Customer Support Jobs at Vanderbilt University Medical Center with Visa Sponsorship

INTRODUCTION

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 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 is committed to an environment where everyone has the chance to thrive and where your uniqueness 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 Customer Care Team A

Job Summary:

The EMR Adoption Specialists implements new systems and updates to current systems with occasional guidance. Partners on creating business requirements for new tools or enhancements in consideration of workflows and partners on quality assurance testing. Develops change management strategies and supports system orientation and clinician onboarding.

(Note: This role is a local / hybrid role, supporting Nashville and all surrounding facilities and sites throughout Middle Tennessee as needed).

KEY RESPONSIBILITIES:

• Provides high quality support for the Business Office staff within physician practices and hospitals.
• 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 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.
• Provides ongoing support to clients during the post go-live phase by managing change requests and resolving issues. Regularly visits each assigned site to assist with onboarding new physicians and/or 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.
• Supports the Super User program, operational readiness activities, log-in labs, 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
• Two years of healthcare experience
• Valid driver’s license

Education

Bachelor’s preferred or equivalent/relevant experience

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 support.

KNOWLEDGE, SKILLS & ABILITIES

• Proven ability to work independently in a team environment.
• Effective communication (written and oral) and interpersonal skills.
• Demonstrated organizational, multi-tasking, and time-management skills.
• Strong negotiation, consultative skills, and relationship building ability.
• Demonstrated ability to prioritize multiple objectives in a rapidly changing environment.
• Able to communicate customer issues in both oral and written form in terms clearly understood by technical and non-technical audiences.
• Ability to anticipate problems and visualize solutions on a proactive basis.
• Excellent interpersonal communication, group process development, meeting facilitation, conflict resolution.
• Flexible in methodology, reliable, self-starter, results oriented yet sensitive to people.

TECHNICAL CAPABILITIES

• Product Knowledge (Novice): Understands the product in relation to other company products. Has general knowledge of the competition for the product in the marketplace. Understands the product life cycle from development through sales and customer support. Can describe product features and benefits using key product terminology.
• Problem Management (Novice): Possesses sufficient fundamental proficiency to successfully demonstrate knowledge of Incident Tracking and Problem Reporting in practical applications of moderate difficulty. Writes problem reports that contain all of the necessary information for clear, non-antagonistic communication to those responsible for fixing problems. Can effectively explain how to reproduce and analyze errors, as well as identify the type of error including coding, design issue and hardware. Makes simple suggestions for correction.
• Configuration Management Concepts (Novice): Demonstrates the ability to apply changes or develop new functions related to this topic. Has an in-depth understanding of the design of the system. Has worked closely with knowledgeable users and customers in meeting their business needs. Critically evaluates the customer implications of technological changes. Able to interpret business data as it applies to this topic.
• Configuration Planning (Novice): Demonstrates ability to realistically anticipate resource needs, identify discrete tasks, set priorities, define dependencies, schedule activities, meet deadlines, and organize work for basic plans. Appropriately matches equipment to task demands. Demonstrates ability to break down work into manageable and measurable units. Accepts changes to plans with minimal disruption and loss of productivity. Follows up to assure problems and issues are resolved, and monitors plan progress effectively.

ABOUT THE DEPARTMENT:

Health IT

HealthIT provides the best health information technology tools that support Vanderbilt University Medical Center’s mission of:

• Delivering distinctively personalized care
• Improving the health care of individuals and communities regionally, nationally and internationally
• Providing transformative learning programs
• Supporting compelling discoveries

Our tools, which form the digital arteries of VUMC, are either developed in-house by our innovative product teams or selected from the most cutting-edge solutions available in today’s ever-changing marketplace. Our 500 colleagues provide ongoing support over each product’s entire lifespan, ensuring that the tools are meeting the evolving needs of the Medical Center’s 24,000 colleagues.

Our solutions are driven by the incredible work and research of our colleagues throughout Vanderbilt and supported through a close partnership with VUMC Information Technology (VUMC IT). The strong collaboration among our teams means that VUMC can respond to clinical and operational issues with agility and innovation. Together, we ensure VUMC remains a leader in its pioneering use of healthcare information technology.

Underscoring our entire department are our core values of accountability, transparency and execution, delivered with a strong Partner Promise.

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

CORE ACCOUNTABILITIES:

• Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance.
• Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment.
• Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area.
• Team Interaction: Provides informal guidance and support to team members.

CORE CAPABILITIES:

Supporting Colleagues:
- Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance and gain knowledge in new areas.
- Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships.
- Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences.

Delivering Excellent Services:
- Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them.
- Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.
- Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness.

Ensuring High Quality:
- Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly.
- Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them.
- Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring.

Managing Resources Effectively:
- Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure.
- Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area.
- Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities.

Fostering Innovation:
- Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches.
- Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges.
- Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

POSITION QUALIFICATIONS:

Responsibilities:

CERTIFICATIONS:

WORK EXPERIENCE:

Relevant Work Experience

EXPERIENCE LEVEL:

2 years

Education:

Bachelor's

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled.