Business Applications Support Specialist II

Business Applications Support Specialist Ii

The Village Health is a patient-centered primary care driven, multi-specialty medical group with over 800 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Village Health is creating America's Healthiest Hometown.

The Business Application Support Specialist II assists in the development, implementation, education and utilization of information systems required for TVH Clinical & Business patient care/operational initiatives for all service lines. The Business Applications Support role will act as a liaison for the clinical & business users to the Applications team and provide a range of functions for our end users including responding to service desk cases, testing of new features, as well as assisting with product administration and communication to users.

Responsibilities:

• Provide guidance and support to existing office personnel with using TVH Clinical & Business applications.
• Work closely with clinicians, supervisors, office support/clerical and management-level employees as needed, developing and maintaining rapport in order to facilitate support and identify potential disparities in entry of data, workflow or reporting as it relates to the clinical and business applications.
• Provides on-call support and backup support for other team members based on assigned area of responsibility in a timely and effective manner by maintaining a Villages Health approved device that enables quick accessibility and support.
• Perform administrative functions within the clinical information system, including but not limited to: patient account creation, deletion, and alternations such as name change due to marriage or divorce; dictionary maintenance; creation and maintenance of forms and reports; and user maintenance.
• Perform project coordination duties as assigned for applications and software implementations. Assist IT Director, Clinical Application Specialist Supervisor, and Business Application Specialist Supervisor with ad hoc tasks related to system upgrades.
• Liaison with Information Technology Solutions Group (TSG) on helpdesk tickets relating to clinical information systems and/or hardware in The Villages Health office locations.
• Provide troubleshooting, problem solving and technical support via phone, web and/or in person for efficient and effective problem resolution for end users.
• Work collaboratively with the support staff at Technology Solutions Group (TSG) and/or other clinical/operations system to resolve issues related to the software functionality.
• 8am-5pm, 9am-6pm one night a week, nights occasionally, must be flexible: M-F, weekends occasionally on a rotating basis with other team members.
• Track progress on various aspects of projects, including when multiple projects are underway simultaneously.
• Develop detailed workflows for new programs.
• Work in partnership with the Business, Clinical, Training, Resource and Quality Improvement Departments and supervisory staff to develop/adapt policies and procedures to accompany application workflows. Deliver trainings as needed.
• Participate in relevant meetings as scheduled, including meetings with internal and external pilot/project stakeholders.
• Coordinate and manage regular communications with external partners relevant to pilot/project.
• Complete detailed weekly/ monthly reports highlighting pilot/project activities and performance metrics.
• Collaborate with TVH Business units in conducting post implementation contact monitoring for quality improvement as needed.
• Recommend program design modifications as needed to ensure program supports innovations at TVH.
• Working with customers to understand their requirements with Business products and services.
• Ensure an exceptional experience by understanding their business objectives.
• Project management with the delivery of applications and software into onboarding production.
• Deliver presentations and onboarding content to enable successful product implementation.
• Configure internal tools to perform product set-up.
• Ensure that all communications and documents are impactful.
• Coordinate with customer success to ensure products are received in a timely fashion.
• Stay engaged with community and product teams to understand roadmap and implications for customers.
• Creatively resolve implementation issues and customer problems using existing platform functionality.
• Build rapport and trust with customers to ensure an exceptional onboarding experience.
• Serve as a trusted advisor by advocating for client needs and product requests to TVH's internal support, product, engineering, and sales teams.
• Provide support and mentorship by demonstrating knowledge of products, services, and best practices.
• Motivate customers to complete implementation successfully by ensuring they are tracking against optimal timelines.
• Focus on the big picture and contribute meaningful feedback and suggestion to customer success team.
• Ensure a smooth hand off to customers after a successful implementation.
• Other duties as assigned.

Education/ Experience Requirements:

• Leadership skills, initiative, organization, and self-direction.
• Strong Business background with the ability to map business processes, gather and analyze data, effectively present ideas and views to business audiences.
• Ability to work well with people at all levels of the organization.
• Minimum of two years medical group or hospital clinical nursing experience.
• Healthcare Operations (Preferred) • Healthcare IT Operations (Preferred)
• Healthcare IT Implementation Experience (Preferred)
• Clinical Operations (Preferred)
• Athena (Preferred)
• Project Management Experience (Preferred)
• Bachelor's degree (in a clinical field such as nursing) from college or certification from a technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.
• Microsoft Excel, Word, PowerPoint, Outlook (Preferred)
• Travel to various office locations. Must have valid driver's license with record acceptable to company standards.
• 3+ years of experience analyzing and understanding technical offerings and products
• Be familiar with APIs and be able to make the best recommendation per customer
• Strong technical expertise with comfort in triaging customer concerns and providing solutions.
• Strong problem-solving skills.
• Exceptional communication skills with the ability to relay technical information to non-technical audiences.
• Strong software and/or SaaS experience required.

Salary is commensurate with experience. Questions? Contact us at recruitment@thevillageshealth.com