HCA IT&S solutions and application enhancements to reflect facility or physician-specific needs.
3. Prepare and deliver presentations, demonstrations, train-the-trainer, and special training courses as needed.
4. Ability to train in a multitude of settings and leverage existing technology to meet the needs of the audience or customer base.
5. Ability to execute testing procedure training plans, conduct pilot trainings, and provide feedback to project lead to better serve our HCA business partners.
6. Ability to learn application functionality in order to effectively train others in how to install and manage the application on their own device.
CUSTOMER SERVICE:
1. Partners with facility and division colleagues to enable a successful physician experience and foster improved customer service interactions
2. Effectively communicates with customers, maintaining positive body language with confidence and patience.
3. Follows up, post issue resolution, to complete customer service cycle
4. Seeks feedback through customer interaction to identify areas of improvement
5. Makes realistic commitments to customers and keeps promises
KNOWLEDGE, SKILLS, AND ABILITIES:
1. Organizational
a) Organize/prioritize tasks and maintain attention to detail
b) Willingness to update job skills in a changing environment
c) Flexibility to manage unanticipated changes
d) Adaptable to changing environment of the healthcare industry to physician support
2. Leadership
a) Possess well-developed leadership skills
b) Professional attitude and appearance
c) Self-motivated and goal oriented
3. Communication
a) Demonstrated ability to communicate effectively with clinical and information technology personnel verbally and writing
b) Proven customer-facing teaching abilities
4. Customer Service
a) Experience in providing high-level service
b) Customer service orientation and/or training
5. Relationship Building
a) Demonstrated ability to establish and build strong relationships among facility leadership, physicians, and end-users HCA-IT&S, Inc.
b) Ability to work well with other employees
6. Problem Solving
a) Handle multiple duties simultaneously and exhibit initiative
b) Broad understanding of workflow and how systems are used in physician practices
7. Clinical/Technical
a) Prior experience supporting clinical applications with physicians
b) Expertise in using clinical information systems
c) Demonstrated advanced computer skills
8. Healthcare Inspiration
a) Knows technology improves the patient experience
b) Believes clinicians care for people better when armed with the right technology
c) Provides tools caregivers need to do their best work
d) Sees that technology applied to healthcare is meaningful... it matters
Education & Experience:
1. College graduate or advanced course studies or related experience
2. Three years previous experience in healthcare related field preferred.
3. Occasional/ Intermittent Travel Required
Chippenham Hospital, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.
ITG transforms healthcare and gives people healthier 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 to move 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.
"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
Be a part of an organization that invests in you! We are reviewing applications for our Provider Solutions Specialist opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!
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.
At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, we are the nation's leading provider of healthcare services, a company comprised of locally managed facilities that includes about 165 hospitals and 115 freestanding surgery centers in 20 states and England and employing approximately 204,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities. Richard M. Bracken serves as Chairman of HCA and R. Milton Johnson is the company's President and Chief Executive Officer.
HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we give them by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality. Investing in our communities is important to us. HCA typically invests about $1.5 billion annually to keep our facilities modern and up-to-date technologically and to expand and add services where needed. Focusing primarily on communities where the company is a leading healthcare provider, HCA selectively adds new facilities in order to better serve our communities.
And because two HCA founders were physicians, we value highly the strong relationships we've created with local physicians. We endeavor to provide them with a wide array of services and modern facilities in order to help them deliver the best possible care.