Senior Provider Solutions Specialist

Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a(an) Sr Provider Solutions Spec today with HCA Healthcare.

Job Summary and Qualifications

The Senior Provider Solutions Specialist serves as a subject-matter expert for physician-facing technologies. They serve as an escalation point for junior 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 specialist regarding process improvements, best practices, and enhancing the physician experience. They are highly skilled in training others including internal teammates and other enterprise colleagues. They actively participate in assigned projects and actionable results. The role assists in guiding team education of regulatory and governmental compliance as needed.

The Senior works with an ecosystem of healthcare professionals including providers, practice staff, hospital personnel, and internal team members to provide 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 complex clinical workflows.

Implementation/Change Management:

• May lead and independently conduct EHR implementations for providers and practices (new start-ups and acquisitions).
• Provides training and second 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 complex optimizations.
• Consistently executes implementation approaches, including risk and issue identification, mitigation and resolution. Provides critical thinking skills in analyzing and supporting complex implementations.
• 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 promotes process changes that improve the implementation, maintenance, and support of provider facing equipment and technologies.
• Supports and assists with testing of application functionality; assists in interpretation of test plans, troubleshooting, and integration points.
• Works with integrated support teams to address software functionality, content, and defect resolution updates.
• Leads discussions and makes group recommendations 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 provider and practice 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 complex 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/provider relationships, regulatory compliance, and quality initiatives.
• Escalates and works with enterprise subject matter experts and support team resources to identify trends and manage resolution of issues and requests associated with physician-facing technologies and solutions.
• Provides timely response and resolution to provider issues identified and reported as applicable.
• Provides on-call support and team on-call backup as needed.
• Serves as a subject-matter expert to the Service Desk for physician-facing technologies and solutions.
• Leads and mentors junior PSS roles in service management operational policies and best practices, contributing to enterprise and IT service management goals.

Access:

• Possesses a mature 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, validates, and appropriately routes documentation to support system access, confidentiality, information protection and security compliance.
•  Promotes system security, information protection, and patient confidentiality and helps ensure compliance.
• Researches new security requests, applications, and issues to ensure compliance.
• Tracks, monitors, and enhances provider utilization of HCA technologies, by offering at the elbow support and one-on-one training. Identifies and escalates recorded and other non-human training needs appropriately.
• As directed, conducts or assists with access reviews and audits, ensuring timely completion.

Partnerships:

• Collaboratively works across the healthcare setting to promote and advocate tools, clinical quality initiatives, certification and regulatory requirements, and provide input on patient experience and operational strategies.
• Trends feedback to integrated teams on provider and office staff needs for physician-facing technologies.
• Contributes to Corporate, Division, and Market strategic planning with regard to physician product lines and physician facing technologies and solutions.
•  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 a subject matter expert for all new provider-related applications.
•  Assists the manager in development of business cases for new solutions as assigned.

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.
• Prepares and delivers 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 and pursue solutions for improvement opportunities.

Organizational:

•  Proven ability to organize/prioritize tasks and maintain attention to detail
•  Flexibility to manage unanticipated changes and provide a positive voice during periods of change
•  Adaptable to changing environment of physician support in the healthcare industry

Leadership:

•  Demonstrated refined, highly-developed leadership skills
•  Professional attitude and appearance
• Self-motivated and goal oriented
• Works independently; receives minimal guidance.
• Acts as a mentor and provides thought direction
• Acts as a leader within the work group. Functions as an expert for assigned applications. 

Communication:

• Demonstrated ability to lead group discussions with clinical and information technology personnel, verbally and in writing
• Delivers information in a clear, concise, and compelling manner to effectively engage others and achieve desired results
• Advanced customer-facing teaching abilities
• Exchanges information across departments, organization, & enterprise. Communicates independently, with a thorough understanding of subject/topic, sharing technical expertise or providing direction/instruction.
• Self-develops a network of relationships across multiple business areas. • Assists with elevating team and others' understanding of regulatory and governmental compliance.
• Escalates questions as appropriate.

Customer Service:

• Demonstrated customer service excellence
• Broad, advanced experience in providing high-level service to providers, clinicians, & administration
• Lead discussions around providing quality customer service, orientation and/or training

Relationship Building:

• Demonstrated ability to establish and build strong relationships among all company levels, including providers and practice personnel.
•  Ability to work well with others and lead focused discussions that facilitate/promote growth between business partners.
• Demonstrated fostering of positive, collaborative team culture
• Demonstrates conflict resolution abilities

Problem Solving:

• Analyze and handle multiple duties simultaneously and exhibit initiative
• Extensive understanding of workflow and how systems are used in facilities and physician practices
• Work assignments are advanced/complex in nature; accountable for all assigned projects • Uses best practices and in-depth knowledge and experience; applies expert analytics and/or technical interpretation to provide highly creative solutions.

Clinical/Technical:

•  Mature understanding of application support processes and workflows preferred
• Extensive experience supporting providers, office staff, applications, and information systems
• Broad expertise and/or understanding of information systems, technology, and integrations
• Understands and applies pertinent regulatory guidelines and government programs
• Demonstrated advanced computer skills

What qualifications you will need:

EDUCATION:  Bachelor’s degree preferred or equivalent work experience.

EXPERIENCE:  Five or more years previous experience in healthcare related field preferred. • Proficiency in applications support, ambulatory EHR or integrated applications preferred

CERTIFICATE/LICENSE: N/A

Occasional/ Intermittent Travel Required

3 years experience Required Years of Experience

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 benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• 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
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• 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.

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.

"The great hospitals will always put the patient and the patient's family first, and the really great institutions will provide care with warmth, compassion, and dignity for the individual."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Sr Provider Solutions Spec opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!

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.