IT Support Specialist

Under the direction of the Director of Information Technology, the IT Support Specialist will provide system analysis and ongoing support of multi-service clinical and administrative software programs and applications, troubleshoot problems, provides software training services, support the daily interface between clinicians/medical and administrative support staff with process initiatives, and plans, coordinates and implements projects on schedule. The IT Support Specialist communicates with peers and supervisors, speaks in front of groups, and assists with writing policies, procedures, and training materials.

**Major Responsibilities**

Serve as the coordinator for all clinical and administrative programs and applications, consulting with the staff and outside organizations in customizing software and training individuals in the daily operation of these systems.

Supports EMR, Finance, HR, and Administrative systems such as Cerner, NAV, Sage, and Records Management Systems.

Work with other staff with responsibility for a broad range of activities surrounding the implementation of a comprehensive, standardized, integrated health care information system

Maintain knowledge of computer system technology and support others’ knowledge of decision support tools, reporting methodologies, data design, and definitions.

Perform software application troubleshooting to diagnose system problems and data translation issues.

Analyze and test software functionality; identifies and resolve problems within the scope of authority.

Meet with end users and medical, administrative, and technical staff to analyze problems and develop technical solutions.

Coordinate resolution of software effectiveness issues

Periodically reviews each application's site parameters and local tables for accuracy and completeness.

Coordinate implementation of new software products.

Evaluates processes related to information flow; serve and liaison among various Chugachmiut teams concerning processes.

Assists and/or provides training on current software applications and new features.

Check applications for operating efficiency; identifies patterns in the problems reported and recommend programming, process, and training improvements.

Researches new rules and regulations to update compliance guidelines and procedures.

Participate in coordination meetings to resolve issues.

Retrieves, reviews, and compiles data for reports as directed.

Reviews patient database to monitor records and clarify and resolve discrepancies.

Complete special projects and other duties as assigned or required. Provide end-user support over the phone and in person.

Monitors and assures Provider Credentials are current

Conforms to safety policies and general housekeeping practices.

Demonstrates sound work ethic, is flexible, and shows dedication to the position.

Demonstrates a positive attitude, is respectful, and possesses cultural awareness and sensitivity toward clients and co-workers.

Keeps customer service and the organization's mission in mind when interacting with all clients, co-workers, and others.

Expected to be prepared to start shift at the scheduled time, meet attendance standards, and work the hours necessary to perform the job's essential functions.

Employees are expected to embrace, support, and promote the core values of respect, integrity, trust, compassion, and quality, which align with Chugachmiut’s Mission and Vision through their actions and interactions with all patients, staff, and others.

Conforms to Chugachmiut policies and HIPAA regulations.

Performs Other Duties As Assigned Or Required.

**Education Requirements**

Bachelor’s degree in IT, business, or equivalent combination of education and experience preferred.

Four (4) years of technical support experience

Experience working with the Alaska Native Tribal Healthcare System preferred

Experience In Cross-culture Settings Preferred.

Knowledge, Abilities, and Skills

Technical knowledge of EHR, Finance, HR, and Records Systems

Knowledge of medical terminology, including anatomy, physiology, concepts of disease suffixes and roots, accepted abbreviations, and pharmaceutical terms to accurately spell diagnoses and procedures.

Knowledge of medical record forms, formats, filing systems, and IHS standard codes to establish, analyze, locate, and maintain medical records.

Knowledge of patient care activities and how the services and functions interact.

Knowledge of Local Area Network (LAN) and Wide Area Network (WAN) Principles.

Knowledge of customer service concepts and practices.

Knowledge of business office administrative procedures, use and operation of standard and complex office equipment.

Knowledge of the 1974 Privacy Act is required as the use of personal information and patient records is an integral part of the position, and the privacy of individuals must be protected to the fullest.

Knowledge of the Alaska Tribal healthcare delivery environment.

Skill in troubleshooting computer software applications in multiple operating system environments.

Skill in training users in specialized software applications.

Skill in data collection and analysis.

Skill in understanding medical records procedures and protocols.

Skill in establishing and maintaining cooperative, effective working relationships with co-workers, contractors, and representatives from other local, state, federal, and tribal agencies.

Skill in operating standard office equipment and a personal computer, utilizing various complex software applications, including medical billing programs.

Skill in conducting successful telephone consultations and operating a complex phone system.

Skill in assessing and prioritizing multiple tasks, projects, and demands.

Skill in organizing, problem-solving, priority setting, and accomplishing deadlines.

Ability to research, analyze, and summarize various types of complex data.

Ability to translate technical terminology for understanding by non-technical audiences.

Ability to establish and maintain effective working relations with co-workers, contractors, and representatives from other local, state, federal, and tribal agencies.

Exceptional communication, organization, critical thinking, and analytical abilities.

**Hours & Benefits**

Work hours are 8:30 a.m. to 5:00 p.m., with an hour for lunch.

This is a full-time 37.5 hours per week and 1950 hours per year position.

Chugachmiut maintains a drug/alcohol-free and non-smoking environment.

**Benefits: **

Chugachmiut offers its employees a generous and robust benefits package.

Please visit www.chugachmiut.org for a complete list of our benefits.

Chugachmiut has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act.

Notice To Applicants

All applicants offered employment with Chugachmiut will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation conducted in accordance with Chugachmiut policy and Public Law 101.630.

Every offer of employment with Chugachmiut will be made contingent on a background investigation. The nature and extent of the investigation will depend on the job duties of the position for which an offer is made.

USE OF INFORMATION OBTAINED IN A BACKGROUND INVESTIGATION

Information obtained from a background investigation will be considered for employment purposes as permitted by federal and state law and in accordance with Chugachmiut’s policy.

Information Will Be Reviewed To Determine The Following

Whether an individual made false statements or material omissions on an application for employment or during an interview;

Whether an applicant or employee, based on the job duties of the position in question, poses a threat to security and/or employee safety in the workplace; and

The likelihood of an applicant or employee being successful and productive on the job.

**E-Verify**

Chugachmiut participates in E-Verify and will provide the federal government with the Form I-9 information to confirm authorization to work in the United States once a candidate is hired. If E-Verify cannot confirm authorization to work, written instructions will be provided, and an opportunity to contact the Department of Homeland Security or Social Security Administration for resolution.