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Epic Customer Engagement Specialist II - THCDS

Texas Health Resources • Plano, TX • 1d ago

Epic Customer Engagement Specialist II - Texas Health Center for Diagnostics and Surgery

Bring your passion to Texas Health so we are Better + Together

Work location:** Texas Health Center for Diagnostics 6020 West Parker Road Plano TX 75093

Work hours: Full Time Days (Monday - Friday, 7:00am-4:00pm) for 40 hrs/week.

Texas Health Center for Diagnostics and Surgery highlights:

Supportive and transparent leadership Hospital based role working directly with physicians, LIPs, and other clinical staff providing training & support Inclusive, safe and supportive team environment

Here's What You Need

Education

H.S. Diploma or Equivalent (Required) And Associate's Degree In Computer Science, Information Technology, Business, Healthcare, or relevant field. Nursing degree preferred. 2 Years Relevant IS/healthcare related experience in lieu of a degree. (Required) And Bachelor's Degree In Computer Science, Information Technology, Business, Healthcare, or relevant field. Nursing degree preferred. (Preferred)

Experience

5 Years Relevant IS/healthcare related experience required with no degree. (Required) or 5 Years Relevant IS/healthcare related experience required with an Associate's degree. (Required) or 1 Years Relevant IS/healthcare related experience required with a Bachelor's degree. (Required) and 2 Years Experience using and/or supporting an electronic health record (EPIC). (Highly Preferred)

Licenses and Certifications

Epic Certification (Preferred)

What You Will Do

Customer Engagement provides end user support to Physicians and Clinicians for all clinical applications including the core clinical centerpiece (Electronic Health Records, "EHR").

Provide instructor led training to newly credentialed physicians, anesthesiologists, and allied health professionals. Provide at the elbow training to all CareConnect (Epic) users by providing answers to questions during rounding or in response to specific requests. Provide topical training to fill in knowledge gaps. Facilitate understanding of both clinical and technical aspects of CareConnect. Review ongoing CareConnect changes with customers and discusses impacts to their workflows during rounding, meetings, small group or one on one interactions. Educate end users on impact of new version release upgrades and interim updates. Develop supplemental training tools for customers such as tip sheets, pocket guides, PowerPoint presentations, email communications, and flyers. Provide optimization of CareConnect by observing customer usage through rounding or other methodologies and works with individuals or small groups to promote best practice usage of CareConnect to obtain higher levels of access, quality, efficiency and safety. Follow up initial training with individual optimization - setting up system lists, reports, order set favorites and defaults, note documentation, and order preferences per provider specialty. Works with special interest groups or specified departments to coordinate clinical and technical workflows. Provide support by understanding and articulating CareConnect modules, activities, and workflows to end users. Troubleshoot problems or questions from end users to provide education and solutions. Adhere to THR and ITS policies, procedures, and standards. Offer fresh insights to help others overcome mental blocks and think creatively. Challenge others to think through implications, generate possibilities, and develop solutions. Consider the ideas, needs and suggestions of team members. Provides after hours on call support to inpatient providers. Provide system-wide project go-live floor support to meet ITS objectives. Manage request and incident tickets consistent with established ITIL processes working with second level of support and or ancillary teams as needed. Promote CareConnect changes and workflows to increase awareness and gain customer acceptance and adoption by attending department, specialty, administrative, or special interest entity-based meetings. Contributes to the dissemination of roll out information for various IT applications and services that benefit the customer. Recruit and promote customer attendance and participation at forums and optimization sessions. Adhere to THR and ITS policies, procedures and standards with minimal supervision. Offer fresh insights to help others overcome mental blocks and think creatively. Challenge others to think through implications, generate possibilities and develop solutions. Consider the ideas, needs and suggestions of other group members. Prioritize work appropriately, carrying out assignments with the appropriate level of direction and completing tasks within deadlines.

Additional perks of being a Texas Health Customer Engagement Specialist

Benefits include 401k, PTO, medical, dental, Paid Parental Leave, flex spending, tuition reimbursement, student Loan forgiveness as well as several other benefits. Delivery of high quality of patient care through nursing education, nursing research and innovations in nursing practice. Strong Unit Based Council (UBC). A supportive, team environment with outstanding opportunities for growth. Learn (https://jobs.texashealth.org/why-texas-health/) more about our culture, benefits, and recent awards.

Do you still have questions or concerns? Feel free to email your questions to recruitment@texashealth.org .

LI-JL1

Texas Health requires a resume when an application is submitted.Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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