Clinical Analyst for Operations and Support team

COMPANY OVERVIEW

Founded in 2011, privately held TransformativeMed, Inc., headquartered in Seattle, Washington, is the world-wide leader in developing Cerner-integrated solutions that enable hospitals and health systems to modernize their Electronic Health Record (EHR) for future innovation. Used at more than 120 hospitals, the interface-free, CORE Value Suite solutions optimize clinician workflows and augment clinical intelligence to support complex disease management. Machine-learning and Artificial Intelligence are used to ensure that the EHR seamlessly serves patient-specific and specialty-specific care intelligence to care providers as they work, dramatically reducing repetitive data entry, to streamline workflows and decision support processes. Health systems realize more value by rapidly innovating their existing EHR without replacing it. 

POSITION OVERVIEW

TransformativeMed continues to transform health care with innovative approaches to information systems that support excellent care, productivity and well-being. TransformativeMed’s solutions translate information into knowledge that drives more informed decision-making. 

As the Clinical Analyst for Operations and Support, you will:

  • Lead client software implementation efforts with a focus on clinical workflow and decision support design.  This involves regular, virtual engagement with clinical project teams at hospitals around the U.S.

  • Provide initial issue support and resolution to clients, with assistance from the TransformativeMed technical team, as necessary.

  • Develop and manage the client software support process, with a focus on issue tracking, management-level reporting and resolution in accordance with service level agreements

  • Engage existing client hospitals to identify new sales opportunities in collaboration with the sales and marketing and client management teams

  • Work with the internal software development and product advisory teams to provide clinical guidance and analysis of software development projects.

  • Collaborate with the product advisory, clinical content and account management teams to develop clinical content for TransformativeMed software.

  • Collaborate with the clinical content and product advisory teams to document clinical requirements for software.

In addition, you will:

  • Engage in regular communication with clients regarding available software updates and feature enhancements.

  • Triage and troubleshoot software support issues reported by clients.

  • Track and manage software support issues and assure their timely resolution within service level agreement standards.

  • Working with the operations and support team project manager, organize tasks and issues across many projects using standard software tools, including MS Office and online issue-tracking software.

  • Address complex software and process questions from practitioners, nurses and other clinical and technical staff at client hospitals.

  • Work with client clinical analysts to provide clinical and workflow design guidance for healthcare software in the hospital.

  • Complete software implementation, build and testing efforts with client hospitals.

  • Partner with the technical team to escalate support or implementation issues requiring software development or troubleshooting expertise.

  • Manage, and update software support documentation intended for use by the client hospitals, in conjunction with the TransformativeMed technical, product and clinical content teams.

  • Engage clients to identify cross-sales or innovation partnership opportunities.

Competencies

  • Proficient written and verbal communication skills

  • Leadership

  • Problem Solving/Analysis

  • Decision Making

Required Qualifications, Education and Experience

You should possess these attributes:

  • Demonstrated ability to engage with physicians and other care providers in a collaborative setting related to software implementation (including residents, attending physicians-, Chief Medical Information Officers, Chief Medical Officers, etc.).

  • Broad understanding of processes involved in the development of a healthcare product/solution

  • Strong leadership, team building, and people skills

  • Excellent verbal, written, and presentation skills

  • Thrives in a dynamic start-up environment with change and ambiguity

Experience

  • Proven experience with, and knowledge of, the inpatient healthcare setting and related care processes, with a specific understanding of multi-disciplinary care-team workflows, including physician and ancillary staff.

  • Experience or familiarity with healthcare information technology systems, with a focus on the electronic medical record and inpatient usage (e.g. CPOE, nursing documentation, medication administration).

  • Familiar with basic insulin and glucose management in the hospital (i.e., basal, bolus and correction insulin).

  • Clinical analyst and/or clinical support experience at a hospital with a focus on healthcare software.

  • Background in clinical care and expertise in health IT systems development, deployment, and use

  • Experience in informing design and development of innovative healthcare solutions using technology, data, and new models of care

  • 5-10 years of related industry experience

PERFORMANCE & SUCCESS MEASURES

Create and maintain repository of online documentation available to external and internal clients for:

  • Product technical guides (build/configuration guides, upgrade instructions, etc.)

  • Product design and configuration guides

  • Product FAQ’s

  • Product support and education resources

  • Hold regular status calls with client sites

  • Oversee and execute process of providing client organizations with annual application

  • Track both external and internal projects using project management software

  • Strong culture and employee satisfaction

Other Duties

  • Required on-call rotation with a pager (rotate with other TransformativeMed employees, low call volume).

  • Occasional travel to client hospitals (in the U.S.) for implementation support and relationship management (usually accompanied by company leadership).

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  


TransformativeMed provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.