Credentialed Trainer - Yale New Haven Health

Overview:To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Working under the general direction of the Manager, acts as the primary liaison to the customer for Application support and training. The training specialist: Conducts application training through multiple modalities, works on complex analytical and integrated issues to resolve End User issues, supports the development, enhancement, and implementation of ITS applications, creates documentation and develops a Knowledgebase for ITS Application features and support inquiries, works independently and communicate with other support staff and end-users.

EEO/AA/Disability/VeteranResponsibilities:

• 1. Application Knowledge
• 1.1 Attends team meetings to gain system concepts and functionality
• 2. Issue documentation
• 2.1 Documents all calls into call tracking application
• 3. Communication
• 3.1 Works with level 1 Help Desk and level 2 support staff to coordinate documentation and resolution of issues or requests for enhancements or optimization
• 4. Customer Service
• 4.1 Works on complex analytical and integrated issues to address end user issues
• 5. Performs all other job related duties as required including Support of Application at the Manager's discretion.

Qualifications:

EDUCATION

Bachelor's degree in Healthcare, Information Management or related clinical experience

EXPERIENCE

Two or more years in a Healthcare setting preferred. Experience in training, healthcare or ITS applications is desirable. Knowledge of training, healthcare or ITS applications, documentation and practice standards. Two years experience in classroom instructor led training. Experienced in supporting various end users. Experience working with applications and other clinical information systems. Experience in troubleshooting challenging problems and developing resolutions. Working knowledge of workflow assessment, analysis and design using Lean or similar methodologies.

LICENSURE

Required to achieve Credentialed Trainer status

SPECIAL SKILLS

Able to apply adult learning theory concepts. Strong analytical and problem solving skills. Must have exceptional speaking, listening and interpersonal Skills. Must have excellent communication skills with emphasis on presentation, listening, consulting and coaching skills. Ability to manage multiple tasks and prioritize actions required to quickly resolve reported problems. Exemplary customer service skills. Must be able to work independently or in a team and contribute to a positive work environment. Must be able to work in stressful situations and remain focused and calm while maintaining composure under stress. Must be willing to work a flexible schedule and travel to each of the YNH Health System affiliate locations. Ability to discern between hardware issues and application issues and triage issues accordingly. Ability to work in direct customer service situations and adapt to various situations and urgencies.

PHYSICAL DEMAND

Travel to hospitals, practice sites and other customers as required. Needs to be willing to work a flexible schedule and work holidays, weekends, evenings and nights.