Customer Information Center Supervisor jobs in Columbia, SC

Job Summary

Designs course curriculum and training environments, credentials other trainers, and delivers instruction ensuring effective orientation and optimization of clinical information systems. Liaises with operational leadership, end users, application and technical teams. Participates in analysis, design, testing and support of software and workflows to meet clinical objectives including project plan development and tracking. Serves as primary response for physician/advanced practitioners.

Minimum Qualifications

Minimum Education: High School Diploma or Equivalent
Minimum Years of Experience: 5 Years of related experience with a combination of clinical and IT experience
Substitutable Education & Experience (Optional): 5 Years of related experience can be substituted for the following: Associate's Degree or certification in area of clinical practice and 3 years of experience; Bachelor's Degree in Nursing or other related clinical field and 2 years of clinical experience in healthcare environment.
Required Certifications/Licensure: Must be willing to obtain certification in EPIC application and training within 6 months of position and maintain active certification.
Required Training: Experience in IT as analyst or trainer in a medium to large organization;
Experience with physician/advanced practitioner clinical information systems support; Experience in project management, instructional design, presentation, and implementation of an EHR; Proficient in use of clinical information systems in and Microsoft Office solutions.

Essential Functions

• Utilizes in-depth understanding of workflows, policies and procedures, patient care/ clinical business processes, regulatory requirements, and best practices to:
  • Analyze existing practices by facilitating communication, cooperation, and information from key users, ensuring patient safety and best practices throughout the organization.
  • Identify/field opportunities for optimization.
  • Participate in inquiry, data analysis, system validation.
  • Recommend solutions including system and workflow design/ redesign.
  • Abstract up low level details to relay general understanding in end user and leadership communications.
  • Effectively design and adjust training plans as well as deliver instruction.
• Translates complex cultural, operational, and technical components into “common sense” concepts.
• Works collaboratively with system analysts, subject matter experts, and other team members to identify opportunities for improvement and enhanced functionality.
• Communicates to multidisciplinary areas. Responds professionally, in a timely manner, with respect to customer organizational culture.
• Participates and supports project and team goals, objectives and timelines working with a sense of urgency and accuracy.

Duties & Responsibilities

• Serves as project champion and liaison to promote the integration of technology into clinical and business setting.
• Develops training plan and designs instruction for end users to ensure effective orientation and optimization of the software.
  • Initiates and maintains project plan documentation, manages implementation, drives communication updates.
  • Monitors training, providing metrics and recording completion.
  • Provides feedback on learning needs and uses aggregate data to redesign program content, instruction styles and materials.
• Delivers instruction via a variety of means incorporating scenario based, competency based methods based in adult learning theory.
• Performs the Credentialing of other trainers.
• Provides user support:
  • Pays keen attention to opportunities gain efficiencies and improve patient care.
  • Escalates issues to appropriate support teams.
  • Serves as primary response to physicians/ advance practitioners.
• Participates in and supports change management process.
• Adapts and makes forward progress in environments of ambiguity and frequent change.
• Successfully engages in multiple initiatives simultaneously.
• Adheres to LMC Service Expectations as demonstrated through positive patient experiences and interactions with staff.
Performs all other duties as assigned.