Informatics Coordinator

The Chattanooga Heart Institute offers the most comprehensive cardiac care available in this region. Founded in 1976 we now have six offices in Tennessee and one in Georgia. Our practice is made up of 29 board-certified cardiologists and  three cardiothoracic surgeons. We merged with CHI Memorial Health Care System in 2011 which is part of CommonSpirit Health. CommonSpirit has more than 700 care sites across the U.S. and is committed to building healthy communities.

Job Summary:

Provides user support and guidance on the usage of the electronic health record (EHR) system, other clinical applications, and associated established clinical work-flows in accordance with established internal protocols and guidelines.  Work focuses primarily on ensuring assigned work sites, existing and newly acquired, have the knowledge and understanding necessary to fully utilize system functionality to meet patient care standards and operational needs.

Work Includes:

1. Providing direct support for providers and clinicians in the ambulatory setting to assist  with system adoption and optimization.
2. Soliciting feedback, providing additional support/training and explaining/monitoring related work-flow changes as necessary.
3. Troubleshooting user issues and escalating complex problems or areas/issues (e.g. safety/quality of care) that may impact organizational conformity with community standards of care ot higher-level authority in accordance with established protocols.
4. Following up regularly with department management to ensure identified issues have been resolved.

Incumbents have daily contact with providers/employees with varying levels of computer sophistication, In responding to the need for support, the incumbent must listen carefully to the user, ask pertinent questions to diagnose the nature of the problem, and utilize available resources to determine the best approach for resolution.  Considerable tact is required for interacting with users who may be experiencing frustration.

Incumbents are responsible for maintaining current knowledge with the overall functionality of, and current work-flow process/procedures relating to t he EHR systems and related operations.  This knowledge is critical to sufficiently articulate new system functionality and practical ways to overcome common challenges.  Work requires strong customer service, communication, problem-solving and troubleshooting skills, as well as the ability to keep abreast of new system technologies/applications and changing organizational needs, objectives and priorities.

Work requires regular travel between assigned work sites.

Essential Responsibilities:

• Rounds regularly at assigned work sites and serves as a point of contact for end users.  Answers questions, providers new process and work-flow training.  Troubleshoots/identifies/resolves issues within defined scope of responsibility and in accordance with established procedures.
• Identifies complex issues and brings those concerns to the appropriate management team for further review and escalation to maintain conformity to communicate standards of care.
• Identifies and documents common themes in support or training gaps and assists with work-flow development and modification.
• Shadows end users to gain an understanding of the challenges from the user's perspective.  Collaborates with other support resources to coordinate the development and implementation f targeted support plans.  Confirms the additional support/training given is appropriate to facilitate the work-flow adoption for effective patient care.
• Participates in operational dress rehearsals and go live/stabilization/optimization elbow support for users to successfully adopt processes and system work-flows.
• Works closely with operations and other resources to plan and participate in individual new hire and clinic acquisition on-boarding support strategies.
• Participates in the review and assessment of adoption risks and assist with deployment of mitigation strategies in sync with national efforts.
• Masters all competencies and maintains ongoing relationships with credentialed trainers to stay abreast of current training tools, changes, alerts, adn efficiency tips.
• Supports an environment of proactive service recovery. 
• Collects feedback related to the clinical systems and follows up regularly to ensure identified issues have been resolved.
• Attends meetings as assigned.
• Participates in system testing as needed.
• Identifies break/fix issues and utilizes appropriate escalation paths for resolution as appropriate.
• Guides and acts as a resource for providers and clinic managers in understanding reports and dashboards for measuring pertinent KPI (key performance indicators).  Assists in personalizing those reports as necessary.

Education/Experience:

• High school diploma or equivalent.
• Two years clinical and/or informatics experience.