Site Learning Specialist (Richmond, VA)

nordic; Richmond (VA); On-site; USD 65,000 - 110,000; Full time

Job summary

Nordic, a Best in KLAS IT Services Firm serving the healthcare industry, seeks an EHR Site Specialist to train Epic end users, identify learning needs, and design targeted learning experiences that improve workflow and patient care.

You will collaborate with IT, build knowledge resources in ServiceNow, and provide one-on-one coaching to ensure Epic is used to its highest potential across facilities.

Qualifications

• Associates Degree in health sciences, education or IT related field.
• Demonstrated experience with an EHR in healthcare (2+ years).
• Strong listening, communication and coaching abilities.
• Ability to design learning experiences and coach end users.

Responsibilities

• Delivers Epic training as part of onboarding and access management.
• Evaluates intake of Epic requests and prioritizes support.
• Maintains detailed client records and uses ServiceNow for issue tracking.
• Creates and updates knowledge base and learning topics.

Skills

Active listening

Problem solving

Customer service

Leadership

Communication

Education

Associates Degree in Health Sciences/Education/IT

Tools

Epic

ServiceNow

Job description

Make a difference. Be happy. Grow your career.

The Role

The EHR Site Specialist interacts directly with Epic (CarePATH & ConnectCare) end users to identify issues, knowledge gaps and potential improvements with the use of Epic. Provides training, coaching and guidance on best use techniques and improves ability to use system through coaching and identifying inhibitors to understanding how to use Epic. Diagnoses key learning needs and provides one-on-one support. Plans and designs learning experiences and uses expertise in communities of practice, to deliver a variety of training interventions. Design and training is based upon identified needs at both the local system and system-wide levels, aligned with the organization's strategic goals, quality measures, and patient experience. Partners with IT and build resources to identify and resolve user issues, and provides follow-up to ensure high quality and value added experience. Identifies opportunities to effectively integrate learning within the flow of work which results in positive and measurable clinical & business impacts. Proposes innovative learning solutions, and pilots and implements the approved innovations Tracks trends and identifies needs for learning programs and interventions. Works with group and market leadership to ensure maximum effective use of Epic system. Ensures end users are using the EHR to the highest potential and align workflows to be consistent with collaborative build decisions.

Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic's maxims and mission to serve our customers who care so well for us.

Key Responsibilities

• Delivers assigned Epic training in accordance with onboarding and access management requirement
• Receives, evaluates and prioritizes intake of Epic based requests for assistance or issue resolution
• Utilizes established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner
• Uses established procedures and tools to help client more effectively use Epic - searching knowledge base learning, recognition, isolation, resolution and follow-up for routine user problems.
• Interact with vendors and internal I&T support personnel in troubleshooting and solving problems and issues in a timely and accurate manner.
• Diagnose learning needs and identify resources to support. Provide one on one support and design learning interventions as needed.
• Maintain detailed records on client work including communication transactions, problems, remedial actions taken, and issue resolution using ServiceNow
• Identify and create ad hoc learning topics associated to system trends, Epic diagnostics (i.e. PEP, NEAT, etc...), and helpful hints and efficiency tips
• Identify possible issues with systems and present opportunities for solutions to be improved by escalating to manager
• Creates and updates knowledge base
• Round in their assigned facility with input from the EHR Manager and site leadership. Rounding will include off shifts occasionally
• Possess detailed understanding of workflows and system configuration, communicate and advocates best practice use of system
• Demonstrated workflow process analysis and design
• Effective communication and interpersonal skills i.e assertive and able to manage conflict in a variety of situations
• Effective leadership skills and strong customer service orientation
• Demonstrated ability to interact with multidisciplinary teams
• Work with Epic end users to build, maintain and support clinical systems that drive hospital operations and support safe, effective patient care and processes suitable for computer applications

Minimum Years of Experience

• Associates Degree- Specialty/Major Health Sciences, Education or IT related field
• Demonstrated experience in use of an EHR (at least 2 years working in a health care environment directly impacting patient care, IT or related services)

Other Knowledge, Skills and Abilities Required

• Skill in active listening in order to accurately diagnose client issues. Problem solving and "can do" attitude
• Stay current on EHR changes and communications for system changes and end user training needs
• Provides feedback to the EHR team on common themes or issues to better align training tools for end users
• Assists in identifying and supporting activities to better support end user experiences by using data and participating in meetings related to the provider and end user proficiency.
• Strong customer service skills and ability to coach virtually and provide solutions to complicated learning challenges
• Prior working experiences on teams, taking a leadership role when appropriate
• Proven ability to manage multiple priorities
• Ability to tell when something is wrong or likely to go wrong in order to anticipate challenges
• Abili