Position Summary / Career Interest:

Informatics is a capability that promotes the patient-centered value of technology through design, development, adoption and application of technology-based innovations to align to and support clinical/business operations goals and organizational targets. This role reports to Clinical Informatics and is a function within informatics focused on direct user support, responsible for providing exceptional customer service and support to multiple healthcare constituents as a primary point of contact for all technology and integrated technology needs used to deliver care to patients. Encourages, supports and practices the mission, vision and values of the organization. The goal of the Clinical Technology Liaison is to promote adoption and maximize the safe and efficient use of technology. This is accomplished through three primary functions; direct user support, (responding to and proactive assessment of) training needs, customization support of technology tailored to user needs and connecting users to the right technology support teams for problem resolution.


Responsibilities and Essential Job Functions

• Responds as first point of contact for non-emergent initial and ongoing user requests for assistance to assure care delivery and business continuity.
• Connects to appropriate support teams to resolve issues or needs, provides regular updates to user on problem resolution and collaborates with other technology teams to align efforts and technology improvement initiatives.
• Partners with department operational leader to establish super users and local knowledge base for user support.
• Provides on-boarding training support for new hires and at regular intervals until competency validation (in collaboration with preceptor for non-providers).
• Provides ongoing training support and personalization efforts for users with upgrades and changes to technology.
• Provides proactive rounding and ongoing assessments of users’ ability to efficiency use technology and promotion of key communications related to technology changes and optimizations.
• Understands the users’ area of practice, tailor personalization and align support to maximize the technology value.
• Provides formal sessions to continuously reinforce technology adoption.
• Evaluates user adoption success metrics and develops plans to improve.
• Promotes key technology messages and functionality to drive optimal outcomes.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• Associates Degree or Health Care Certification
• High School Graduate
• 3 or more years experience in relevant clinical setting or in customer service related to technology support.

Preferred Education and Experience

• Bachelors Degree

Required Licensure and Certification

• Basic Life Support Heartsaver (BLS HS) (Non-Clinical) - American Heart Association (AHA)
• EPIC Credentialing within 6 months of orientation completion; as designated by role requirements.

Knowledge Requirements

• Demonstrates knowledge of computers and desktop software
• Preferred Epic Proficiency/Certification

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.