Clinical Informatics Support Technician

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Location

Battle Creek- 300 North Ave - Bronson Battle Creek, Kalamazoo-252 E Lovell St.-Lovell Building (North Campus), Paw Paw-408 Hazen St. - Bronson Lakeview Hospital, Portage-6901 Portage Rd. - Business Office Building, South Haven-955 S. Bailey Ave. - Bronson South Haven Hospital

Title

Clinical Informatics Support Technician

The Clinical Informatics (CI) Support Technician performs a support role that provides in-person and remote support through technology use coaching, routine and episodic equipment function assessments, issue reporting and escalation, hardware and software problem troubleshooting, and liaison functions between end users (employees and customers) and support teams (Clinical Informatics Nurses, IT, Education Services, Deskside and HelpDesk). if

Under the direction of the System Nurse Manager of Clinical Informatics, this position requires schedule flexibility and collaboration with technical and clinical teams to support and improve how nursing interacts with technology. The support technician receives delegation from the clinical informaticists to support nursing informatics project-related initiatives, including, but not limited to: pilots, trainings, equipment troubleshooting, workflow reinforcement, upgrade rounding, inventory and asset tracking, etc.

The CI support technician plays a vital role in enhancing the quality of patient care by providing adjunctive support and training to patients/families and clinical staff within the healthcare setting, ensuring that clinicians are well-equipped with the knowledge and tools necessary to use technology effectively.

The CI support technician uses defined feedback mechanisms, and thereby directly impacts staff and patient satisfaction and outcomes. An understanding of IT concepts is maintained as well as staying updated on the latest tech trends. Travel to all four hospital sites may be required.

LICENSES, REGISTRATIONS, CERTIFICATIONS

·   High school diploma or general education degree (GED) required. 

·   Associate degree in CIS (or equivalent experience) preferred. 

·   Knowledge and experience supporting, troubleshooting technology hardware/software preferred.

·   Experience in adult learner training/coaching and customer service preferred.

·   Basic medical terminology knowledge preferred

·   Certification or progress toward certification completion may be required dependent on an individual's specific position. 

• Data management skills desirable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Participates in informatics team huddles and communicates issues.

2.      Communicates/processes and follows up on requests for technology issue resolution or assistance from nursing. Provides proactive support to end-users as able. 

• Assists in analyzing system functionality including regular equipment checks on clinical units to make sure devices are charged, ready for use, stored properly, etc.

4.       Familiarity of end user business practices, concepts, and terminology to support the hardware and software in a healthcare delivery environment.

•  Support with troubleshooting technology malfunctions, connectivity issues, and application issues related to nursing informatics. 

•  Submits requests and technology issues to Information Technology using the ticketing system.  

• Refers clinical or workflow questions to the clinical informatics nurse

8.      Maintains a detailed understanding and working knowledge of EPIC, its functions / relationship to other information systems within the enterprise.

9.      Performs related duties as assigned, accepting delegation from the clinical informatics nurses in addition to the department leadership.

10.    Role requires driving.  Must have a valid Michigan driver's license and safe driving record.  May drive personal vehicle to various locations to complete applicable job duties.  Must be able to drive in all weather conditions. 

11.    Supports the goals of the department and participates in department performance improvement.

12.    Demonstrates commitment to providing outstanding customer service in a manner that is reflective of our mission, values and customer service standards.

13.    Follows organizational guidelines for effective hand hygiene consistently.

14.    Restocks supplies as appropriate and stores equipment in defined locations.

 

OTHER SKILLS AND ABILITIES

1.    Uses correct body positioning, proper body mechanics to avoid injury, utilizes safe work practices (e.g. pushing vs. pulling, transfer/lifting devices, etc.) and uses personal protective equipment when necessary.

2.    Maintains a safe workplace by keeping work area free of hazards and correcting and/or properly reporting any safety hazards.

• Demonstrates strong coping skills at times of high stress
•  Makes fast decisions under pressure
•  Strong concentration skills
•  Possesses a high degree of flexibility
•  Adapts to flexible shiftwork as needed.
• Addresses multiple priorities in stressful situations
•  Assists with issue identification and problem resolution, providing detailed updates to team on project assignments or assisting with.
• Enjoys working alone and is comfortable in the clinical setting
• Demonstrates a high degree of patience
• Copes with confrontation / altercations in a calm, tactful and professional manner
• Demonstrates strong communication, negotiation, influencing skills
• Exudes BMH Standards of Excellence

WORK ENVIRONMENT

While performing the duties of this job, the employee regularly works in a clean, well-lighted and temperature-controlled environment. The noise level in the work environment is usually quiet but can become moderately noisy with alarms, voices, equipment, etc.

PHYSICAL DEMANDS

• Ability to perform repetitive tasks
• Ability to reach above shoulder level
• Ability to distinguish colors
• Ability to grip
• Ability to walk, stand, bend, lift and move equipment/supplies or sit for long periods of time. Normal lifting activities involve objects weighing less than 20 pounds; on occasion may lift or assist with items weighing up to 50 pounds.   
• High degree of manual dexterity.
• Mental and Visual Fatigue: Work which produces high levels of mental/visual fatigue, e.g., interactive and repetitive or small detailed work requiring concentration for sustained periods of time and CRT work up to 80-90 percent of the time.

INTERPERSONAL REQUIREMENTS

Consistently demonstrates the ability to interact with all levels of the healthcare environment and collaborate effectively with the informatics team in a professional, respectful manner, utilizing Bronson’s Standards of Excellence.

·         Time management, with limited to no oversight  

·         Excellent customer service skills with the ability to communicate both orally and in writing. 

·         Must be able to interact with customers from various levels in the organization to gather the information necessary to understand, address, and document their problematic hardware or software requests and/or questions.  

·         Must consistently negotiate and act on deliverables and timeframes with stakeholders, take ownership of issues, and respond to issues within expected timeframes. 

·         Establish a working relationship and understanding of dedicated support area to communicate effectively verbally and in writing with clients and management. 

·         Establish and maintain working relationships with various teams in the IT department.  

·         Provides information, direction, and assistance as appropriate

·         Maintains patient/employee safety by following controlled access policies

 

QUALIFYING STATEMENT The above duties and responsibilities are intended to describe the general nature and level of the work being performed by employees assigned to this job.  They are not an exhaustive list of all duties and responsibilities associated with it.  To fully perform this job successfully, an individual must meet the minimum qualifications, meet the accompanying physical demands, and be able to work in the described environment.  However, reasonable accommodations will be made to hire and/or retain individuals who are qualified under the Americans with Disabilities Act.

Shift

Variable

Time Type

Full time

Scheduled Weekly Hours

40

Cost Center

1456 Clinical Informatics (BHG)

Agency Use Policy and Agency Submittal Disclaimer

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