Client Support Representative
SummaryReporting to the Regional Director, HIM Strategic Planning, Projects and Business Optimization or designate, Health Information Management, the Client Support Representative provides computer technical support duties, and represents Health Information Management on issues related to Providence Health Care’s (PHC) electronic health record systems. Participates in the overall development of PHC’s forms ensuring needs are met from a Health Information Management perspective in accordance with departmental guidelines and/or protocols and industry standards, and approves forms on behalf of Health Information Management. Coordinates the form mapping process to ensure solutions fit within the electronic health record systems, meets with users, provides advice, develops solutions and business flow maps, conducts tests and investigates and troubleshoots problems. Monitors and maintains user identification and access rights, provides computer hardware and/or software training. The position acts as the PHC representative to external vendors and on internal/external committees related to electronic health record issues, and collaborates with Information Management and Information Systems (IMIS) and Client Registration Information Services (CRIS) staff as necessary to ensure a consistent approach to technical support across PHC related to electronic health record services.
SkillsAbility to communicate effectively, both verbally and in writing.
Ability to deal with others effectively.
Physical ability to carry out the duties of the position.
Ability to organize work.
Ability to operate related equipment.
EducationGrade 12, graduation from a recognized two year computer systems technology diploma program plus two years’ recent related experience, or an equivalent combination of education, training and experience.
DutiesCoordinates the form mapping process for various clinics and units within PHC related to electronic health records by methods such as meeting with staff, including nurses and physicians, determining user requirements, providing advice regarding business flows, and ensuring that solutions fit within electronic health record systems, including ChartScan/View Systems. Develops business flow maps, conducts tests, investigates, and troubleshoots problems to ensure conformity to the electronic health record systems across PHC. Maintains and develops chart types (packs) and form order within the types resulting from communications with Clinical Nurse Leaders and/or unit Coordinators. Collaborates with external service vendors and/or IMIS/CRIS staff as required.
Participates in the overall development of PHC’s forms related to electronic health records by methods such as meeting with user departments to determine needs of users, providing advice on issues related to medical records, ensuring needs are met from a Health Record Services’ perspective in accordance with departmental guidelines and/or protocols and industry standards. Develops forms, creates and/or maintains document layout definitions, makes modifications, and ensures forms fit within electronic health record systems. Maintains Forms Library as required utilizing electronic health record systems. Creates bar codes in the system and modifies as required.
Monitors and maintains user identification and access rights for electronic health records systems, including ChartScan, ChartView by methods such as assigning new user identifications, and determining and providing access rights to users such as researchers, residents, students and staff. Adds and deletes user names and develops security profiles and assigns printing rights as appropriate.
Acts as the PHC representative for Health Information Management to external vendors such as 3M (SoftMed) related to electronic health records by methods such as liaising on system functionality issues and/or enhancements, communicating related computer hardware and/or software problems/issues, troubleshooting problem, and/or arranging for service(s) where appropriate.
Acts as a representative on internal and external committees, including PHC’s Forms Committee. Provides input and advice from a Health Information Management perspective, test scans new forms approved by the committee, including forms with barcodes external to PHC, and approves forms on behalf of Health Record Services.
Completes impact assessments for new areas requesting to have their documents scanned.
Provides education to clinical and support staff around document best practices.
Acts as the representative for Health Information Management on issues related to electronic health records by methods such as participating with designated staff in defining processes to support the implementation and use of standard electronic health records, assisting staff in identifying applicable systems requiring application software upgrades, collaborating with vendors, testing images, documenting results, and taking follow-up action on discrepancies as required.
Performs operating and administration functions for Health Information Management by methods such as monitoring systems, modifying and maintaining programs from specifications to complement systems implementation, and to meet technical support requirements.
Participates in the development of client and/or technical support procedures related to electronic health record testing in collaboration with designated Health Information Management and IMIS staff. Monitors system performance, identifies areas requiring further clarification, provides input into documenting communication initiatives for designated staff within PHC, and communicating changes to staff as required. Represents Health Information Management on issues related to electronic health record downtime procedures by methods such as communicating scheduled and unscheduled downtime to staff, liaising with vendors and/or IMIS staff as necessary, maintaining, updating and implementing downtime procedures in collaboration with the Health Information Management leadership, and communicating procedures to staff as required. Provides support for the staff during downtime.
Attends departmental and/or interdepartmental meetings as requested by the Coordinator, Health Information Management by methods such as participating in meetings, providing input, and recommendations, and forwarding requests and/or concerns to the Coordinator and/or other Leaders as appropriate.
Provides statistical reports as requested by methods such as generating reports/queries related to electronic health records by receiving request from staff, including Researchers, and generating reports. Makes recommendations to department leadership related to records scanning/viewing operations and required policies.
Performs other related duties as assigned.
Employees of Providence Health Care receive an excellent and comprehensive health benefit package, as per their collective agreement or terms and conditions of employment.
*Other benefit packages may apply if this is an affiliate posting.
This Licensed Practical Nurse position will be working at our Overdose Prevention Site at St. Paul’s Hospital.
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