Activation & Reinforcement Representative

A Brief Overview

The IT Ambulatory Systems Liaison I (ASL I) functions as a team member responsible for providing activation and ongoing support of the electronic medical record (EMR) and/or the UH Personal Health Record (MyUHCare PHR) applications. The primary function is to help drive adoption and use of the applications by providing direct support to physicians, clinical/office staff, patients, and family members (end-users). ASL I work effort is designed to augment software proficiency, support migration to newly-established clinical and business workflows, as well as foster completion of defined tasks required as part of adoption. ASL I will help identify, communicate, resolve and/or escalate concerns relating to the EMR and/or PHR.

What You Will Do

• Maintains a comprehensive and up-to-date understanding of the EMR and/or PHR capabilities and functionality, training curriculum, as well as associated workflows needed to successfully support end-user adoption.
• Supports practice/provider/patient activation of the EMR/PHR ensuring transition and appropriate utilization of the application.
• Coaches end-users on the applications’ functionality and how to integrate the EMR/PHR into their daily routines
• Provides Physician Support Line coverage as needed.
• Participates in end-user focus groups and complies and responds to feedback as needed.
• Acts as a liaison between end-users, IT, EMR/PHR project teams and Change Management and Training team as needed to enable software and workflow adoption. Supports EMR and PHR change management plans relating to practice and patient adoption.
• Communicates and escalates hindrances to end-user adoption. Works with appropriate internal resources to develop problem-solving capabilities and recommendations for workflow.
• Participates in unit and integrated testing of the software to ensure that the design objectives are met.
• Maintains professional image and demeanor ensuring highest levels of service quality, respect, dignity and privacy.
• Remains flexible with requirements of travel as well as work schedule which includes weekdays, evenings and weekends.
• Completes all required communication and necessary documentation in a timely manner consisting of emails, reports, checklists, issues, expenses, and escalations.
• Collaborates with EMR team on various projects, task completions, data gathering, and information compilation as needed.

Additional Responsibilities

• Manages and adheres to travel and site schedule to effectively support practices/patients.
• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

A Brief Overview

The IT Ambulatory Systems Liaison I (ASL I) functions as a team member responsible for providing activation and ongoing support of the electronic medical record (EMR) and/or the UH Personal Health Record (MyUHCare PHR) applications. The primary function is to help drive adoption and use of the applications by providing direct support to physicians, clinical/office staff, patients, and family members (end-users). ASL I work effort is designed to augment software proficiency, support migration to newly-established clinical and business workflows, as well as foster completion of defined tasks required as part of adoption. ASL I will help identify, communicate, resolve and/or escalate concerns relating to the EMR and/or PHR.

What You Will Do

• Maintains a comprehensive and up-to-date understanding of the EMR and/or PHR capabilities and functionality, training curriculum, as well as associated workflows needed to successfully support end-user adoption.
• Supports practice/provider/patient activation of the EMR/PHR ensuring transition and appropriate utilization of the application.
• Coaches end-users on the applications’ functionality and how to integrate the EMR/PHR into their daily routines
• Provides Physician Support Line coverage as needed.
• Participates in end-user focus groups and complies and responds to feedback as needed.
• Acts as a liaison between end-users, IT, EMR/PHR project teams and Change Management and Training team as needed to enable software and workflow adoption. Supports EMR and PHR change management plans relating to practice and patient adoption.
• Communicates and escalates hindrances to end-user adoption. Works with appropriate internal resources to develop problem-solving capabilities and recommendations for workflow.
• Participates in unit and integrated testing of the software to ensure that the design objectives are met.
• Maintains professional image and demeanor ensuring highest levels of service quality, respect, dignity and privacy.
• Remains flexible with requirements of travel as well as work schedule which includes weekdays, evenings and weekends.
• Completes all required communication and necessary documentation in a timely manner consisting of emails, reports, checklists, issues, expenses, and escalations.
• Collaborates with EMR team on various projects, task completions, data gathering, and information compilation as needed.

Additional Responsibilities

• Manages and adheres to travel and site schedule to effectively support practices/patients.
• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Education

• High School Equivalent / GED (Required) and
• Bachelor's Degree (Preferred)

Work Experience

• 2+ years of customer service and/or healthcare experience (Preferred)
• Epic knowledge (Strongly preferred)

Knowledge, Skills, & Abilities

• Demonstrated ability to communicate with a wide variety of end-users, at varying technology skill levels. (Required proficiency)
• Proven training skills, decisive judgment and the ability to work independently and collaboratively across department boundaries. (Required proficiency)
• Client service, communication, presentation and relationship building skills. (Required proficiency)
• Strong critical thinking and problem solving skills. (Required proficiency)
• Ability to integrate technology in a patient care setting, and function independently in a fast-paced environment,. (Preferred proficiency)
• Strong written and verbal communication and organizational skills. (Required proficiency)
• Proficiency with MS Office suite with emphasis on Power Point, Excel, Word and Microsoft Project. (Preferred proficiency)
• Knowledge of Epic or other EMR and IT systems. (Preferred proficiency)

Licenses and Certifications

• Health care professional licensure/certification (Preferred)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%

Education

• High School Equivalent / GED (Required) and
• Bachelor's Degree (Preferred)

Work Experience

• 2+ years of customer service and/or healthcare experience (Preferred)
• Epic knowledge (Strongly preferred)

Knowledge, Skills, & Abilities

• Demonstrated ability to communicate with a wide variety of end-users, at varying technology skill levels. (Required proficiency)
• Proven training skills, decisive judgment and the ability to work independently and collaboratively across department boundaries. (Required proficiency)
• Client service, communication, presentation and relationship building skills. (Required proficiency)
• Strong critical thinking and problem solving skills. (Required proficiency)
• Ability to integrate technology in a patient care setting, and function independently in a fast-paced environment,. (Preferred proficiency)
• Strong written and verbal communication and organizational skills. (Required proficiency)
• Proficiency with MS Office suite with emphasis on Power Point, Excel, Word and Microsoft Project. (Preferred proficiency)
• Knowledge of Epic or other EMR and IT systems. (Preferred proficiency)

Licenses and Certifications

• Health care professional licensure/certification (Preferred)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%

3605 Warrensville Center Road (15302)
3605 Warrensville Center Road
Shaker Heights, 44122