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Texas Health Resources Customer Engagement Specialist II in Arlington, Texas

Customer Engagement Specialist II

Are you looking for a rewarding career with family-friendly hours and top-notch benefits? We are looking for a qualified Customer Engagement Specialist II like you to join our Texas Health family.

Position Highlights:

  • Work location: Texas Health Fort Worth

  • Department: Information Technology

  • Work hours: Full Time (40 Hours); Day Shift; Monday – Friday, 7:00 AM – 4:00 PM, 3 or 4 weekends per year. 4 weeks on-call per year for Physician assistance.

  • Salary range: $31.11 – $48.07 per hour (based on relevant experience)

At Texas Health Resources, our mission is “to improve the health of the people in the communities we serve”.

We are one of the largest faith-based, nonprofit health systems in the United States with a team of more than 23,000 employees of wholly owned/operated facilities plus 2,200 employees of consolidated joint ventures in the greater Dallas Fort Worth area. Our career growth and professional development opportunities are top-notch and our benefits are equally outstanding.

Join our award-winning Texas Health family and become a part of a team that is improving the health of our communities daily. You belong here.

Qualifications:

Education:

  • High School Diploma or Equivalent required And

  • Associate’s Degree in Computer Science, Information Technology, Business, Healthcare, or relevant field required. Nursing Degree preferred And

  • Bachelor’s Degree in Computer Science, Information Technology, Business, Healthcare, or relevant field required. Nursing Degree preferred.

Experience:

  • 5 years relevant Information Systems/Healthcare related experience required with no degree required Or

  • 3 years relevant Information Systems/Healthcare related experience required with an Associate’s degree required Or

  • 1-year relevant Information Systems/Healthcare related experience required with a Bachelors’ degree required.

  • 2 years’ experience using and/or supporting an electronic health record (Epic) highly preferred And/or

Licenses and Certifications:

  • Epic Certification preferred upon hire.

Skills:

  • Ability to multi-task, proficient in Microsoft Office Suite, critical thinking skills, organization skills, communication skills, presentation skills, able to communicate technical information to non-technical users, flexible, customer service orientated.

  • Basic knowledge of medical terminology and procedures.

  • Requiring minimal supervision.

Position Responsibilities: Customer Engagement provides end user support to Physicians and Clinicians for all clinical applications including the core clinical centerpiece (Electronic Health Records, "EHR").

In addition to the required qualifications, a successful Customer Engagement Specialist II will:

  • Provides instructor led training to newly credentialed physicians, anesthesiologists, and allied health professionals. Provides at the elbow training to all CareConnect (Epic) users by providing answers to questions during rounding or in response to specific requests. Provides topical training to fill in knowledge gaps. Facilitates understanding of both clinical and technical aspects of CareConnect. Reviews ongoing CareConnect changes with customers and discusses impacts to their workflows during rounding, meetings, small group or one on one interactions. Educates end users on impact of new version release upgrades and interim updates. Develops supplemental training tools for customers such as tip sheets, pocket guides, PowerPoint presentations, email communications, and flyers.

  • Provides optimization of CareConnect by observing customer usage through rounding or other methodologies and works with individuals or small groups to promote best practice usage of CareConnect to obtain higher levels of access, quality, efficiency and safety. Follow up initial training with individual optimization – setting up system lists, reports, order set favorites and defaults, note documentation, and order preferences per provider specialty. Works with special interest groups or specified departments to coordinate clinical and technical workflows.

  • Provides support by understanding and articulating CareConnect modules, activities, and workflows to end users. Troubleshooting problems or questions from end users to provide education and solutions. Adheres to THR and ITS policies, procedures, and standards. Offers fresh insights to help others overcome mental blocks and think creatively. Challenges others to think through implications, generate possibilities, and develop solutions. Consider the ideas, needs and suggestions of team members. Provides after hours on call support to inpatient providers. Provides system-wide project go-live floor support to meet ITS objectives. Manages request and incident tickets consistent with established ITIL processes working with second level of support and or ancillary teams as needed.

  • Promotes CareConnect changes and workflows to increase awareness and gain customer acceptance and adoption by attending department, specialty, administrative, or special interest entity-based meetings. Contributes to the dissemination of roll out information for various IT applications and services that benefit the customer. Recruit and promote customer attendance and participation at forums and optimization sessions.

  • Adheres to THR and ITS policies, procedures and standards with minimal supervision. Offers fresh insights to help others overcome mental blocks and think creatively. Challenges others to think through implications, generate possibilities and develop solutions. Considers the ideas, needs and suggestions of other group members. Prioritizes work appropriately, carrying out assignments with the appropriate level of direction and completing tasks within deadlines.

  • This role will provide a combination of virtual and onsite support to multiple Texas Health locations including our hospitals and clinics.

Why Texas Health? As a Texas Health Customer Engagement Specialist II, you’ll enjoy top-notch benefits including 401(k) with match, paid time off, competitive health insurance choices, healthcare and dependent care spending account options, wellness programs to keep you and your family healthy, tuition reimbursement, a student loan repayment program and more.

At Texas Health, our people make this a great place to work every day. Our inclusive, supportive, people-first, excellence-driven culture make Texas Health Resources a great place to work.

Here are a few of our recent awards:

  • 2021 FORTUNE Magazine’s “100 Best Companies to Work For®” (7 th year in a row)

  • Becker's Healthcare "150 Great Places to Work in Healthcare" (4 years running)

  • “America’s Best Employers for Diversity” list by Forbes

  • A “100 Best Workplaces for Millennials" by Fortune and Great Place to Work®

Additional perks of being a Customer Engagement Specialist II:

  • Gain a sense of accomplishment by contributing in a teamwork environment.

  • Receive excellent mentorship, comprehensive training and dedicated leadership resources.

  • Enjoy opportunities for growth.

Explore our Texas Health careers site for info like Benefits , Job Listings by Category , recent Awards we’ve won and more.

Do you still have questions or concerns? Feel free to email your questions to recruitment@texashealth.org .

Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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