Site Support Specialist I Medical Informatics – Cleveland Clinic Abu Dhabi

This position will report to the Site Support Team Lead is responsible for providing frontline support, system expertise, consultation, training, problem solving, and issue resolution to clinicians on software systems’ used to directly and indirectly care for patients. In addition, this position collaborates with Medical and Clinical Operations leadership to facilitate and coordinate optimal adoption and use of the EMR and other clinical systems.

PRIMARY DUTIES AND RESPONSIBILITIES
Achieves and maintains proficiency in electronic medical record and other clinical applications
Serves as a primary contact for electronic medical record and other clinical systems related issues
Learns and understands the workflows of the departments for which providing primary support, and how the workflows integrate with the electronic medical record and other clinical systems
Provides on-site end-user support for technical and workflow issues, new functionality implementation, and system upgrades for the electronic medical record and other clinical systems
Collects and analyzes data to enhance user efficiency and effectiveness
Evaluates basic inquiries pertaining to the functional operation of the EMR and other related system implementations and upgrades
Accountable to resolve end user issues, including escalating issue to higher levels of support, when appropriate, and tracking to ensure issue is resolved
Participates in on-going optimization (clinical workflow, order sets, clinical decision support, care pathways, reports, etc.) based upon end user feedback
Escalate optimization needs/requests and software issues to the informatics/technical team in a time sensitive manner
Participates in training system users, enhancing the skills of existing users, and communicating application enhancements or new functionality via coaching, providing system demos, developing job aides, delivering 1:1 training and/or assisting in classroom training
Provides system and process knowledge during scheduled and unscheduled downtimes, to ensure downtime and recovery workflows are followed, and the system is working as designed after the downtime
Rotation of after-hours emergency support
Other duties as assigned

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