Under the direction of the Director of Information Technology, the IT Support Specialist will provide system analysis and ongoing support of multi-service clinical and administrative software programs and applications, troubleshoot problems, provides software training services, support the daily interface between clinicians/medical and administrative support staff with process initiatives, and plans, coordinates, and implements projects on schedule. The IT Support Specialist communicates with peers and supervisors, speaks in front of groups, and assists with writing policies, procedures, and training materials.
Essential Duties and Responsibilities:
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Serve as the coordinator for all clinical and administrative programs and applications, consulting with the staff and outside organizations in customizing software and training individuals in the daily operation of these systems.
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Supports EMR, Finance, HR, and administrative systems such as Cerner, NAV, Sage, and Records Management Systems.
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Work with other staff responsible for a broad range of activities surrounding implementing a comprehensive, standardized, integrated healthcare information system.
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Maintain knowledge of computer system technology and support others' knowledge of decision support tools, reporting methodologies, data design, and definitions.
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Perform software application troubleshooting to diagnose system and data translation issues.
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Analyze and test software functionality; identifies and resolve problems within the scope of authority.
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Meet with end users and medical, administrative, and technical staff to analyze problems and develop technical solutions.
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Coordinate resolution of software effectiveness issues
- Periodically reviews each application's site parameters and local tables for accuracy and completeness.
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Coordinate implementation of new software products.
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Evaluates processes related to information flow; serves and liaison among various Chugachmiut teams concerning processes.
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Assists and/or provides training on current software applications and new features.
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Check applications for operating efficiency; identifies patterns in the problems reported and recommend programming, process, and training improvements.
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Research new rules and regulations to update compliance guidelines and procedures.
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Participate in coordination meetings to resolve issues.
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Retrieves, reviews, and compiles data for reports as directed.
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Reviews the patient database to monitor records and clarify and resolve discrepancies.
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Complete special projects and other duties as assigned or required. Provide end-user support over the phone and in person.
- Monitors and assures Provider Credentials are current.
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Conforms to safety policies and general housekeeping practices.
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Demonstrates sound work ethic, flexibility, and dedication to the position.
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Demonstrates a positive attitude, is respectful, and possesses cultural awareness and sensitivity toward clients and co-workers.
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Keeps customer service and the organization's mission in mind when interacting with all clients, co-workers, and others.
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Expected to be prepared to start shift at the scheduled time, meet attendance standards, and work the hours necessary to perform the job's essential functions.
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Employees are expected to embrace, support, and promote the core values of respect, integrity, trust, compassion, and quality, which align with Chugachmiut's Mission and Vision through their actions and interactions with all patients, staff, and others.
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Conforms to Chugachmiut policies and HIPAA regulations.
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Performs other duties as assigned or required.
Work Environment:
Chugachmiut employees strive for excellence in their services and, through our Employee Values Statement, to serve with integrity. This requires working in an environment where blame and shame are not tolerated. Instead, we use quality improvement tools such as Lean Administration and Training Within Industry for managing processes. Effective communication is essential, and employees must learn how to share problems with fellow employees with the purpose of solving them.
Customer Service:
- Greets both internal and external customers with eye contact and a smile.
- Solicits and responds to feedback for customer satisfaction.
- Attendance is regular and on time without excessive absences.
- Presents self and Chugachmiut by displaying professional behavior and appearance.
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Practices and promotes effective collaboration to accomplish the goals of the team.
- Supports the Mission and values of Chugachmiut; creates solutions that add value to the operations of Chugachmiut.
Physical Environment:
The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. The position requires the ability to sit for long period of time. The position requires: normal range of hearing and eyesight, eye-hand coordination and manual dexterity to operate office equipment such as computer keyboard, photocopier, telephone and calculator. Employee may be required to lift approximately 30 pounds. Travel to remote locations by boat, snowmobile, ATV or small plane is required and employee must be willing and able to travel.
Hours of Work:
Hours of work are Monday to Friday, 8:30a.m. to 5:00 p.m., with one hour for lunch. Chugachmiut maintains a drug and alcohol and/non-smoking work environment.
- Bachelor's degree in IT, business, or equivalent combination of education and experience preferred.
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Four (4) years of technical support experience
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Experience working with the Alaska Native Tribal Healthcare System preferred.
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Experience in cross-culture settings preferred.
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Technical knowledge of EHR, Finance, HR, and Records Systems
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Knowledge of medical terminology, including medical terminology, anatomy, physiology, concepts of disease suffixes and roots, accepted abbreviations, and pharmaceutical terms to spell diagnoses and procedures accurately.
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Knowledge of medical record forms, formats, filing systems, and IHS standard codes to establish, analyze, locate, and maintain medical records.
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Knowledge of patient care activities and how the services and functions interact.
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Knowledge of Local Area Network (LAN) and Wide Area Network (WAN) Principles.
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Knowledge of customer service concepts and practices.
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Knowledge of business office administrative procedures, use, and operation of standard and complex office equipment.
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Knowledge of the 1974 Privacy Act is required as the use of personal information and patient records is an integral part of the position, and the privacy of individuals must be protected to the fullest.
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Knowledge of the Alaska Tribal healthcare delivery environment.
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Skill in troubleshooting computer software applications in multiple operating system environments.
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Skill in training users in specialized software applications.
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Skill in data collection and analysis.
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Skill in understanding medical records procedures and protocols.
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Skill in establishing and maintaining cooperative, effective working relationships with co-workers, contractors, and representatives from other local, state, federal, and tribal agencies.
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Skill in operating standard office equipment and a personal computer, utilizing various complex software applications, including medical billing programs.
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Skill in conducting successful telephone consultations and operating a complex phone system.
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Skill in assessing and prioritizing multiple tasks, projects, and demands.
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Skill in organizing, problem-solving, priority setting, and accomplishing deadlines.
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Ability to research, analyze, and summarize various types of complex data.
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Ability to translate technical terminology for understanding by non-technical audiences.
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Ability to establish and maintain effective working relations with co-workers, contractors, and representatives from other local, state, federal, and tribal agencies.
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Exceptional communication, organization, critical thinking, and analytical abilities.
