DEPARTMENT: Information Services
SUPERVISOR'S TITLE: Director/Manager/Application Coordinator II
TITLES SUPERVISED: N/A
TOTAL NUMBER OF FTE'S DIRECTLY SUPERVISED: 0
TOTAL NUMBER OF FTE'S INDIRECTLY SUPERVISED: 0
PURPOSE OF POSITION: Participate in workflow analysis to identify application development requirements and maintain Epic software solutions utilizing a method of planning, analysis, design, building, testing, training, implementation, evaluation and documentation. Provide consultative advice and application support to employees of Cincinnati Children's Hospital Medical Center.
Support the design, development, and implementation of new and enhanced application requests. Prioritize, organize and complete assigned tasks and associated documentation upon directives from supervisor or customers. Seek the appropriate resources needed for activities with multiple tasks. Coordinate and facilitate communication between internal and external parties on assigned tasks and related issues. Effectively works with cross functional teams to ensure proper integration. Consult and support the end user community to develop and validate requirements for system solutions.
·Build / Configuration / Release Management
Gather, prepare and analyze user requirements for system design. Identify module integration impact. Complete necessary build based on design specifications. Participate in technical code review as needed. Participate in system testing and document testing outcomes. Report and assist with resolving negative outcomes identified during execution of test scripts. Facilitate proper training. Perform change management to migrate build to each environment. Coordinate build implementation. All build, configuration and release management should conform to CCHMC and/or Industry standards including user and technical documentation.
Provide technical support and problem resolution assistance for production and process issues. Demonstrate independence in troubleshooting and work flow analysis. Identify required resources to resolve application issues. Establish credibility at all levels within the department and promote a problem-solving partnership with colleagues. Document processes and create action plans detailing steps and procedures to follow. Utilize appropriate issue management and change control methods to implement system solutions. Serve as a resource person for and as a liaison between Cincinnati Children's departments and Information Services. Support departmental efforts to improve customer satisfaction. Evaluate and monitor system performance and functionality to avoid potential issues as well as gathering information for future development needs or feasibility studies.
Provide end user training required for new hires or when changes are made to existing applications/systems. Follow Project Management principles to determine training requirements for end users, design a training strategy, develop training materials, implement the training strategy, and evaluate training effectiveness. Create educational materials for end user training including, but not limited to job aides, lesson plans, quick start guides, web based training and simulations. Collaborate with other IS teams to address training issues that impact multiple modules. Assume responsibility for meeting internal and external customer needs related to application/system education. Consult with physicians, Ancillary departmental staff, clinical staff, Patient Services Leadership, Scheduling Center, Access Services and/or Information Services to ensure application training programs and materials support global and unique patient care delivery processes as needed. Maintain training environments and perform rebuild after refresh. Prioritize assigned training and education tasks and projects based upon directives from supervisor and timelines of other assigned projects.
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers. Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful and Enthusiastic team members, and Safe (CARES).
Maintain advanced knowledge and professional skills through cross training, literature and attendance at department meetings and vendor education. Keep current with the submission of departmental and hospital required documentation and completing departmental and hospital required training. Obtain and/or maintain currency in all necessary certifications (such as Epic certification) as well as demonstrate application knowledge beyond certification. Capable of effectively communicating system changes to the trainers, co-workers, and/or customers. Maintain the ability to prepare and deliver oral and written presentations as part of the analysis process. Coordinate, facilitate, and participate in project related meetings. Develop and maintain positive relationships, both internal and external to CCHMC. Motivate people and encourage teamwork. Prepare and submit detailed documentation and status reports in accordance with department standards. Perform other duties as assigned.
Skills & Competencies
Ability to work independently to develop, implement and manage projects; knowledge of the principles and concepts of project management including proficiency with relevant project management tools
·Workflow - Advanced
Advanced skills in organizational and workflow efficiency
Recognizing when sufficient information has been obtained to make a decision; evaluating available alternatives and using sound thought processes and relevant experience to make the optimal choice in a timely manner; making difficult decisions even in highly ambiguous situations
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
Effectively applying job, organization, and industry knowledge to accomplish work; providing expertise to others
Taking responsibility for guiding others' actions and providing direction to a group; stepping forward to take the lead in addressing difficult issues and making tough judgment calls
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
Pursuing work with little supervision or assistance; directing one's own efforts. Demonstrated ability to work independently and as part of a team.
Strong organizational and project management skills to handle projects independently.
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor
Prioritization and time-management skills sufficient to meet deadlines in a fast-paced environment
Ability to independently work through details of a problem to reach a positive solution
·Communication - Advanced
Excellent verbal, written and interpersonal communication skills.
·Bachelor's Degree in a related field OR Equivalent combination of education and experience
·Epic Certification in applicable module within the introductory period Preferred:
·Experience in healthcare OR Experience in Information Services