Beacon Health System

Summary

Reports to the Manger of Informatics Educators. Assists clinicians in navigating and using the electronic medical record and EHR adjacent tools. Provides onsite EHR support for end users to assist with mastery of the EHR, tips and tricks and other ad hoc training. Maintains excellent relationships with clinicians and acts in a liaison role. Conducts initial training and “at the elbow support” for new providers. Collaborates and works as part of a team with the clinical informatics educators, clinical informatics specialists and Information Systems leadership.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Provides assistance and training to clinicians related to navigating and using clinical information tools required in their care by:

• Serving as a resource to the clinicians with regards to the use and workflows within electronic health record in support of patient care.
• Utilizing knowledge of Beacon’s EHR and patient care practices; also providing computer-based training and support to clinicians.
• Participating in the assessment of clinicians' needs in the area of computer-related education, training and support including detailed information directly from clinicians regarding their needs.
• Communicating directly with clinicians and providing them with direct communication and feedback regarding clinical system related issues in order to ensure they receive the highest level of customer service, which will support them in their day-to-day activities.
• Collecting data and channeling information related to problems or potential problems within clinical systems to the staff of various departments as appropriate.

Serves as a liaison and facilitator for efforts to improve the clinicians' day-to-day utilization of clinical systems by:

• Providing onsite support for those using the electronic health record
• Eliminating barriers to assistance by building positive relationships, trust and rapport
• Assisting with the identification of clinicians' issues and intervening as appropriate to resolve or prevent the escalation of a complaint.
• Obtaining feedback, on an ongoing basis, regarding the EHR

Assists with building and maintaining effective relationships with clinicians by:

• Responding to requests in a timely manner.
• Working collaboratively with other members of Information Systems to foster excellent working relationships with end users.
• Increasing clinician efficiency, satisfaction and loyalty by building trust and confidence in the services provided by the informatics educator team
• Acting as a liaison with Information Systems (I.S.) on behalf of clinicians to communicate issues and solutions between groups.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Advocating end user engagement and fostering an environment where the EHR is utilized at the appropriate and optimal level.
• Appropriately escalating issues when the nature of an end-user interaction falls out of scope of the role of a Clinical Informatics Educator Intern.
• Assisting with activities related to training, support and improvement.
• Maintaining department records, reports and files (i.e., those related to EHR support and training activities) as appropriate.
• Completing other job-related duties and special projects as directed.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department and team meetings and is accountable for all information shared.
• Completes mandatory education, credentialing and department specific education within established timeframes.
• Completes employee health requirements within established timeframes.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere
• Cultivate human talent
• Embrace performance improvement
• Build greatness through accountability
• Use information to improve and advance
• Communicate clearly and continuously

Education and Experience

• Recent graduates preferred. Preference given to those who have experience in one or more of the following: customer service, training or teaching.

Required Knowledge & Skills

• Patience, enthusiasm, and a positive attitude
• Cultural awareness and sensitivity towards end users and fellow team members
• Strong customer service focus and interest in teaching others
• Ability to learn Beacon EHR standard training curriculum and other workflows along with the ability to refer to resources when needed.
• Ability to assess training needs to provide effective training. Demonstrates willingness to learn adult education principles and de-escalation techniques.
• Problem solving and critical thinking skills necessary to identify and escalate problems in a timely manner.
• Ability to work independently and in group settings
• Flexibility and openness to new situations
• Ability to travel to various Beacon Health System locations
• Proficient computer skills and the ability to utilize various software programs (i.e., Microsoft Office, Word, Excel, Access, etc.) and an understanding of the system capabilities and limitations.
• Demonstrates the leadership and communication skills necessary to elicit cooperation and support, as well as the ability to work effectively with users who have various levels of computer skills.
• Strong interpersonal and communication skills (both verbal and written) necessary to communicate effectively with staff and physicians to establish and maintain effective working relationships. Also requires the ability to pro-actively approach others regarding their level of understanding and educational needs.

Working Conditions

• Works in a patient care and office environment requiring the ability to prioritize workload in order to meet deadlines.
• May be exposed to biohazards.
• Work schedule may vary to meet the training needs of the various areas served.
• May experience some mental/visual fatigue due to continued use of computer equipment.

Physical Demands

• Requires the physical ability and stamina to perform the essential functions of the position such as standing and walking for long periods of time.