Covenant Health

Senior Informatics Liaison, IT Care manager Support

Full Time, 80 Hours Per pay Period, Day Shifts

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times.

Position Summary:

Under minimal direction, the Informatics Liaison serves as the principal contact point for providers and clinicians who access Covenant networks and systems. Primary responsibilities consist of providing physicians, mid-level providers, and clinicians with exceptional support so as to ensure they have the tools and knowledge necessary to use established and future clinical applications in a productive and efficient manner. The Informatics Liaison provides both facility and virtual-based oversight for the coordination and implementation of education and support as a representative of the Clinical Informatics and Virtual Health Teams. An Informatics Liaison may be dedicated to a specific facility/practice or may operate across a geographic zone and serve multiple venues. Ideal candidates will be self-motivated, a team-player, persistent, and able to deliver quality work with excellent organization, problem solving, and communication skills.

apply@covhlth.com

• Responsible for the training and continuing education of all current and future clinical workflow applications, related software and processes, to medical providers and/or clinicians using supplied education materials. Exhibits understanding of clinical needs, practice patterns, and workflow in hospital and practice based settings.
• Performs preventative maintenance on equipment related to clinical access. Assists in testing clinical systems for facility-specific requirements and recommends practice changes that improve the implementation, maintenance, and support of equipment and software. Promotes system and technological security to maintain compliance.
• Monitors and communicates trends and issues that may affect usage of applications. Analyzes and revises existing system logic difficulties and documents as necessary. Analyzes and provides hands-on support for complex technical inquiries. Determines appropriate technical area to resolve the problem and coordinates with other technical areas, as needed. Provides at the elbow support for technology and application support to facility-based providers during working hours.
• Prepares detailed specifications through governance participation and workflow expertise from which applications may be configured, tables built, and scripts or programs written. Documents and completes necessary paperwork for all requests and incident resolutions through the appropriate method to facilitate services needed and to track services rendered through regular reports of activities. Acts as an advocate and serves as a liaison for provider and/or clinical needs. Processes complaints and concerns and communicates those to appropriate areas/departments.
• Exhibits an ability to communicate knowledgeably with clinical and information technology personnel. Develops and maintains deep understanding (application and technical environment) of products in order to effectively support customers. Works with application personnel to design and code enhancements to applications. Acts as customer advocate with application development.
• Formulates and defines scope and objectives based on user needs. Devises and modifies solutions to solve highly complex problems considering technical environment and business needs. Leads application go-live/implementation efforts, communication efforts regarding upgrades and modifications, and quarterly maintenance releases. Oversees a small project or phases of a larger project. Responsible for coordinating activities of a project team, identifying appropriate resources needed, and developing schedules to ensure timely completion of a project. Participates in information technology meetings and conducts presentations as needed and requested.
• Documents specifications including job flows and data flows. Responsible for quality control and auditing of databases to ensure accurate and appropriate use of data. Works directly with users of data to resolve data conflicts and inappropriate data usage. Facilitates timely information gathering and follow up to requests and incidents.
• Demonstrates an ability to establish and build strong relationships across a broad range of personality types. Exhibits strong team player skills to assist the team to achieve its goals.
• Provides on-call support and participates in special projects as needed.
• Assists in scheduling and coordination with patient and clinicians of virtual health visits.
• Provides technical management of virtual health visits.
• Responsible for device and inventory management in relation to informatics and virtual health assets.
• Facilitates data capture and management related to virtual visits (i.e., Charge Captures).
• Responsible for communication related to process improvement and customer/provider satisfaction.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Minimum Education:           

None specified; however, must be sufficient to meet the standards for achievement of the below indicated license and/or certification as required by the issuing authority.

Minimum Experience:         

Minimum of five (5) years Information Systems or five (5) years relevant functional area. Requires demonstrated deep understanding of technical computer operations in a client/server environment (for assigned applications). Two (2) years of IT project management experience.

Licensure Requirement:      

Professional/clinical licensure (RN, ARRT, etc.) is required based on assigned applications.