Employment Type:

　　Full time

　　Shift:

　　Day Shift

　　Description:

　　POSITION PURPOSE

　　Serves as a mentor and project lead providing guidance to less experienced staff members. Establishes and maintains a consultative partnership with a clinical business area/ client providing operational functional knowledge supporting the development of new/improved capabilities; translating business requirements to functional requirements, and identifying, defining and developing solutions to application and system problems. Serves as a primary contact and resource by representing and interpreting client needs to technical staff and ensuring solutions meet overall client business needs and expectations. Possesses considerable to extensive understanding of the clinical business operation and functional area in order to appropriately evaluate and analyze business work flow and recommend alternative approaches in developing process improvement. Work activities require advanced competency in the clinical application supported. Excellent communication and facilitation skills are needed to interface with varied specialized interests and audiences, and solid analytical, problem solving and decision making skills to effectively develop solutions to application/process issues and maximize application capabilities in order to meet the clinical clients (i.e., physicians, nurses, pharmacists, etc.) business needs. At this level, the position acts as a Subject Matter Expert (SME) in key area supported, design methodology or complex application. Serves a leadership role in providing direction to other team members and integrating possible solutions across operational/functional areas. Incumbents have generally functioned as a “super-user.” Works with enterprise, regional or local level clinical applications and users that may be deployed across multiple ministry organizations and geographic locations.

　　ESSENTIAL FUNCTIONS

　　Interfaces with clinical client/business owners (i.e., physicians, nurses, pharmacists, etc.) to understand, define and translate business requirements into functional specifications. Serves as a liaison and lead between the clinical client and the technical support staff. Works extensively with the clinical group at home office (Clinical Operations Improvement and Patient Care Services).

　　Researches and evaluates operational/functional area work-flow, investigates practices, processes and procedures; meets with decision makers and client to define business requirements. Analyzes current business system issues and develops process improvement and participates in best practice. Provides guidance in the alignment of learning strategies for new projects and process improvement initiatives.

　　Work with clients to define business problems/issues and desired outcomes. Develop recommendations on alternative approaches and possible opportunities, while determining impact and long-term viability of solutions.

　　Develops and maintains highly complex detailed project plan outlining steps and timetables for completion; conducts process flow mapping and gap analysis; assists with conversion initiatives; cutover preparation and testing; monitors project progress and provides status reports to management and clients. Develops detailed functional specifications and training documentation.

　　Facilitates meetings, demos and training sessions with clinical clients either in person (one on one individualized session), synchronous (on-line live), interactive simulations, e-learning, e-mail, phone or other delivery methods and techniques. Works with clinical clients (i.e., physicians, nurses, pharmacists, etc.) to implement new/upgraded applications and provides guidance and training to ensure a smooth transition. Extensive interactive and collaborative partnerships with the clinical group at home office (Clinical Operations Improvement and Patient Care Services).

　　May serve as a lead managing, overseeing and providing training readiness for specific clinical application implementations and coordinates the work of team members. Conducts needs assessment to determine training solutions; designs, modifies, or assists in the development of customized educational programs. Prepares materials, guides, job aides learning modules; conducts training utilizing various delivery methods and techniques. Provides on-going evaluation of learning program effectiveness and recommends program content revisions.

　　Plans, coordinates and monitors testing events. Develops test plans; creates test scripts and facilitates testing involving other TIS team and clients. Develops on-call support materials and job aids. May participate in developing testing plans, and participating in domain regression testing and preparing domain for training readiness. Analyzes, identifies, troubleshoots system and technical issues; interfaces with clinical application teams to understand functionality of new and modified applications.

　　Monitors and provides support to team members in resolving customer and on-call issues and meeting project deadlines. Serves as project lead and mentors and provides guidance to less experienced team members, internal associates and external clients, which may include training, delegating tasks, providing guidance on methodologies, processes, standards and best practices.

　　Performs system builds and maintain profiles; conducts master file maintenance, and updates tables. Performs functionality testing of new releases and changes to vendor software applications. Performs file / table audits to ensure integrity.

　　Troubleshoots and analyzes moderately complex application functionality issues. Interfaces with technical application staff and/or vendors to resolve system or application problems. Research and respond to customer issues (i.e., break/fix).

　　Develops and maintains clinical user client (i.e., physicians, nurses, pharmacists, etc.) relationships and customer service in order to support customer business needs. May provide appropriate learning solutions, methodologies, processes, standards and best practices in order to meet business objectives, competency assessment requirements, clinical workflows, etc. and to enhance skills while improving the quality and delivery of products and services.

　　Knows, understands, incorporates and demonstrates the Trinity Health Mission, Vision and Values in leadership behaviors, practices and decisions.

　　Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

　　Performs other duties as assigned.

　　MINIMUM QUALIFICATIONS

　　Bachelor's degree in healthcare or information technology and a minimum of five to seven (5-7) years of related experience or an equivalent combination of education and experience. Work experience is typically gained by working in specialized field or supporting a clinical information system.

　　Intermediate proficiency with Windows based applications (MS Word, Excel, and PowerPoint). Knowledge and experience with instructional design/development authoring tools and data structures preferred.

　　Five to seven (5-7) years' knowledge and experience supporting healthcare clinical software applications and interfaces. Some understanding of system integration.

　　Ability to serve as a project lead and manage projects. Ability to provide expert knowledge and experience for the clinical application and business line the team supports.

　　Prior experience functioning as a “super-user.”

　　Ability to serve as a mentor and provide guidance to team members.

　　Ability to interpret clinical regulatory requirements and accreditation standards and apply to application.

　　Excellent analytical, problem solving skills and technical aptitude.

　　Ability to represent the team in customer and inter-team meetings. Ability to effectively lead group sessions and translate technical issues into business terminology.

　　Ability to create functional specifications.

　　Ability to meet deadlines and set priorities.

　　Ability to obtain and exchange information.

　　Ability to develop and deliver learning programs for the effective utilization of specific clinical applications. Knowledge and experience in at least two learning modality specializations, i.e., instructor led, synchronous, e-learning, print, etc. Knowledge of and experience with adult learning methodology and techniques preferred.

　　Ability to work independently on a day-to-day basis.

　　Excellent interpersonal, facilitation and customer service skills. Ability to interface with various internal business analysts, hospital client users and external vendors.

　　Excellent organizational skills and attention to detail.

　　Excellent written and verbal communication skills.

　　Must possess a willingness to learn and develop skills.

　　Must possess the ability to work in teams and with direct supervision.

　　Must be comfortable operating in a collaborative, shared leadership environment.

　　A personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

　　PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

　　This position operates in a typical office environment. The area is well-lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues. Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communications. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions.

　　The incumbent must be capable of traveling in the course of completing project assignments.

　　The incumbent may provide 24X7 on-call rotation support for software application, which includes assisting on applying fixes and resolution to production problems, errors and issues.

　　The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

　　Our Commitment to Diversity and Inclusion

　　Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

　　Our Commitment to Diversity and Inclusion

　　Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

　　Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

　　EOE including disability/veteran