HIE Support Specialist - Ann Arbor, United States - Michigan Vein Care Specialists - Ann Arbor
Description
**HIE Support Specialist**
Provide high quality service and operational support to providers, clinicians, and patients / families utilizing the MyUofMHealth Patient Portal, Provider Portal, E-CE and other applications related to the Health Information Exchange initiatives by applying broad knowledge of federal and state regulations, health system policy and unit standards.
Respond to access requests to the HIE applications while ensuring compliance with federal and state privacy laws, authorizations, release of information practices, and medical record documentation principles.
Provide help desk support to patients, patient families, internal staff, and external providers and clinics regarding the MyUofMHealth Patient Portal, Provider Portal, ECE, Epic Direct Messaging and other applications related to the HIE initiatives.
Serve as first point of contact for all patients, customers, and external providers seeking assistance for use, navigation or enrollment in MyUofMHealth Patient Portal or ECL Provider Portal.
Respond to and prioritize patient requests for MyUofMHealth portal activation received via InBasket message and on-line requests from UHS and Michigan Medicine.
Triage, prioritize, and respond to all incoming patient CRM (customer response message) from MyUofMHealth Patient Portal in compliance with federal and state regulations, health system policy and unit guidelines and standards.
Revoke Patient Portal accounts utilizing deactivation activity within MiChart as requested by clinical providers, the Office of Clinical Safety, or as otherwise dictated by UMH policy in compliance with federal and state regulations.
Facilitate requests for adult to child, adult to adult, and adult to incapacitated adult proxy access to the MyUofMHealth patient portal, while ensuring compliance with Michigan Medicine policies, federal and state laws and regulations.
Assist with investigation of potential privacy violations and create reports regarding any patient issues or privacy violations to HIE Support Team Leads, Supervisor or Senior Manager as directed and assigned.
Facilitate requests for access and updates to ECL EpicCare Link Provider Portal in compliance with unit standards and UMH policy.
Assist with testing of proposed upgrade features as needed for MyUofMHealth Patient Portal, ECL Provider Portal, and HIEs.
Monitor and respond to Care Everywhere Incoming Message Report according to unit standards and in compliance with UMHS policy.
Work under fast-paced circumstances to meet deadlines.
Communicate with unit leadership regarding process and procedures.
Demonstrate an understanding of University, departmental, and unit policies and procedures and seek clarification as needed.
Assure compliance with safety programs.
Maintains currency with work processes, tools, and clinical and administrative applications necessary to perform job functions.
Meet or exceed the departmental/unit quality and productivity standards for work performance.
Demonstrate initiative by continuous expansion of knowledge and skills.
Participate in departmental/unit activities including, but not limited to, staff meetings and in-services.
Perform other duties as assigned in order to maintain the efficiency of the department.
Flexibility within scheduling to cover operations up to and including 7am-7pm weekdays and rotating weekend day coverage between 8am-1pm.
Assist clinical staff with patient and/or proxy access to MyUofMHealth Patient Portal.
Assist external providers and auditors in the access process at Michigan Medicine.
Provide help desk/support functions to patient and provider portal users*. For example, login assistance, lost activation codes, account recovery including resetting passwords, and general guidance on how to use and navigate MyUofMHealth and Provider Portal, virtual health including video visits, general functions and methods of access; support includes ability and knowledge to provide general technical support to end users verbally by telephone.*
Communicate effectively with internal and external customers to accomplish organizational goals related to the MyUofMHealth patient portal, patient care, and customer service.
Educate faculty, staff, patients, and the public on the benefits of using MyUofMHealth, how to navigate the website, and privacy and security aspects of the portal.
Escalate patient and/or external provider concerns to HIE Support Team Leads, Supervisor, or Senior Manager as appropriate.
Provide direct support to Turner Senior Center partners assisting patients with enrollment, use, and navigation of the MyUofMHealth Patient Portal.
Utilize tracking systems and maintain data about ongoing activities to ensure completion and escalation of problems in a timely manner.
Communication: Exceptional interpersonal skills required in verbal and written communications to diverse customers, peers, and colleagues.
Attention to Detail: Achieves thoroughness and accuracy when accomplishing a task.
Data Management: Acquires, validates, and processes data so its accessibility, reliability, and timeliness are ensured to satisfy the needs of end users.
Analysis: Analytical skills with the ability to visualize, articulate, and solve complex problems and concepts and make decisions based on available information. Ability to analyze detailed information to determine appropriate compliance with privacy and security rules.
Critical Thinking: Gathers and integrates critical information to arrive at effective solutions.
Decision Making: Makes timely, informed decisions that take into account the facts, goals, constraints and risks.
Independence: Ability to work independently in an ever-changing and potentially stressful environment while maintaining confidentiality at all times.
Teamwork: Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
40 Hours per week with availability Monday through Saturday
Shift Assignments in Teams (may be adjusted as required / necessary)
+ Team A = 7:00am 3:30pm Weekdays
+ Team B = 8:30 am 5:00 pm Weekdays
+ Team C = 10:30am 7:00pm Weekdays, 8am-1pm Saturdays
Remote position with ability for on-site training and meetings as required
**Required Qualifications***
Associates of Applied Science in Health Information Technology, or an Associates degree in an equivalent, relevant field of study is required or an equivalent combination of experience, education, and certifications may be considered to meet this requirement.
Two years experience in healthcare information technology, healthcare analytics, health information management, or equivalent customer support position within an academic medical center environment are required.
One year in a telephone support position (e.g., call center, help desk, customer service) is required.
Knowledge of standard medical terminology is required.
Knowledge of requirements related to adherence to patient confidentiality and privacy policies is required.
Demonstrated strong interpersonal communication skills and independent problem-solving in order to meet the ongoing needs of clients (clinical staff and patients) is required.
Strong public speaking skills and the ability to facilitate virtual training sessions for the public are required.
Proficiency using Microsoft Office for work tasks is required.
Attention to detail and demonstrated data management skills are required.
Ability to work independently or in a team with minimal supervision is required.
Experience using UMHHC / Michigan Medicine information systems/applications (e.g., MiChart) is required.
**Desired Qualifications***
Registered Health Information Technician (RHI