General Summary

Under direct supervision supports the Portfolio Electronic Health Record training activities in the Department of Clinical Informatics for the University of Maryland Medical System. Provide direct technical support for clinical and operational end users of the electronic health record. Provide front line customer service, interacting with staff in a professional manner while providing high level customer service as the highest priority while rounding on units, and answering support calls from departments, solving/answering hardware/software/workflow questions. This includes tracking and documentation of user requests, engaging appropriate site/corporate /client resources to support the operation and timely closing of support requests. Assist in the development and implementation of strategic initiatives that will enable employees to develop competence in the use of computer software and systems utilized by both clinical and non-clinical employees throughout the University of Maryland Medical System (UMMS).

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Participates in managing training projects for assigned application(s) including the design, development, delivery, evaluation, continuous improvement, optimization training and/or other performance improvement and staff development with direction and supervision from the Training Leadership team.

A. Effectively delivers assigned IT application training programs that support the strategic initiatives of UMMS and the Information Services and Technology Department.
B. Develops and tests Web-based training programs using standardized system process developed by the department of IT Training and Staff Development.
C. Assimilates training needs and develop training modules to effectively meet the needs of a diverse organization.
D. Maintains data elements within the training environments, in compliance with the Environment Communication Plan, to support all training efforts.
E. Provides customer support during and following go-live.

2. Coordinates logistics associated with training delivery preparation activities such as copying and assembling printed materials, set-up, maintenance of training rooms, equipment preparation, post training clean-up, etc.

3. Participates in training-related performance improvement initiatives and with maintaining training metrics. Follows effective control processes and compliance monitoring to ensure risks are: measured, monitored, controlled, and mitigated. Uses researched-based/best practice methodology, Assists with verification and validation of software programs and materials utilized in training programs for completeness and accuracy.

4. Monitors training room calendar and books reservations.

5. Participates as a member of various project workgroups, attends meetings as required.

6. Provides consulting services to departments within and outside the UMMS organization to develop IT Training plans, programs, and support models for computer systems.

7. Develops constructive work relationships with other IT team members and customers inside and outside the Medical System. Serves as a resource for and mentors trainers of all levels and reports progress to the IT Leadership.

8. Facilitates and/or attends team meetings and other assigned meetings as needed. Completes post-meeting minutes and communicates information to training team members. Completes projects, assignments, and goals within desired timeframes.

9. Provides first level problem analysis, acquires a base knowledge of assigned applications to support clinical and operational departments. Responds to calls regarding clinical hardware and software. Escalates calls to senior support or Medical System IT or relevant departments as necessary.

10. Assists customers to identify and specify the nature of basic to moderately complex requests or problems. Assists in troubleshooting and managing minor clinical hardware and equipment requests.

11. Acts as the primary support of the EHR systems solutions for the user community.

12. Assists with application support testing/training activities as directed.

13. Maintains proficiency in IT systems, policies, credentials and procedures as required.

14. Works with multidisciplinary project and operational staff to help implement, maintain and improve the EHR.

15. Logs all problems, issues and requests. Collects data from customers to aid problem determination/resolution. Provides on-going follow up to customers throughout the support process until the resolution of issues.