IT Customer Success Specialist - Clinical

The Customer Success Specialist-Clinical serves as a liaison between the clinical users and the Information Technology department aimed at promoting a culture of collaboration, innovation, and creativity between them. The CS Specialist partners with the clinical users in identifying their needs (people, process, technology) and translating it into electronic processes or tools that will improve the delivery of healthcare services to our patients.

Job Relationships
Reports directly to the IT Digital Transformation Manager.

Principal Responsibilities

• Serves as the main point of contact between IT and providers, nurses, PT, radiology, and other departments that rely heavily on IT for clinical operations.
• Develop a partnership with the clinical leadership in developing new initiatives and determine how they fit into the organization's business capability and strategic vision.
• Develop a process that will promote bidirectional communication between IT and the clinical users regarding their needs, issues, and other matters that can impact the delivery of healthcare services to our patients.
• Engage with project and program leads from each clinical unit to ensure a thorough understanding of the changes, projects, and other initiatives that will impact the clinical area.
• Initiate continuous coordination with the project management office to ensure that all projects involving the business units are properly communicated and that all project decisions made reflect the needs of its users.
• Coordinate with the Digital Transformation team in formulating responsive and appropriate transformation strategies to ensure optimal buy-in from the clinical users.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training and accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

Education/Experience

• Bachelor's degree in Nursing or any allied health degree required.
• 2- 5 years of clinical experience preferably in an ambulatory setting (clinic, ambulatory surgery center, urgent care).
• 2-5 years of experience in supporting any clinical application (Touchworks experience preferred).

Knowledge, Skills and Abilities

• Strong ability to use Microsoft Office core applications (Word, Excel, Powerpoint, Outlook, Teams).
• Should have an inherent passion for technology, business processes, operational efficiency, automation, and other related concepts.
• Self-starter and with the ability to thrive in a new and unknown environment and or ever-shifting priorities.
• Possess effective skills in developing relationships with organizational leadership, business/clinical users, and other stakeholders in gathering support for any IT related projects and initiatives.
• Has an in-depth understanding of the importance of customer satisfaction in the successful execution of any project.
• Proven skills in effectively leading and facilitating meetings.
• Openness to learning new skills and willingness to undergo training that the direct supervisor will identify.

Working Environment

• Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• This job operates in a professional office environment.

PHI/Privacy Level
HIPAA1