Systems Support Rep

In 2020 united in a fierce commitment to deliver the highest quality care and exceptional patient experience Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia Mason Franciscan Health. Our combined system builds upon the scale and expertise of our nearly 300 sites of care including 11 hospitals and nearly 5000 physicians and providers. Together we are empowered to make an even greater impact on the health and well-being of our communities.

Provides technical assistance, support and guidance to users on usage of the electronic health record (EHR) system in accordance with established internal protocols and guidelines. Work focuses primarily on ensuring that assigned work sites (e.g. hospitals, clinics etc.), 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 across the continuum of care and assisting with optimization adoption; 2) soliciting feedback, providing additional support/training and explaining/monitoring related workflow changes as necessary; 3) troubleshooting user issues and escalating more complex problems to higher-level authority in accordance with established protocols; and 4) following up regularly with department management to ensure identified issues have been resolved. Work also includes identifying areas/issues (e.g. safety/quality of care) with potential to impact organizational conformity with community standards of care for referral to the Informatics team.

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

Incumbents are responsible for maintaining current knowledge of the overall functionality of, and current workflow processes/procedures relating to EHR systems and related operations sufficient to explain significant aspects and available capabilities to users, assist user in navigating the system and to articulate common challenges and lessons learned on practical ways to overcome them. 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 to assigned work sites and an incumbent will be required to take call on a rotating basis.

Education/Work Experience Requirements:

Three years of related healthcare work experience that would demonstrate attainment of the requisite job knowledge/abilities. LPN or MA clinical experience is strongly preferred.
An equivalent combination of post-secondary clinical education may be substituted for two years of the experience requirement.
Achievement of Credentialed Trainer status with OneCare Epic Training Leadership team or Epic Certification within one year of hire.

Job Knowledge/Abilities:

● Knowledge of the electronic health record system concepts, programs and equipment and peripheral devices sufficient to perform the duties of the position.
● Knowledge of business practices and internal policies, procedures, processes and flow of data/work applicable to the assigned work unit.
● Knowledge of the standards and practices associated with effective customer service and service recovery, and of methods for eliciting factual data regarding issues/problems.