Physician Support Analyst(Job Number: 25024-13283)
Work Location: United States-Missouri-Kansas City-Field IT&S - Midwest Division
Job Type: Information Technology
At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year.
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 provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality.
• Ranked 63 in Fortune 500
• Computerworld Top 50 Best Places to Work in IT since 2009
• Named one of the “World’s Most Ethical Companies” since 2010
• 106 HCA hospitals are on The Joint Commission’s list of top performers on key quality measures.
Summary of Duties: The Physician Support Analyst serves as a primary HCA IT&S contact point for physicians, and physician offices for the Regional/Division Service Desk within Customer Support. Primary responsibilities include the establishment and ongoing management of relationships with physicians and their office staff, training, support, and ongoing maintenance of all HCA systems deployed to physicians and their offices. These duties include collaborative work involving Service Desk Analysts (SDA), Clinical Analysts, Imaging Systems Administrators (ISA), EMR Market Based Analysts, Corporate, and third party Electronic Medical Record (EMR) vendors. In addition, close relationships with the Division Physician Support Coordinator (PSC) team is required. A Physician Support Analyst operates across a geographic zone and serves multiple facilities and/or divisions.
The PSA requires subject matter knowledge across multiple disciplines; HIPAA, Health Information Technology, Security, and Clinical services. Builds and maintains relationships with division leadership, clinical teams, and physicians. Individual must demonstrate strong written, verbal, and presentation skills.
Duties Include and Are Not Limited To:
IT&S Operations Management
Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents
Provides training/education of physicians, extenders, and physician office staff on IT&S software and processes
Communicates, monitors, and prioritizes physician and physician office service requests and incident resolutions through the Regional/Division Service Desk and prioritizes workload
Serves as subject matter expert for applications used by physicians and office staff, increasing the ability of the Service Desk team to resolve issues independently (FCR)
Assists in enhancement of efficiency and productivity for physicians and office staff by educating in the effective use of specific applications
Communicates present issues, decision points, etc. to the appropriate groups or leadership
Awareness and ability to support changes and updates for clinical systems associated with physicians and office staff
Facilitates resolution of issues with system access to ensure providers and office staff have appropriate access
Builds strong relationships within IT&S by working across organizational boundaries to resolve customer incidents and requests
Identifies potential trends in incidents; performs root cause analysis on incidents and requests reported to the service desk
Assists in managing the knowledgebase used within the department and division
Manages all incidents and requests to ensure that root-cause analysis is completed by a service resource, if required.
Ensures the end-to-end customer experience and provides a single point of contact for the customer.
Uses the appropriate CTI categories for logging incidents and requests.
Identifies, evaluates, promotes, and implements customer support best practices.
Provides after hours and on-call support, as needed.
Mentors, supports, and cross-trains other service desk analysts.
Grows deeper knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
Engages other service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Participate in special projects as needed and performs other duties as assigned.
Strategic Business/IT Alignment & Planning: Facility/IT Alignment, Strategic IT Planning
Contributes to long term objectives for physician and physician office needs and opportunities for improvement
Assists with enhancement and performance of physician-focused applications
Participates in project success criteria and assists in defining metrics to be collected, analyzed, and reported
Relationship Management & Communication
Builds positive relationships with Division leaders as dictated by the business organizational structure
Builds positive relationships with physician and physician office staff
Communicates successes, challenges, opportunities, trends, and lessons that may impact administration/physician relationships to appropriate leadership
Communicates with project teams, physicians, and all impacted departments during implementations and upgrades
Serves as member of Physician Advisory Groups, Core Teams, and other facility/division-based meetings representing physician concerns, as needed
Proactively pursues solutions to physician issues and concerns with facility, division, and enterprise leaders
Project Portfolio & Project Implementation Management: Managing the Portfolio of Work, Managing Individual Projects
Assists in planning, management, implementation, and support of systems deployed to physicians and physician offices, including updates to these systems
Assists in issue gathering, fact finding, and resolution processes for implementation teams
Assists in implementation of process changes to improve implementation, maintenance, and support of applications
Prioritizes activities for implementation teams as needed
Process Engineering: Improvement of Workflow through Technology, Utilization of Technology
Acts as advocate for physicians and physician office needs
Coordinates resolutions with technical and clinical areas, as needed
Collaborates with Division clinical specialists to develop and deploy best practices in physician support
Communicates with project teams, physicians, and all impacted departments during implementation
Cascades information to physicians, office staff, facility administration, and IT&S leadership through face-to-face meetings and other communication mechanisms
Promotes sharing of information through documentation and distribution of best demonstrated practices and issue resolutions
Staff Development: Staffing and Recruiting, Career Development, Mentoring and Coaching, Succession Planning, Performance Management
Coaches peers in conjunction with direct supervisor
Engages opportunities to teach peers and end-users, increasing recruiting potential for future positions within the facility and/or division
Assists in recruitment of appropriate staff needed at the facility or division level, in alignment with Division organization structure & practices
Adheres adhering to Code of Conduct and Mission & Values Statement
Knowledge, Skills, and Abilities
Possesses broad knowledge of Corporate, Division, and Facility-specific applications, technology and terminology.
Has ability and desire to learn customer support processes and techniques.
Demonstrated ability to work without supervision.
Demonstrated analytical skills and ability to solve problems.
Competency in MS Office Suite, call center tracking tools
Basic PC troubleshooting skills
Professional attitude and appearance
Understanding of physician needs and practice patterns and workflow in facilities
Understanding workflow and how systems are used in physician practices
Knowledge of HCA physician applications
Ability to establish and build strong relationships among facility leadership, physicians, and end-users
Demonstrated ability to communicate effectively with clinical and information technology personnel verbally and in writing
Demonstrated proficiency in use of call center tracking tools.
Prior experience supporting application software with customers.
Customer service orientation and/or training.
Strong understanding of HCA security-related procedures.
Bachelor’s degree preferred.
3+ years’ work experience in IT customer support arena.
3+ years’ operational experience in healthcare line of business preferred.
Previous HCA Service Desk experience preferred.
Physical Demands/Working Conditions: Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.