Details
Posted: 21-Nov-24
Location: Nashville, Tennessee
Salary: Open
Categories:
Operations
Discover Vanderbilt University Medical Center: Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of diverse individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and where your diversity of culture, thinking, learning, and leading is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.
Organization:
HealthIT Community Connect Relationship Mgmt
Job Summary:
Epic Community Connect is a program offered by Epic and is a newly established enterprise program at Vanderbilt University Medical Center (VUMC). The Community Connect program enables VUMC to extend our instance of Epic to community physicians and/or hospitals across the region. The EMR Provider and Staff Specialist for Business Office with the Community Connect program will assist with go live preparations and provide post-activation support for Community Connect hospitals and physician practices. This role is crucial in ensuring customer satisfaction with the VUMC Community Connect Program.
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Key Responsibilities:
Provides high quality support for the Business Office staff within physician practices and hospitals within the Epic Community Connect program.
Cultivate a collaborative and effective environment through positive and productive relationships with customers.
Partner with the Senior Customer Relationship Manager to plan, prepare and conduct Community Connect user group focus meetings, which include but are not limited to issue discussion, lessons learned, communication and upgrade planning.
Escalates issues to the Senior Customer Relationship Manager as they arise.
Provides ongoing support to clients during the post go-live phase by managing change requests and resolving issues. Regularly visits each assigned Community Connect site to assist with onboarding new physicians and/or staff, observe software usage, offer recommendations (tips and tricks), and assist in optimizing workflows and roles without requiring system modifications.
Responsible for delivering all information on down times, upgrades, build freezes, or other Epic-related updates to assigned areas.
Participate in go-live activities which include being on site with the client and troubleshooting issues, answering questions, providing training, etc. for new implementations.
Supports the Super User program, operational readiness activities, log-in labs, etc. for new implementations.
Collaborate with the implementation teams to guarantee a seamless handover to the post-go live support team, ensuring comprehensive knowledge of project decisions, content, issues, and any pending optimization requests.
Tracks time spent on each customer and record effort in appropriate tools for resource management.
Uses appropriate tools for documentation, communication, and collaboration as defined by VUMC policies and procedures.
Participate in an on-call rotation for incident and issue management.
Basic Qualifications
Education
Preferred Qualifications
Any certifications relating to healthcare software applications, technology infrastructure and or clinical specializations are an advantage.
Knowledge of Health System business processes and EHR solution.
Experience with EHR implementation, user readiness activities, and end user support.
Experience as a Private Practice Billing Manager or private practice billing workflow.
Knowledge, Skills & Abilities
Proven ability to work independently in a team environment.
Effective communication (written and oral) and interpersonal skills
Demonstrated organizational, multi-tasking, and time-management skills.
Strong negotiation, consultative skills, and relationship building ability.
Demonstrated ability to prioritize multiple objectives in a rapidly changing environment.
Able to communicate customer issues in both oral and written form in terms clearly understood by technical and non-technical audiences.
Ability to anticipate problems and visualize solutions on a proactive basis.
Excellent interpersonal communication, group process development, meeting facilitation, conflict resolution
Flexible in methodology, reliable, self-starter, results oriented yet sensitive to people.
About the Department:
Health IT
HealthIT provides the best health information technology tools that support Vanderbilt University Medical Center's mission of:
Delivering distinctively personalized care
Improving the health care of individuals and communities regionally, nationally and internationally
Providing transformative learning programs
Supporting compelling discoveries
Our tools, which form the digital arteries of VUMC, are either developed in-house by our innovative product teams or selected from the most cutting-edge solutions available in today's ever-changing marketplace. Our 500 colleagues provide ongoing support over each product's entire lifespan, ensuring that the tools are meeting the evolving needs of the Medical Center's 24,000 colleagues.
Our solutions are driven by the incredible work and research of our colleagues throughout Vanderbilt and supported through a close partnership with VUMC Information Technology (VUMC IT). The strong collaboration among our teams means that VUMC can respond to clinical and operational issues with agility and innovation. Together, we ensure VUMC remains a leader in its pioneering use of healthcare information technology.
Underscoring our entire department are our core values of accountability, transparency and execution, delivered with a strong Partner Promise.
Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.
At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.
Core Accountabilities:
Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance. Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment. Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area. Team Interaction: Provides informal guidance and support to team members.
Core Capabilities :
Supporting Colleagues:- Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas.- Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships.- Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences. Delivering Excellent Services:- Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them.- Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.- Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness. Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly.- Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure.- Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area.- Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation:- Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches.- Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges.- Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.
Position Qualifications:
Responsibilities:
Certifications:
Work Experience:
Relevant Work Experience
Experience Level:
2 years
Education:
Bachelor's
Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and to the principles of equal opportunity and affirmative action. EOE/AA/Women/Minority/Vets/Disabled
