Provider Solutions Specialist

Introduction

Do you want to join an organization that invests in you as a(an) Provider Solutions Specialist? At HCA Healthcare, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Benefits

HCA Healthcare offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Provider Solutions Specialist like you to be a part of our team.

Job Summary and Qualifications

The Provider Solutions Specialist II (PSS II) applies advanced knowledge to problem resolution for physician-facing technologies. They serve as an escalation point for PSS level roles and physician facing technologies, assisting with resolution of issues requiring deeper knowledge, skills, or vendor/developer assistance. The role also serves as a key contributor regarding process improvements, best practices, and enhancing the physician experience. They are skilled in training others including internal teammates and other enterprise colleagues. They actively participate in assigned projects and actionable results. The role may assist in team education of regulatory and governmental compliance as needed. The PSS II works with an ecosystem of healthcare professionals including providers, practice staff, hospital personnel, and internal team members to actively engage in workflow analysis, testing, training, implementation, support, and optimization technologies. They maintain collaborative relationships and engage across business units to enhance the provider experience. This role is responsible for understanding the dynamic landscape of Health IT, various digital access points, and clinical workflows. SUPERVISES: None 

GENERAL RESPONSIBILITIES:

SUPPORT: Implementation/Change Management: 

• May lead and facilitate implementation and support of systems and technologies deployed to physicians and physician offices. 
• Provides training and first level support for dictation and voice recognition technologies. 
• Plans, organizes, and independently conducts optimization efforts and actively supports and promotes system standardization, utilization, and best practices. Provides critical thinking skills in analyzing and supporting optimizations with minimal guidance. 
• Executes implementation approaches, including risk and issue identification, mitigation, and resolution. Provides critical thinking skills in analyzing and supporting implementations with minimal guidance. 
• Contributes as a subject matter expert for installation and support of software per HCA and Division ITG standards and guidelines, focusing on physician community products. 
• Collaborates on and recommends process changes that improve the implementation, maintenance, and support of provider facing equipment and technologies. 
• Leads and monitors progress in testing physician-related systems for location-specific requirements. 
• May work with or participate with integrated support teams to address software functionality, content, and defect resolution updates. 
• Participates with peers to develop and deploy best practices for physician support. 

Support Requests: 

• Proactively leads and rounds in the facility and physician practices to ensure physician support needs are identified and addressed. Documents interactions with providers to confirm needs are met, reporting issues to other teams as needed. 
• Provides direct support of physician-facing technologies and solutions. 
• Coordinates physician and physician office service requests and incident resolutions through the Service Desk. Reviews problem tracking databases. 
• Conducts problem analysis, timely and accurate resolution, and root cause analysis for intermediate issues and requests. Analyzes and provides hands-on support for moderate to complex inquiries. Identifies and facilitates discussions with appropriate technical groups or vendors to resolve the problem and coordinates as needed. 
• Monitors and communicates trends and issues that may affect administration/physician relationships. 
• Escalates and works with enterprise subject matter experts and support team resources to manage resolution of issues and requests associated with physician-facing technologies and solutions. 
• Provides timely response and resolution to provider issues identified and reported in as applicable. 
• Provides on-call support as needed. 
• Serves as a subject-matter expert to the Service Desk for physician-facing technologies and solutions. 

Access: 

• Possesses an understanding of system access and information protection standards and processes to offer guidance and instruction to providers and practice personnel regarding physician-facing technologies and solutions. 
• Collects and routes non-standard access requests or issues to governing teams for consideration. Provides timely feedback and outcomes. Assures providers and staff have access to appropriate patient data. 
• Promotes system security, information protection, and patient confidentiality and helps ensure compliance. 
• Researches new security requests, applications, and issues to ensure compliance. 
• Enhances provider utilization of HCA technologies, by offering at the elbow support, one-on-one training, and support. Identifies and escalates recorded and other non-human training needs appropriately. 
• As directed, conducts or assists with access reviews and audits. 

Partnerships: 

• Collaboratively works across the healthcare setting to promote and advocate tools, patient experience efforts, clinical quality initiatives, certification and regulatory requirements. 
• Collects and provides feedback to integrated teams on provider and office staff needs for physician-facing technologies. 
• Contributes to division, market, and facility strategic planning with regard to physician product lines. 
• Acts as an advocate for physicians and physician office staff needs. 
• Provides an overview of provider-facing technology solutions to Provider Relations team. 
• Serves as an advanced knowledge resource for all new provider-related applications.

TRAINING: 

• Responsible for leading, planning, coordinating, developing, tracking and delivery of training for providers, business partners, and physician office staff on new and current applications and workflows in a multitude of settings utilizing existing technology. 
• Collaborates with colleagues to design, develop, and implement education and training materials for physician-facing technologies and solutions. 
• Develop, maintain, and customize education and training material for new solutions and application enhancements to reflect provider, office staff, and business needs. 
• Prepare and deliver presentations, demonstrations, train-the-trainer, and special training courses as needed. 
• Coordinates and executes training plans, conducts pilot trainings, and provides feedback to project leads to better serve our business partners. 
• Coordinates, plans, and executes training and onboarding of new team members in physician facing technologies or other systems. 

CUSTOMER SERVICE: 

• Partners with leadership and colleagues at all levels to successfully foster premier customer service interactions for physicians and staff. 
• Effectively communicates with customers, maintaining professional executive presence in virtual and in-person environments. 
• Completes the customer service cycle ensuring full resolution and post issue follow-up. 
• Seeks feedback though customer interaction to identify areas of improvement. 

ITG transforms healthcare and gives people healthier tomorrows. We deliver information technology strategy, support, and solutions. ITG improve and enhance patient care and business operations. We deliver services at administrative locations, data centers, and hospitals. The facilities we support are located in 20+ states and the United Kingdom. Our team works to move healthcare forward. We do this by seeking, embracing, developing, and delivering technology for patient care.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Provider Solutions Specialist opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!

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.