Provider Solutions Specialist

Introduction

Last year our HCA Healthcare colleagues invested over 156,000 hours
volunteering in our communities. As a Provider Solutions Specialist with IT&S
– San Antonio Division you can be a part of an organization that is devoted to
giving back!

Benefits

IT&S – San Antonio Division, offers a total rewards package that supports the
health, life, career and retirement of our colleagues. The available plans and
programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits
_Note: Eligibility for benefits may vary by location._
Would you like to unlock your potential with a leading healthcare provider
dedicated to the growth and development of our colleagues? Join the IT&S – San
Antonio Division family! We will give you the tools and resources you need to
succeed in our organization. We are looking for an enthusiastic Provider
Solutions Specialist to help us reach our goals. Unlock your potential!

_Job Summary and Qualifications_

The Provider Solutions Specialistis an integral role for HCA IT&S. Using a
balanced combination of customer service, project management, sales,
leadership, training, and technology skills, this role serves as the primary
training and support resource for providers in the healthcare setting.
The role requires working closely with providers, but also involves working
with an ecosystem of healthcare professionals including provider office
personnel, Medical Staff Office, Provider Relations, Clinical Services,
facility leaders, and others.
Responsibilities include assisting providers throughout the healthcare
continuum from the introduction to adoption and advancing utilization of HCA
technologies.
Duties also include ensuring providers (and personnel) have training and
instruction on how to access and effectively utilize healthcare technologies
and responding to, triaging, and delivering seamless coordination for provider
support needs.
The Provider Solutions Specialist will maintain collaborative relationships
and engage across business units to enhance the provider experience with
technologies and communicate key provider technology enablers. This role is
responsible for understanding the dynamic landscape of Health IT, various
digital access points, and common clinical workflows.
_SUPPORT:_
1. Implementation/Change Management:
a) Assists in implementation and support of systems and technologies deployed
to physicians and physician offices.
b) Active participation in projects that affect physicians
c) Installs and supports IT&S software per HCA and Division IT&S standards and
guidelines, focusing on products HCA provides to support the physician
community.
d) Recommends process changes that improve the implementation, maintenance,
and support of provider facing equipment and technologies.
e) Assists in testing physician-related systems for facility-specific
requirements.
f) Works to develop and deploy best practices for physician support.
2. Support Requests:
a) Proactively rounds in the facility and physician practices to ensure
physician support needs are identified and addressed
b) Provides physician technology support to facility-based and referring
physicians.
c) Coordinates physician and physician office service requests and incident
resolutions through the Division Service Desk. Reviews problem tracking
databases.
d) Documents interactions with physician and physician teams to confirm needs
are met and report issues to other teams
e) Analyzes and provides hands-on support for moderate to complex inquiries.
Determines appropriate technical group or vendor to resolve the problem and
coordinates as needed.
f) Monitors and communicates trends and issues that may affect
administration/physician relationships. g) Provides timely response and
resolution to provider issues identified and reported in GrowthLink, as
applicable.
h) Provides on-call support as needed.
i) Serves as a subject-matter expert for provider support to the Service Desk
Community.
3. Access: HCA-IT&S, Inc.
a) Collects, validates, and appropriately routes documentation to support
system access, confidentiality, information protection and security
compliance.
b) Assures providers and staff have access to appropriate patient data.
c) Promotes system security and patient confidentiality and helps ensure
compliance.
d) As directed, conducts or assists with access reviews and audits.
e) Tracks, monitors, and enhances provider utilization of HCA technologies, by
offering at the elbow support and one-on-one training.
4. Partnerships:
a) Contributes to division and facility strategic planning with regard
physician product lines.
b) Acts as an advocate for physicians and physician office staff needs.
c) Provides an overview of provider-facing technology solutions to Provider
Relations team.
d) Serves in liaison role for all new provider-related applications.
e) Works with Provider Relations and Medical Staff Teams to ensure the
accuracy or physician data and physician group listings in HCA systems.
_TRAINING:_
1. Responsible for planning, developing, tracking and delivery of training
for providers, hospital business partners, and physician office staff on new
and current applications and workflows.
2. Develop, maintain and customize educational material for new HCA IT&S
solutions and application enhancements to reflect facility or physician-
specific needs.
3. Prepare and deliver presentations, demonstrations, train-the-trainer, and
special training courses as needed.
4. Ability to train in a multitude of settings and leverage existing
technology to meet the needs of the audience or customer base.
5. Ability to execute testing procedure training plans, conduct pilot
trainings, and provide feedback to project lead to better serve our HCA
business partners.
6. Ability to learn application functionality in order to effectively train
others in how to install and manage the application on their own device.
_CUSTOMER SERVICE:_
1. Partners with facility and division colleagues to enable a successful
physician experience and foster improved customer service interactions
2. Effectively communicates with customers, maintaining positive body
language with confidence and patience.
3. Follows up, post issue resolution, to complete customer service cycle
4. Seeks feedback through customer interaction to identify areas of
improvement
5. Makes realistic commitments to customers and keeps promises
_KNOWLEDGE, SKILLS, AND ABILITIES_ _:_
1. Organizational
a) Organize/prioritize tasks and maintain attention to detail
b) Willingness to update job skills in a changing environment
c) Flexibility to manage unanticipated changes
d) Adaptable to changing environment of the healthcare industry to physician
support
2. Leadership
a) Possess well-developed leadership skills
b) Professional attitude and appearance
c) Self-motivated and goal oriented
3. Communication
a) Demonstrated ability to communicate effectively with clinical and
information technology personnel verbally and writing
b) Proven customer-facing teaching abilities
4. Customer Service
a) Experience in providing high-level service
b) Customer service orientation and/or training
5. Relationship Building
a) Demonstrated ability to establish and build strong relationships among
facility leadership, physicians, and end-users
b) Ability to work well with other employees
6. Problem Solving
a) Handle multiple duties simultaneously and exhibit initiative
b) Broad understanding of workflow and how systems are used in physician
practices
7. Clinical/Technical
a) Prior experience supporting clinical applications with physicians
b) Expertise in using clinical information systems
c) Demonstrated advanced computer skills
8. Healthcare Inspiration
a) Knows technology improves the patient experience
b) Believes clinicians care for people better when armed with the right
technology
c) Provides tools caregivers need to do their best work
d) Sees that technology applied to healthcare is meaningful… it matters
_Education & Experience:_
1. College graduate or advanced course studies or related experience
2. Three years previous experience in healthcare related field preferred.
3. Occasional/ Intermittent Travel Required
ITG transforms healthcare and gives people healthier tomorrows. We
deliver information technology strategy, support, and solutions. ITG improve
and enhance patient care and business operations. We deliver services at
administrative locations, data centers, and hospitals. The facilities we
support are located in 20+ states and the United Kingdom. Our team works to
move healthcare forward. We do this by seeking, embracing, developing, and
delivering technology for patient care.
HCA Healthcare has been recognized as one of the World’s Most Ethical
Companies® by the Ethisphere Institute more than ten times. In recent years,
HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of
charitable care, uninsured discounts, and other uncompensated expenses.
> “There is so much good to do in the world and so many different ways to do
> it.”- Dr. Thomas Frist, Sr.
> HCA Healthcare Co-Founder
Be a part of an organization that invests in you! We are reviewing
applications for our Provider Solutions Specialist opening. Qualified
candidates will be contacted for interviews. Submit your application and help
us raise the bar in patient care!
We are an equal opportunity employer and value diversity at our company. We do
not discriminate on the basis of race, religion, color, national origin,
gender, sexual orientation, age, marital status, veteran status, or disability
status.
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