University of California San Francisco Medical Center
San Francisco, CA, USA
Feb 05, 2021
Applies skills as a seasoned clinical applications professional to projects of medium size at all levels of complexity, or portions of large projects. Under general supervision of the Clinical Communications Lead, this position is responsible for providing supervision and technical assistance in the development and support of clinical communications primarily at Parnassus and Mount Zion campuses. Works closely with various teams in order provide best in class service to Voalte users; interacts with clinical and business customers, as well as various IT groups, external departments, and outside vendors and consultants. Position is responsible for complex assignments that are small to significantly sized, that require independence, decision making, project management, and judgment levels beyond that of Programmer/Analyst. Analysis of situations or data requires an in-depth evaluation of various factors. Incumbent will exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criterion for obtaining results. This position will work closely with various teams in order provide best in class service to Voalte users; interacts with clinical and business customers, as well as various IT groups, external departments, and outside vendors and consultants. This position will be a primary contact with our field services group and directly assist them with hardware, this is an onsite position. Assist with resolving/troubleshooting issues (help pull log files, replicate, document) Assist with escalations to the appropriate Customer or vendor contact Assist with escalation of issues regarding network or servers to the appropriate customer contact Track and trend Voalte issues to institute process improvements where possible to reduce issue escalations Support new project development, including systems analysis, planning and preparation, testing and implementation and client coordination as needed Develop, support and maintain systems documentation and procedures as needed and provide training to other IT staff and user clients as appropriate Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported Assign, plan, manage and complete tasks with minimal supervision and coordinate multiple assignments concurrently Coordinate and participate directly in the support of infrastructural applications, including Rauland Borg Adult Nurse Call (R5) Troubleshoot problems end-to-end, identifying potential root cause, coordinating service/support between Clinical Engineering, IT, Network support, server support, medical device vendors, MDI application vendor and APeX application support Work with IT to coordinate security management process including risk and vulnerability analysis and related documentation associated with interconnected/integrated medical systems Work with clinical and application stakeholders in developing specifications for new interfaces Test and provide quality control for implementation of patches, upgrades, and interfaces Meet weekly with the Clinical Communication team lead to prioritize workload All other duties as may be assigned Required Qualifications Two years experience in a highly regulated clinical healthcare environment Bachelor's Degree in Health Care Information Technology, Computer Science, or related area, and / or equivalent combination of experience / training Experience supporting and troubleshooting computer hardware and software in healthcare, preferably with nursing point of care solutions Broad and / or in-depth knowledge of one to two areas of focus in clinical applications specialty area(s); knowledge of systems and functions, including design, development, implementation, user support and training, maintenance, quality assurance, and system testing and evaluation Knowledge of Air watch and/or ability to become proficient at using the MDM Understanding and knowledge of clinical workflows; applicable to the functionality and capability of Nurse Call systems and integrated devices Detail oriented, with proven organizational skills and the ability to effectively manage time, prioritize tasks, and see projects through to completion on deadline Strong problem-resolution skills, with the ability to quickly diagnose problems, and develop, test, and implement appropriate and effective solutions in a timely manner Strong interpersonal skills, with the ability to effectively, train, support, and work collaboratively with users of clinical information systems at all professional and technical levels Strong written and verbal communications skills, with the ability to convey technical information and instructions to all levels of clinical applications users in a specific, clear, and concise manner Strong analytical skills and knowledge in documentation and reporting, with the ability to design and execute tests, analyze system performance data, and produce substantive reports and analyses Ability to work with senior staff and managers, serving as a technical resource and providing advice and counsel on issues of functionality, efficiency, cost-effectiveness, policy, and performance Ability to participate in after-hours on call rotation The flexibility to orient and work at all UCSF Health locations Preferred Qualifications Working knowledge of Clinical Communications Systems Working knowledge of middleware systems Licensure/Certification N/A Living Pride Standards Service Excellence Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Centerâ€™s values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency. Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards. Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information. Demonstrates an understanding of and adheres to safety and infection control policies and procedures. Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets. Work Environment Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture. Picks up and disposes of any litter found throughout entire facility. Posts flyers and posters in designated areas only; does not post on walls, doors or windows. Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments. Protects the physical environment and equipment from damage and theft. The flexibility to orient and work at all UCSF Health locations is required. Equal Employment Opportunity The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.
About University of California San Francisco Medical Center
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