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Description:I. Basic Purpose: Works under the general direction of Clinical Information Systems (CIS) Leadership. Acts as the primaryliaison to end user customer's for Epic support including Dragon and other computer software and hardware. Works on complex analytical and integrated issues to resolve End User issues. Supports the development, enhancement, and implementation of Epic and related software. The IT Training and Development Specialist I will create documentation and develop a knowledgebase for Epic features and support inquiries. II. Major Duties and Responsibilities:
Complies with established corporate and departmental policies, procedures, objectives, quality assurance methods, and safety codes. Demonstrates compliance with licensing, regulatory and accrediting agency provisions as required.
Consistently demonstrates appropriate and professional communication behavior towards patients, customers and coworkers. Cooperates with management and peers to promote an environment of teamwork and collaboration.
Delivers successful service to our internal and external customers by adhering to critical success standards: demonstrating accountability, commitment to quality, and safety standards; providing exceptional customer service; and ensuring a positive work environment that demonstrates dedication to the hospital's mission, vision and values.
Develops an Epic knowledgebase and understanding of the end user workflow, including, but not limited to, Dragon and other ancillary software used in end users daily workflow. Responsible for rounding on assigned units or clinics. Liaison in providing value added services by working closely with end users, to insure successful implementation of systems training and follow-up software applications.
Lead in the development of site specific or specific applications training. Plans, organizes and conducts or directs a variety of technical training programs as assigned, including, but not limited to new end user training. Conducts needs assessments and identifies training needs.
Evaluates training and educational programs and materials to measure the success of course objectives and/or program effectiveness. Create and maintain Tips and Tricks sheets and all other educational material. Maintains records and tracking tools.
Provide both in person and phone support. Troubleshoots end user Epic issues and maintains ownership of reported problems, documenting all calls and troubleshooting steps into call tracking tool. Identify and report trends to CIS Leadership.
Thinks beyond scope of issue and works through issues independently. Understands importance of being able to identify when to escalate issues to an Epic analyst. Report end user experiences to Epic Team.
Works with Help Desk, Analysts and support staff to coordinate documentation and resolution of issues or requests for enhancements or optimization. Keeps end-users updated regarding status of reported issues.
Attends team meetings and required training to gain system concepts and functionality and to maintain skills and knowledge. Communicate with other CIS support staff regarding new knowledge, experience, trends and high/urgent severity issues.
Regular attendance, as outlined in the Attendance and Absenteeism Policy, is an essential function of this position.
Maintains annual mandatory education requirements specific to position as mandated by Martin Health System.
Performs all other job related duties as required, assigned, or requested including support of application at the Director's or Training Coordinators discretion.
III. Minimum Requirements (experience, training, and education): To effectively fulfill this position, candidate must meet the following requirements:
Clinical Certification or Associate's degree preferred;
Candidate must successfully complete Epic Credentialed Training program within 3 months;
Prior healthcare experience is preferred, including Healthcare IT systems commonly found in hospitals and large physician practice;
Must demonstrate prior technical experience with Windows OS and Microsoft Office Suite.
Candidate must be comfortable working in a clinical setting. Self-motivated, flexible, dependable, strong work ethic, and desire to learn. Strong verbal communication and public speaking skills required; detailed understanding of workflows; must have strong interpersonal skills; strong belief in the value of the Epic install; willingness to learn and ability to adapt to change; ability to build rapport easily; must have comfort with advanced technology. Excellent oral and written communication skills required. Ability to work successfully with a diverse group of constituents including senior and midlevel leadership, physicians and a wide range of end users is essential. Ability to adapt to the technical level of the audience is a must. Must have the ability to work under time sensitive pressures and with multiple assignments concurrently.The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities
Vacancy expired!