Dignity Health Clinical Support Specialist in SAN FRANCISCO, California
Dignity Health, one of the nation’s largest health care systems, is a 22-state network of more than 9,000 physicians, 63,000 employees, and 400 care centers, including hospitals, urgent and occupational care, imaging and surgery centers, home health, and primary care clinics. Headquartered in San Francisco, Dignity Health is dedicated to providing compassionate, high-quality, and affordable patient-centered care with special attention to the poor and underserved. In FY17, Dignity Health provided $2.6 billion in charity care, community benefit, and unpaid cost of government programs. For more information, please visit our website at. You can also follow us on and.
The incumbent performs clinical applications support duties with the clinicians and staff providing patient care in the ambulatory clinic setting. These responsibilities include the initial computer-based training and orientation of physicians and staff as well as the on-going computer skills improvement and enhanced competency training associated with the clinical applications. The incumbent will participate in workflow design, development, and re-engineering as upgrades, enhancement requests, and new regulations are presented. The incumbent will participate as assigned on project implementation teams; workflow documentation initiatives; and clinical enhancement and optimization efforts. This position has primary responsibility for initial problem triage and assignment, first call issue resolution, critical problem solving, and collaborating/escalation with other IT support teams.
Maintains working relationships with clinicians, staff, and clinic leadership at assigned locations to ensure consistent delivery of all IT support services
Acts as assigned resource to the various project teams assisting in the design and development of the continually improving ambulatory applications suite of solutions
Performs the delivery of services and escalates any conflicts that may arise between matrix teams, project teams, team members, facilities, and ambulatory clinics
Utilizes the knowledge and skills of clinical practice to recommend clinical functions that are suitable for computer applications and ensure the clinical applications are consistent with professional standards of clinical practice
Contributes as assigned in ambulatory governance meetings, department meetings, and staff meetings
Supports the Physician Integration functional planning process; including needs assessment, regulatory requirements, and new clinical service requirements involving key stakeholders and utilizing structured analysis methods for planning
Delivers consistent clinical support services both within and outside the defined Service Level Agreements
Assists in the development of process and operational redesign recommendations leading to a solution and/or functional system requirements
Provides clinical support in all phases of a project plan including system testing, conversion planning, and training material development
Communicates functional priorities, design techniques, issues, and issue resolution to leadership
With others, promotes the continuity of the ambulatory computing environment and the application functionality in accordance with the intended design as deployed from clinic to clinic, market to market
Monitors application use, system performance, hardware reliability, and software stability. Captures, defines, and prioritizes pre- and post-implementation issues. Reports and participates in the problem solving of issues that impact local and enterprise performance
Communicates effectively, and contributes to positive interdepartmental relationships; particularly between technical and clinical staff
Takes immediate action to meet customer/user requests or needs
Builds relationships with peers and staff. Ensures accountability relative to timelines, work, and product, in support of reporting metrics and protocol compliance
Uses critical thinking skills and job knowledge to resolve job-related issues
Maintains confidentiality of all patient and Dignity Health information, communications, and documents
Participates in the orientation and training of new physicians and staff. Provides on going assistance to ensure technical skill sets of physicians and staff maintain a standard minimum competency
Provides assistance relative to technical skill sets for staff and incorporates them into the associated training
Constantly evaluates training materials ensuring content is in alignment with application versions and appropriately provides end users with appropriate skills to be successful
Demonstrates extraordinary customer relations, quality service, and dedication to providing the highest quality of service to our clinicians, staff, and patients
Supports the efficient and effective operations of Ambulatory Clinical Information Systems, the promotion of effective user adoption, and success in deployment of these systems
Ensures a professional and responsive atmosphere by greeting patients, visitors, staff, and physicians promptly and courteously. Refers to each individual by name when appropriate
Upholds the mission, vision, and values of Dignity Health, as well as our sponsoring congregations
Two (2) years of experience providing system support to clinical staff, or working in a clinical setting with daily use of an electronic health record required
Two (2) years of experience working with clinical workflows within an electronic health record required
Two (2) years of proven knowledge of clinical workflows and documented ability to provide excellent support to clinical staff required
Knowledge of ambulatory/outpatient care environments and workflow processes
Strong oral, written, and presentation skills
Ability to work in a complex and matrixed team environment; experience working in a team-oriented, collaborative environment
Ability to handle multiple tasks, and to set priorities, schedule, and meet deadlines
Computer literacy (use of computer technology to accomplish tasks) and information literacy (ability to recognize, locate, evaluate, and use information appropriately)
Ability to effectively train others in the use of computers and related technologies
Strong communication skills, ability to translate most concepts to naïve computer users and various levels of personnel from executives to end-users
Ability to create effective interpersonal relationships
MA, LPN, LVN, RN license or other clinical degree preferred
Clinical licensure is desired, but a combination of experience and education can be considered in lieu of a clinical licensure
Experience with Allscripts or Cerner preferred
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Dignity Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status or any other characteristic protected by law. For more information about your EEO rights as an applicant, please
If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this telephone number.
Job ID 2018-61278
Employment Type Full Time
Department Clinical Informatics
Hours / Pay Period 80
Facility Dignity Health System Office
Location SAN FRANCISCO
Standard Hours Monday - Friday (8:00 AM - 5:00 PM)
Work Schedule 8 Hour