Senior Provider Solutions Specialist

Introduction

Do you want to join an organization that invests in you as a(an) Senior Provider Solutions Specialist? At HCA Healthcare, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Benefits

HCA Healthcare, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Senior Provider Solutions Specialist like you to be a part of our team.

Job Summary and Qualifications:

The Senior Provider Solutions Specialist serves as a lead and subject matter expert for Provider Solution Specialists in he integral role for HCA IT&S. Using a balanced combination of customer service, project management, sales, leadership, training, and technology skills, and this role serves as a zone lead that will coordinate training and support resource for providers in the healthcare setting. The role requires working closely with providers, but also involves working with an ecosystem of healthcare professionals including provider office personnel, Medical Staff Office, Provider Relations, Clinical Services, facility leaders, and others. Responsibilities include assisting providers throughout the healthcare continuum from the introduction to adoption and advancing utilization of HCA technologies. Duties also include ensuring providers (and personnel) have training and instruction on how to access and effectively utilize healthcare technologies and responding to, triaging, and delivering seamless coordination for provider support needs. The Provider Solutions Specialist will maintain collaborative relationships and engage across business units to enhance the provider experience with technologies and communicate key provider technology enablers. This role is responsible for understanding the dynamic landscape of Health IT, various digital access points, and common clinical workflows.

Supervisor (Varies by Division):

x Director, Physician Support

x Manager, Physician Support

x Director, Application Services

Supervises: None

Duties Include, and are not limited to:

SUPPORT:

1. Implementation/Change Management:

a) Leads and facilitates in implementation and support of systems and technologies deployed to physicians

and physician offices.

b) Provides Training and first level support for dictation and voice recognition technologies.

c) Leads as a subject matter expert for installs and supports IT&S software per HCA and Division IT&S

standards and guidelines, focusing on products HCA provides to support the physician community.

d) Collaborates and leads discussions that promote process changes that improve the implementation,

maintenance, and support of provider-facing equipment and technologies.

e) Leads and monitors progress in testing physician-related systems for facility-specific requirements.

f) Leads discussions and makes group recommendations to develop and deploy best practices for

physician support.

2. Support Requests:

a) Proactively leads and rounds in the facility and physician practices to ensure physician support needs

are identified.

b) Provides physician technology support to facility-based and referring physicians.

c) Coordinates physician and physician office service requests and incident resolutions through the

Division Service Desk. Reviews problem tracking databases and has the ability to track and analyze

metrics.

d) Documents interactions with physician and physician team to confirm needs are met and report issues

to other teams.

e) Analyzes and provides hands-on support for moderate to complex inquiries. Identifies and facilitates

discussions with appropriate technical group or vendor to resolve the problem and coordinates as

needed.

f) Monitors and communicates trends and issues that may affect administration/physician relationships.

HCA-IT&S, Inc.

g) Provides timely response and resolution to provider issues identified and reported in GrowthLink, as

applicable.

h) Provides on-call support as needed.

i) Serves as a lead or subject-matter expert for provider support to the Service Desk Community.

3. Access:

a) Collects, validates, and appropriately routes documentation to support system access, confidentiality,

information protection and security compliance.

b) Assures providers and staff have access to appropriate patient data.

c) Promotes system security and patient confidentiality and helps ensure compliance.

d) Leads or facilitates access review audits.

e) Tracks, monitors, and enhances provider utilization of HCA technologies, by offering at the elbow

support and one-on-one training.

4. Partnerships:

a) Contributes to division and facility strategic planning with regard to physician product lines.

b) Acts as an advocate to Provider Support Specialists for physicians and physician office staff needs.

c) Provides an overview of provider-facing technology solutions to Provider Relations team.

d) Serves as a subject matter expect for all new provider-related applications.

e) Leads discussions with Provider Relations and Medical Staff Teams to ensure the accuracy or physician

data and physician group listings in HCA systems.

TRAINING:

1. Responsible for leading, planning, coordinating, developing, tracking and delivery of training for providers,

hospital business partners, and physician office staff on new and current applications and workflows.

2. Develop, maintain and customize educational material for new HCA IT&S solutions and application

enhancements to reflect facility or physician-specific needs.

3. Prepare and deliver presentations, demonstrations, train-the-trainer, and special training courses as needed.

4. Ability to train in a multitude of settings and leverage existing technology to meet the needs of the audience

or customer base.

5. Ability to coordinate and execute group testing procedure training plans, conduct pilot trainings, and provide

feedback to project lead to better serve our HCA business partners.

6. Ability to learn application functionality in order to effectively train others in how to install and manage the

application on their own device.

CUSTOMER SERVICE:

1. Partners with facility and division colleagues to enable a successful physician experience and foster

improved customer service interactions

2. Effectively communicates with customers, maintaining positive body language with confidence and patience.

3. Follow up, post issue resolution, to complete customer service cycle

4. Seeks feedback though customer interaction to identify areas of improvement

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Organizational

a) Organize/prioritize tasks and maintain attention to detail

b) Willingness to update job skills in a changing environment

c) Flexibility to manage unanticipated changes

d) Adaptable to changing environment of the healthcare industry to physician support

2. Leadership

a) Possess well-developed leadership skills

b) Professional attitude and appearance

c) Self-motivated and goal oriented

d) Works independently with general supervision

e) Acts as a resource for colleagues with less experience

3. Communication

a) Demonstrated ability to lead group discussions with clinical and information technology personnel

verbally and writing

HCA-IT&S, Inc.

b) Proven customer-facing teaching abilities

c) Exchange information across department lines; working inside peer groups, facilitates Market

communication, receiving guidance from supervisor.

4. Customer Service

a) Broad experience in providing high-level service

b) Lead discussions around providing quality customer service, orientation and/or training

5. Relationship Building

a) Demonstrated ability to establish and build strong relationships among facility leadership, physicians,

and end-users.

b) Ability to work well with others and lead focused discussions that facilitate promote growth between

business partners.

6. Problem Solving

a) Analyze and handle multiple duties simultaneously and exhibit initiative

b) Extensive understanding of workflow and how systems are used in physician practices

c) Work assignments are more varied and more complex

d) Knows and applies the fundamental concepts and principles gained through experience to solve a range

of advanced/complex problems, taking a new perspective using existing solutions

7. Clinical/Technical

a) Extensive experience supporting clinical applications with physicians

b) Broad expertise in using clinical information systems

c) Demonstrated advanced computer skills

8. Healthcare Inspiration:

a) Knows technology improves the patient experience

b) Believes clinicians care for people better when armed with the right technology

c) Provides tools caregivers need to do their best work

d) Sees that technology applied to healthcare is meaningful... it matters

Education:

College graduate or advanced course studies or related experience with 3-5 years previous experience in healthcare

related field preferred

ITGtransforms healthcare and gives peoplehealthier tomorrows. We deliver information technology strategy, support, and solutions. ITG improve and enhance patient care and business operations. We deliver services at administrative locations, data centers, and hospitals. The facilities we support are located in 20+ states and the United Kingdom. Our team works tomove healthcare forward. We do this by seeking, embracing, developing, and delivering technology for patient care.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Across HCA Healthcare’s more than 2,000 sites of care, our nurses and colleagues have a positive impact on patients, communities and healthcare.
Together, we uplift and elevate our purpose to give people a healthier tomorrow."- Jane Englebright, PhD, RN CENP, FAAN
Senior Vice President and Chief Nursing Executive

If you find this opportunity compelling, we encourage you to apply for our Sr Provider Solutions Specialist opening. We promptly review all applications. Highly qualified candidates will be directly contacted by a member of our team.We are interviewing apply today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.