Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a(an) Senior Provider Solutions Specialist with HCA Houston Healthcare you can be a part of an organization that is devoted to giving back!
The Senior Provider Solutions Specialist serves as a lead and subject matter expert for Provider Solution Specialists in the integral role for HCA IT&S. Using a balanced combination of customer service, project management, sales, leadership, training, and technology skills, and this role serves as a zone lead that will coordinate training and support resource for providers in the healthcare setting. The role requires working closely with providers, but also involves working with an ecosystem of healthcare professionals including provider office personnel, Medical Staff Office, Provider Relations, Clinical Services, facility leaders, and others. Responsibilities include assisting providers throughout the healthcare continuum from the introduction to adoption and advancing utilization of HCA technologies. Duties also include ensuring providers (and personnel) have training and instruction on how to access and effectively utilize healthcare technologies and responding to, triaging, and delivering seamless coordination for provider support needs.
The Senior Provider Solutions Specialist will maintain collaborative relationships and engage across business units to enhance the provider experience with technologies and communicate key provider technology enablers. This role is responsible for understanding the dynamic landscape of Health IT, various digital access points, and common clinical workflows.
Duties Include, and are not limited to:
SUPPORT:
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Implementation/Change Management: a) Leads and facilitates in implementation and support of systems and technologies deployed to physicians and physician offices. b) Provides Training and first level support for dictation and voice recognition technologies. c) Leads as a subject matter expert for installs and supports IT&S software per HCA and Division IT&S standards and guidelines, focusing on products HCA provides to support the physician community. d) Collaborates and leads discussions that promote process changes that improve the implementation, maintenance, and support of provider-facing equipment and technologies. e) Leads and monitors progress in testing physician-related systems for facility-specific requirements. f) Leads discussions and makes group recommendations to develop and deploy best practices for physician support.
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Support Requests: a) Proactively leads and rounds in the facility and physician practices to ensure physician support needs are identified. b) Provides physician technology support to facility-based and referring physicians. c) Coordinates physician and physician office service requests and incident resolutions through the Division Service Desk. Reviews problem tracking databases and has the ability to track and analyze metrics. d) Documents interactions with physician and physician team to confirm needs are met and report issues to other teams. e) Analyzes and provides hands-on support for moderate to complex inquiries. Identifies and facilitates discussions with appropriate technical group or vendor to resolve the problem and coordinates as needed. f) Monitors and communicates trends and issues that may affect administration/physician relationships. HCA-IT&S, Inc. g) Provides timely response and resolution to provider issues identified and reported in GrowthLink, as applicable. h) Provides on-call support as needed. i) Serves as a lead or subject-matter expert for provider support to the Service Desk Community.
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Access: a) Collects, validates, and appropriately routes documentation to support system access, confidentiality, information protection and security compliance. b) Assures providers and staff have access to appropriate patient data. c) Promotes system security and patient confidentiality and helps ensure compliance. d) Leads or facilitates access review audits. e) Tracks, monitors, and enhances provider utilization of HCA technologies, by offering at the elbow support and one-on-one training.
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Partnerships: a) Contributes to division and facility strategic planning with regard to physician product lines. b) Acts as an advocate to Provider Support Specialists for physicians and physician office staff needs. c) Provides an overview of provider-facing technology solutions to Provider Relations team. d) Serves as a subject matter expect for all new provider-related applications. e) Leads discussions with Provider Relations and Medical Staff Teams to ensure the accuracy or physician data and physician group listings in HCA systems.
TRAINING:
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Responsible for leading, planning, coordinating, developing, tracking and delivery of training for providers, hospital business partners, and physician office staff on new and current applications and workflows.
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Develop, maintain and customize educational material for new HCA IT&S solutions and application enhancements to reflect facility or physician-specific needs.
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Prepare and deliver presentations, demonstrations, train-the-trainer, and special training courses as needed.
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Ability to train in a multitude of settings and leverage existing technology to meet the needs of the audience or customer base.
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Ability to coordinate and execute group testing procedure training plans, conduct pilot trainings, and provide feedback to project lead to better serve our HCA business partners.
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Ability to learn application functionality in order to effectively train others in how to install and manage the application on their own device.
CUSTOMER SERVICE:
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Partners with facility and division colleagues to enable a successful physician experience and foster improved customer service interactions
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Effectively communicates with customers, maintaining positive body language with confidence and patience.
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Follow up, post issue resolution, to complete customer service cycle
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Seeks feedback though customer interaction to identify areas of improvement
KNOWLEDGE, SKILLS, AND ABILITIES:
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Organizational a) Organize/prioritize tasks and maintain attention to detail b) Willingness to update job skills in a changing environment c) Flexibility to manage unanticipated changes d) Adaptable to changing environment of the healthcare industry to physician support
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Leadership a) Possess well-developed leadership skills b) Professional attitude and appearance c) Self-motivated and goal oriented d) Works independently with general supervision e) Acts as a resource for colleagues with less experience
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Communication a) Demonstrated ability to lead group discussions with clinical and information technology personnel verbally and writing HCA-IT&S, Inc. b) Proven customer-facing teaching abilities c) Exchange information across department lines; working inside peer groups, facilitates Market communication, receiving guidance from supervisor.
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Customer Service a) Broad experience in providing high-level service b) Lead discussions around providing quality customer service, orientation and/or training
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Relationship Building a) Demonstrated ability to establish and build strong relationships among facility leadership, physicians, and end-users. b) Ability to work well with others and lead focused discussions that facilitate promote growth between business partners.
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Problem Solving a) Analyze and handle multiple duties simultaneously and exhibit initiative b) Extensive understanding of workflow and how systems are used in physician practices c) Work assignments are more varied and more complex d) Knows and applies the fundamental concepts and principles gained through experience to solve a range of advanced/complex problems, taking a new perspective using existing solutions
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Clinical/Technical a) Extensive experience supporting clinical applications with physicians b) Broad expertise in using clinical information systems c) Demonstrated advanced computer skills
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Healthcare Inspiration: a) Knows technology improves the patient experience b) Believes clinicians care for people better when armed with the right technology c) Provides tools caregivers need to do their best work d) Sees that technology applied to healthcare is meaningful... it matters
Education & Experience:
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College graduate or advanced course studies or related experience
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3-5 years previous experience in healthcare related field preferred
HCA Houston Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
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Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
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Wellbeing support, including free counseling and referral services
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Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
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Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
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Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
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Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.
"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
Be a part of an organization that invests in you! We are reviewing applications for our Senior Provider Solutions Specialist opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
