Senior EMR Provider and Staff Specialist

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of diverse individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and where your diversity of culture, thinking, learning, and leading is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

HealthIT Community Connect Relationship Mgmt

Job Summary:

Epic Community Connect is a program offered by Epic and is a newly established enterprise program at Vanderbilt University Medical Center (VUMC). The Community Connect program enables VUMC to extend our instance of Epic to community physicians and/or hospitals across the region. The Senior EMR Provider and Staff Specialist for the Community Connect program will assist with go-live preparations and provide post-activation support for Community Connect hospitals and physician practices. This role is crucial in ensuring customer satisfaction with the VUMC Community Connect Program. This role will act as a mentor and team lead for the EMR Provider and Staff Specialist team. In addition, develop and maintain Super User programs, develop ongoing optimization training, and create ongoing communication for Connect sites.

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Key Responsibilities:

• Act as a mentor and team lead for the EMR Provider and Staff Specialists team.

• Provides high quality support for clinical and operational issues for physician practices and hospitals within the Epic Community Connect program.

• Cultivate a collaborative and effective environment through positive and productive relationships with customers.

• Partner with the Senior Customer Relationship Manager to plan, prepare and conduct Community Connect user group focus meetings, which include but are not limited to issue discussion, lessons learned, communication and upgrade planning.

• Escalates issues to the Senior Customer Relationship Manager as they arise.

• Assist Senior Customer Relationship Manager with creating the Super User program, operational readiness activities, log-in labs, etc. for new implementations.

• Maintain the Super User Program after go-live.

• Provides ongoing support to clients during the post go-live phase by managing change requests and resolving issues. Regularly visits each assigned Community Connect site to assist with onboarding new physicians and staff, observe software usage, offer recommendations (tips and tricks), and assist in optimizing workflows and roles without requiring system modifications.

• Responsible for delivering all information on down times, upgrades, build freezes, or other Epic-related updates to assigned areas.

• Participate in go-live activities which include being on site with the client and troubleshooting issues, answering questions, providing training, etc. for new implementations.

• Collaborate with the implementation teams to guarantee a seamless handover to the post-go live support team, ensuring comprehensive knowledge of project decisions, content, issues, and any pending optimization requests.

• Tracks time spent on each customer and record effort in appropriate tools for resource management.

• Uses appropriate tools for documentation, communication, and collaboration as defined by VUMC policies and procedures.

• Participate in an on-call rotation for incident and issue management.

Basic Qualifications

• Bachelor's degree in related field

• Five years of healthcare experience

• Experience with EHR implementation

• Valid driver’s license

Education

• Bachelor's

Preferred Qualifications

• Any certifications relating to healthcare software applications, technology infrastructure and or clinical specializations are an advantage.

• Knowledge of Health System business processes and EHR solution.

• Experience with EHR implementation, user readiness activities, and end user training and