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Job Description Summary:

Job Description:

Position Summary and Purpose
The Systems Liaison acts as first point of contact for providers and staff for application implementations upgrades and support. Assists with testing systems and applications before implementation into production. Troubleshoots and reports system and application issues for providers and staff communicating back with resolutions. Educates providers and staff on system functionality and capability through at- the-elbow support. Maintains accurate and timely reporting on all interactions.

Essential Functions:
Anticipates understands and responds to provider needs as well as documenting all support interactions in CRM application
Works with providers and staff on adoption and optimization of applications
Provides Level 1 and 2 provider and staff support for day-to-day production issues maintaining documentation in the appropriate tracking systems while adhering to prescribed escalation & change control procedures; escalates issues as necessary to the Service Desk and/or Supervisor
Communicates issues and concerns in a clear concise and timely manner to appropriate parties
Develops and maintains professional relationships
Evaluates IT application updates and revisions cascading information to providers and staff
Assists with performing application changes as trained and applicable
Promotes use of information technology with providers and staff
Provides communication between providers and IT
Provides one-on-one training and ongoing system optimization training
Proactively ensures provider devices (hardware) and applications are functioning properly
Maintains responsibility for weekly status reports
Opens and manages tickets on behalf of the providers

Other Functions:
Supports standardization of documentation and the integration of applicable standards and practices
Maintains responsibility for identifying and communicating training material needs
Collaborates with other ITS support staff to enhance provider satisfaction and facilitates adoption of IT systems
Works as provider advocate with IT and site leadership
Maintains compliance with all company policies procedures and standards of conduct
Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
Performs other duties as assigned

Additional Job Description:

Job Requirements
(Education Experience Licensure and Certification)
Education:
Associates Degree in a related field(required)
May substitute an equivalent combination of education and experience
Experience:
Two (2) or more years of experience with computer information systems providing support to users or equivalent experience as a business analyst or super user (required)
Healthcare experience (preferred)
Licensure:
N/A
Certification:
N/A

Job Competency:
Knowledge Skills and Abilities critical to this role:
Knowledge of systems and application support
Knowledge of (Information Technology Infrastructure Library) ITIL environments
Must be dependable professional and a team player; able to work with others serve others help others lead others mentor others take directions from others in the interest of moving process and programs forward to desired outcome
Energetic motivated individual with the ability to connect well with others; responsive informs constituents of process pleasant to work with educates and provides timely and accurate information; able to not take issues personally see the big picture in emotionally charged situations and respond in a mature professional and composed manner
Strong time management and organizational skills - anticipates and plans for problems before they arise manages time effectively and keeps tasks appropriately prioritized; able to perform work in a neat efficient and well-coordinated well-communicated manner with a high degree of accuracy and professionalism

Language Ability:
Must be able to communicate effectively in both verbal and written formats regarding scope of responsibilities

Reasoning Ability:
Must have strong troubleshooting skills and ability to work in a changing environment with time constraints
Ability to multi-task and be flexible with job demands
Computer Skills:
Strong working knowledge of systems and application support & ITIL environments
Must have the capacity to learn other relevant systems and databases as needed

Additional Responsibilities:
Demonstrates a commitment to service organization values and professionalism through appropriate conduct and demeanor at all times
Maintains confidentiality and protects sensitive data at all times
Adheres to organizational and department specific safety standards and guidelines
Works collaboratively and supports efforts of team members
Demonstrates exceptional customer service and interacts effectively with physicians patients residents visitors staff and the broader health care community

UofL Health Core Expectation:
At UofL Health we expect all our employees to live the values of honesty integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by:
Honoring and caring for the dignity of all persons in mind body and spirit
Ensuring the highest quality of care for those we serve
Working together as a team to achieve our goals
Improving continuously by listening and asking for and responding to feedback
Seeking new and better ways to meet the needs of those we serve
Using our resources wisely
Understanding how each of our roles contributes to the success of UofL Health