Job Description

Responsibilities Job Summary / Purpose Acts as first point of contact for providers for application implementations, upgrades and support for employed and affiliated providers. Assists with testing systems and applications before implementation into production. Troubleshoots and reports system and application issues for providers communicating back with resolutions. Educates providers on system functionality and capability through at-the-elbow support. Essential Key Job Responsibilities Provides level 1 and 2 support for day-to-day production issues, maintaining documentation in the appropriate tracking systems while adhering to prescribed escalation & change control procedures. Responsible for rounding daily:Anticipate, understand and respond to provider needs. (70 - 80%) a) Works with providers on adoption and optimization of applications. b) Escalate issues as necessary to the Service Desk and/or Supervisor. c) Communicates issues and concerns in a clear, concise and timely manner to appropriate parties. d) Develops and maintains professional relationships with providers. e) Provides primary support to physicians, and at times support to super user groups/clinics. f) Evaluates IT application updates and revisions, cascading information to providers. g) Assists with performing application changes as trained and applicable. h) Promotes use of information technology with physicians. i) Provides communication between physicians and IT. j) Proactively identifies and evaluates provider needs related to IT and IT resources. k) Provide one-on-one training and ongoing system optimization training. l) Proactively ensure physician devices (hardware) and applications are functioning properly. m) Supports standardization of documentation and the integration of applicable standards and practices. All other responsibilities (20 - 30%) a) Responsible for identifying and communicating training material needs. b) Responsible for weekly status reports. c) Responsible for opening and managing tickets on behalf of the providers. d) Collaborates with other ITS support staff to enhance physician satisfaction and facilitates adoption of IT systems. e) Works as physician advocate with IT and site leadership. May require on-call and occasional weekend responsibilities. Collaborates with Clinical Informatics team to ensure continuity in EHR clinical workflows. Additional tasks/responsibilities as defined. Qualifications Required Education and Experience Bachelor’s Degree in a related field or may substitute an equivalent combination of education and experience. 2+ years’ experience with computer information systems, providing support to users or equivalent experience as a business analyst or super user. Preferred Education and Experience Healthcare experience preferred, not required. Required Licensure and Certifications None Required Minimum Knowledge, Skills and Abilities Knowledge of systems and application support. Knowledge of ITIL environments. Overview Welcome to CHI Saint Joseph Medical Group, a full service network of primary care services specializing in family, internal, geriatric and pediatric care serving 88 locations across central and Eastern Kentucky. CHI Saint Joseph Medical Group is dedicated to delivering customized care based on the unique needs of our patients and is recognized as a Best Place to Work in Kentucky for two years in a row (2023-2024). CHI Saint Joseph Health is part of CommonSpirit Health, a non-profit, Catholic health system dedicated to advancing health for all people. With approximately 175,000 employees and 25,000 physicians and advanced practice clinicians. Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians, advanced practice clinicians, nurses, and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2,200 care centers serving 24 states. Pay Range $20.62 - $28.35 /hour We are an equal opportunity/affirmative action employer. Catholic Health Initiatives

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