Ambulatory Information Training and Support Analyst

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women's and children's health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. UMMS is currently seeking an Ambulatory Information Training and Support Analyst at our corporate office in Easton, MD.

General Summary
Under general administrative direction is accountable to gather, support, train, advise users and application developers for appropriate use and delivery of clinical and business applications and third party systems. Coordinates and provides support in evaluation, integration and training related to implementation and operational health informatics needs for safe effective outpatient environment. . Manages small to medium projects or specific aspects of larger projects for patient access and financial services or business applications in the healthcare environment as assigned. Responsibilities include work flow analysis, planning, development, user support, documentation and reporting to support the implementation and execution of system applications. Synthesizes outpatient area’s needs for integration and modification of clinical and business applications. Documents specifications, fact-finding and analyzes results and proposes solutions or recommendations. This role will assist in the development and implementation of strategic initiatives that will enable employees to develop competence in the use of computer software and systems utilized by both clinical and non-clinical employees throughout the University of Maryland Medical System (UMMS). This role is accountable for the quality of informatics training and support services delivered, for coordination with IS&T application training teams, and for contributing to the design and maintenance of systems to support multidisciplinary team functioning and continuity of services within UMMS Hospitals and the Medical System.  Collaborates with the University of Maryland School of Medicine and University Physicians to attain, understand and manage shared processes.  Services customers across multiple UMM hospitals and Business Partners (FPI, SOM).

 
Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Performs as directed, various aspects multiple aspects of ambulatory informatics regarding electronic health record development and implementation. Participates in training development and delivery, go-live and elbow support, testing activities, reporting, business and clinical needs prioritization for all Portfolio/EPIC applications (Prelude, Cadence, EMR, Referrals, Hospital Billing, Professional Billing, etc.).
2. Collaborates with multidisciplinary team members to assess, redesign and continually improve effectiveness and productivity of clinical and business programs.

Anticipates and identifies complex clinical and business processes and informatics issues, monitors and measures the risk factors.  Communicates risk factors to informatics 

1. matics leadership and stakeholders.  Manages projects to ensure the implementation of continuous quality control of process and deliverables.
2. Builds effective networks, across the Medical System, of internal and external subject matter experts. Meets with stakeholders across the Medical System to review solutions and issues and to gain commitment on recommendations.
3. Leads multidisciplinary groups toward solutions. Provides system level leadership to champion organization changes from inception to culmination.
4. Acts as the primary support of the EHR systems solutions for the user community. Provides customer support during and following go-live
5. Assists with application support testing/training activities as directed.
6. Works with multidisciplinary project and operational staff to help implement, maintain and improve business and clinical applications.
7. Communicate Portfolio application changes and enhancements to end users in specialty area and service lines area of designated support. 
8. Supports the maintenance, ongoing training, education and support of organizational Portfolio Super Users and maintains relationships and communication with Super Users and organizational leadership.
9. Provides consulting services to departments within and outside the UMMS organization to develop EHR Training plans, programs, and support models for computer systems.
10. Assists customers to identify and specify the nature of basic to moderately complex requests or problems.  Assists in troubleshooting and managing minor clinical hardware and equipment requests.
11. Log problems, issues and requests when appropriate.  Collects data from customers to aid problem determination/resolution.  Provides on-going follow up to customers throughout the support process until the resolution of issues.
12. Participates in managing training projects for assigned application(s) including the design, development, delivery, evaluation, continuous improvement, optimization training and/or other performance improvement and staff development with direction and supervision..
13. Effectively delivers assigned IT application training programs that support the strategic initiatives of UMMS Hospitals and UMMS.
14. Coordinates logistics associated with training delivery preparation activities such as copying and assembling printed materials, set-up, maintenance of training rooms, equipment preparation, post training clean-up, etc.
15. Participates in training-related performance improvement initiatives and with maintaining training metrics. Follows effective control processes and compliance monitoring to ensure risks are: measured, monitored, controlled, and mitigated.  Uses researched-based/best practice methodology, Assists with verification and validation of software programs and materials utilized in training programs for completeness and accuracy.
16. Conduct training as a primary during end user classes for new implementations, ongoing training and upgrade/functionality enhancement training.
17. Assist with development and delivery of scenario-based training, as needed.
18. Assist with curriculum refinement, course development and training material preparation, as needed.
19. Effectively uses, interprets, applies and communicates data and information from multiple sources which effect Medical System programs. These data 
20. sources include financial reports, clinical and service quality data, human resource data and information from the external market.  Effectively interprets changes in key indicators and directs key stakeholders in applying information to changes at the hospital and service line level.
21. Facilitates key stakeholder discussion and response to issues which impact clinical practice, care delivery, and business and revenue cycle.
22. Collaborates with multidisciplinary team members to assess, redesign and continually improve effectiveness and productivity of clinical and business programs.
23. Anticipates and identifies complex clinical and business processes and informatics issues, monitors and measures the risk factors.  Communicates risk factors to informatics leadership and stakeholders. 
24. Builds effective networks, across the Medical System, of internal and external subject matter experts.
25. Meets with stakeholders across the Medical System to review solutions and issues and to gain commitment on recommendations for improved processes and workflows.
26. Leads multidisciplinary groups toward solutions. Provides system level leadership to champion organization changes from inception to culmination.
27. Monitors the efficiency and effectiveness of registration and scheduling, insurance authorization, charge capture and billing activities, ensuring quality of data capture, entry and output.
28. Identifies, monitors, and assesses “best practices” and/or national trends in outpatient care delivery which may impact on the missions, goals and objectives of UMMS.  Analyzes and develops responses to these influences, and collaborates with multi-disciplinary teams to effectively institute necessary process changes.
29. Actively participates in process improvement and change management efforts within and across departments.
30. Develops constructive work relationships with other IT team members and customers inside and outside the Medical System. Serves as a resource for and mentors trainers of all levels and reports progress to leadership.
31. Facilitates and/or attends team meetings and other assigned meetings as needed.  Completes post-meeting minutes and communicates information to training team members.  Completes projects, assignments, and goals within de...
    
    What You Need to Be Successful:
    
    
    Education and Experience
    1. Bachelor’s degree in nursing, Business, IT, Health Care Administration or other applicable field or comparable applicable industry experience required. Master’s degree in nursing, other clinical specialty, education, business, health information management, informatics or related field preferred.
    2. Where applicable for Clinical Roles, clinical licensure in the State of Maryland or eligibility for licensure due to Compact state agreements is required.
    3. Three years patient care setting (preferably ambulatory) within the past ten years, or equivalent experience in a current Information Systems or Clinical Operations support position required.
    4. Implementation experience with electronic health record, registration, scheduling and billing applications/system and/or previous experience in an enterprise wide system implementation is preferred.
    5. Informatics or Training Industry Certification recommended.
    6. Application credentialing required within first 90 days of hire.
    7. Achieves and maintains applicable Epic or EHR application certification status within 24 months of hire to position (12 months if training is a principal part of the role).
    
    

    Knowledge, Skills and Abilities

    1. Knowledge of Microsoft Windows, Word, Excel, Access, PowerPoint, basic computer concepts, knowledge of microcomputer operating systems and application software required.
    2. Excellent customer service skills and the ability to work with all levels within the organization.
    3. Effective verbal and written communication skills are necessary to advise and consult with user personnel and make formal presentations of project findings and recommendations.
    4. Ability to explain complex technical issues to both technical and non-technical customers are required.
    5. Self-motivated, highly organized and detail oriented skills are required.
    6. Demonstrated ability to be adaptable and flexible based on changing business and training environment needs is required.
    7. Ability to work in a team-oriented environment is required.  Develops effective working relationships and maintains excellent communication with other team members.
    8. Excellent organization skills: demonstrates confidence and creativity.
    
    We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

Salary : $1 - $1,000,000