IT Connected Care Analyst

University of California - San Francisco; San Francisco (CA); On-site; USD 100,000 - 140,000; Full time

Job summary

University of California - San Francisco is seeking a seasoned clinical applications professional to support Voalte users across UCSF Health and affiliated clinics. This hybrid onsite role includes coordinating hardware support and working with IT, clinical and vendor teams to ensure best-in-class service.

Under supervision, you will analyze workflows, troubleshoot issues, develop documentation, and participate in project planning and testing.

Qualifications

• Experience providing healthcare IT support and issue resolution.
• Familiarity with nurse call and integrated medical devices.
• Ability to analyze, plan, test, and document IT solutions.
• Strong interpersonal skills to train and assist users.

Responsibilities

• Assist with resolving/troubleshooting issues by pulling log files and documenting results.
• Escalate issues to the appropriate customer or vendor contact as needed.
• Escalate network or server issues to the correct stakeholder.
• Track and trend clinical communications issues to reduce escalations.
• Support new project development including analysis, planning, testing and coordination.
• Develop and maintain systems documentation and provide training to staff and users.
• Coordinate interactions of vendors on-site and off-site related to supported systems.
• Plan and complete tasks with minimal supervision and manage multiple assignments.
• Coordinate and participate in support of infrastructural applications end-to-end.
• Troubleshoot end-to-end, identify root causes, and coordinate service between groups.
• Work with IT to coordinate security management and risk analysis documentation.
• Collaborate with stakeholders to develop interfaces and test patches.
• Meet weekly with Clinical Communications team lead to prioritize workload.
• Perform other duties as assigned.

Skills

Healthcare IT support

Troubleshooting

JAMF proficiency

Mobile device management

Nurse Call systems knowledge

Communication skills

Education

Bachelor's degree in health care information technology or related field

Tools

JAMF

MDM systems

Nurse Call software

Job description

Applies skills as a seasoned clinical applications professional to projects of medium size at all levels of complexity, or portions of large projects.

Under general supervision of the Clinical Communications Lead, this position is responsible for providing supervision and technical assistance in the development and support of clinical communications primarily at UCSF and its clinics including BCH Oakland Campuses. This position will work closely with various teams in order provide best in class service to Voalte users; interacts with clinical and business customers, as well as various IT groups, external departments, and outside vendors and consultants. This position will be a primary contact with our field services group and directly assist them with hardware, this is a hybrid onsite position with onsite days to be 5 days Mon-Fri unless otherwise approved by supervisor.

Position is responsible for complex assignments that are small to significantly sized, that require independence, decision making, project management, and judgment levels beyond that of Programmer/Analyst II. Analysis of situations or data requires an in-depth evaluation of various factors. Incumbent will exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criterion for obtaining results.

This position will work closely with various teams in order provide best in class service to Voalte users; interacts with clinical and business customers, as well as various IT groups, external departments, and outside vendors and consultants. This position will be a primary contact with our field services group and directly assist them with hardware, this is an onsite position

• Assist with resolving/troubleshooting issues (help pull log files, replicate, document).
• Assist with escalations to the appropriate Customer or vendor contact.
• Assist with escalation of issues regarding network or servers to the appropriate customer contact.
• Track and trend Clinical Communications issues to institute process improvements where possible to reduce issue escalations.
• Support new project development, including systems analysis, planning and preparation, testing and implementation and client coordination as needed.
• Develop, support and maintain systems documentation and procedures as needed and provide training to other IT staff and user clients as appropriate.
• Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported.
• Assign, plan, manage and complete tasks with minimal supervision and coordinate multiple assignments concurrently.
• Coordinate and participate directly in the support of infrastructural applications, including
• Troubleshoot problems end-to-end, identifying potential root cause, coordinating service/support between Clinical Engineering, IT, Network support, server support, medical device vendors, MDI application vendor and Apex application support.
• Work with IT to coordinate security management process including risk and vulnerability analysis and related documentation associated with interconnected/integrated medical systems
• Work with clinical and application stakeholders in developing specifications for new interfaces.
• Test and provide quality control for implementation of patches, upgrades, and interfaces.
• Meet weekly with the Clinical Communication team lead to prioritize workload
• All other duties as may be assigned.

Department Overview

Health IT is responsible for all aspects of the clinical and business software applications of UCSF Health hospitals, practices, affiliates, and community partners. This includes the Electronic Health Record (APeX), which supports the clinical, revenue cycle, and clinical operational functions of the health system and its affiliates, and approximately 95 other software applications involved in patient care and operations.

Incumbent must be able to adhere and emulate Clinical Systems and Health Informatics culture and core values as stated below:

People First: Patients are healthier and families happier with Clinical Systems to support them. Our solutions enable providers and staff to pioneer care, train the next generation of clinical leaders, and secure UCSF's future. We use talent, creativity, and diverse skillsets to tackle tough problems. We strive to be proactive, and make time to innovate, appreciate and connect. When something big is needed, we deliver.

The Clinical Communication group has responsibility for clinical communications, nurse call, and middleware, among others.

Clinical Systems Core Values include:

Judgment: Makes wise decisions, identifies root causes, thinks strategically, and prioritizes what to do now and what can be improved later.

Communication: Listens well, is concise and articulate in speech and writing, treats people with respect independent of their status, and maintains calm poise in stressful situations.

Impact: Accomplishes amazing amounts of important work, colleagues can rely upon you, focuses on results, exhibits bias-to-action, and avoids analysis-paralysis

Innovation: Finds practical solutions to hard problems, suggests better approaches and new ideas that prove useful, and stays nimble by minimizing complexity and finding time to simplify.

Collaboration: Understands that work cannot be accomplished solely as an individual contributor; works through others to develop holistic solutions that meet our customer needs and the goals of the organization.

Key Responsibilities Overview

• 15 % of time Yes Plans, implements and supports clinical software, hardware, operating systems and / or distributed clinical information systems of moderate scope and complexity. Contributes to estimates of resource needs and scheduling of system upgrades and modifications as it relates to mobile clinical devices. Assist with device provisioning, distrobution, and tracking of equipment.
• 15 % of time Yes Works on complex initiatives to analyze patient care workflow in various clinical departments, and to develop and define information technology solutions for improved system integration and functionality. Innovation in management of complex scenarios. Act as a primary contact for IT field services as it related to clinical communications. Report and track status of software problems to appropriate vendor.
• 10 % of time Yes Collaborates with key clinical users on complex projects to modify workflow due to new releases and system upgrades. Plans and develops improvements in functionality and efficiency of clinical applications. Liaison between vendors and IT leadership.
• 10 % of time Yes Contributes to the development of new projects at all levels of scope and complexity. Performs systems analysis, planning and preparation, coding, testing, implementation and client / vendor coordination. Assist with planning and implementaiton of software and hardware upgrades.
• 10 % of time Yes Troubleshoots escalated issues of moderate complexity and scope with clinical software, hardware, operating systems and / or distributed clinical information systems. Identifies and coordinates service and support as needed between clinical engineering, IT, networks, departments and outside vendors. Proposes new solutions in regards to workflows, processes, system designs or developments as needed.
• 5 % of time Yes Participates in development of complete, concise and comprehensive polices and operation procedures to assist in communicating issues to management staff
• 5 % of time Yes Realigns based upon business and clinical needs. Looks to new opportunities to address customer service challenges. Documents issues and develops / communicates plans to address.
• 10 % of time Yes Round on each unit to coach staff, learn workflow, uncover issues, develop relationships, and resolve issues.
• 5 % of time Yes Meet with each unit manager and educate on solution features, assess need for new workflow, review user profiles and make profile adjustments, discuss equipment needs, review use trends, listen to their needs/issues.
• 5 % of time Yes Provide statistical analysis, trending, and feedback regarding equipment problems to management/leadership staff.
• 5 % of time Yes Develop, implement, and maintain internal standards for soft/hard ware testing.
• 5 % of time Yes Assure that RMA's/repairs are processed timely.
• 100 % (To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%. )

REQUIRED QUALIFICATIONS

• Bachelor's degree in health care information technology, computer science, or related area, and/or equivalent combination of experience/training.
• Min 3 years relevant work experience
• Experience supporting and troubleshooting computer hardware and software in healthcare, preferably with nursing point of care solutions.
• Knowledge of JAMF and/or ability to become proficient at using the MDM
• Understanding and knowledge of clinical workflows; applicable to the functionality and capability of Nurse Call systems and integrated devices.
• Strong problem-resolution skills, with the ability to quickly diagnose problems, and develop, test, and implement appropriate and effective solutions in a timely manner.
• Strong interpersonal skills, with the ability to effectively train, support, and work collaboratively with users of clinical information systems at all professional and technical levels.
• Detail-oriented, with proven organizational skills and the ability