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As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.
Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
General Summary Overview Statement
Under the direction of the Manager for BHIS Mobile Technology and End User Computing, this position will:
•Provide analytic support for device inventory and OS upgrades of over 18K PHS devices across the BWH, BWFH, and BWPO.
•Support Mobile Application such as Voalte, Cortext, Mobile Iron, Scribble, and Wayfinding applications.
•Support the End User Computing Experience by developing expertise to facilitate optimization and adoption of tools that can improve the end user computing experience.
•Support for Inpatient Virtual Care and Bedside Initiatives and partner with the Mobile Iron team on ios profiles and fleet management.
Principal Duties and Responsibilities
Provide on-going support of live applications including but not limited to on-site and telephone support, system maintenance, system enhancements and upgrades
Provide 24-hour on-call support on a rotating basis with other clinical systems team members to address urgent issues that cannot be handled by the Partners Help Desk
Conduct formal presentations and training sessions for hospital and IS staff
Work closely with project managers, business owners, end-users, and developers to define business/clinical needs, develop approach, scope, and work-plan to meet system, operational, and organizational objectives
Utilize recognized project management techniques and methodology including activities such as:
•Definition of project scope and objectives
•Creation of project charter
•Management and status reporting tools
•Feasibility and cost benefit studies
•Functional and technical requirements definition
•System testing/quality assurance
•Project administrative activities
Identify system and related operational issues and provide recommended solutions
Provide appropriate and timely issue escalation reporting with recommended resolutions to both IS management and project leadership (when applicable)
Provide on-going project status reports to IS management, project leadership, and user community
Complete work assignments in accordance with an established timeline
Maintain and promote a positive team environment
Function as both an individual contributor and team player within Partners IS and the hospital community at large
Provide quality customer service and serve as an exemplary representative of Partners Information Systems; on-going communication, feedback, and follow-through with customers & peers are essential
Perform other duties and special projects as assigned by Clinical Systems Management
Requires local travel to IS and hospital sites, including patient care areas with limited patient contact, located at BWH, BWFH, and BWPO sites.
Other travel may be required to attend meetings and professional development sessions
Must be able to provide adequate transportation between work locations
Off-site beeper coverage for user support as assigned
As projects and priorities dictate, must be available to work non-standard business hours, such as evenings, nights, weekends and holidays when necessary
Bachelor's Degree strongly preferred.
0 - 3 years of experience in computer systems or healthcare preferred.
Experience with Apple iOS and Android preferred.
Skills, Abilities, Competencies
Strong administrative, analytical, problem-solving, written and verbal communication, and presentation skills
Ability to work cooperatively and effectively with people from all organizational levels and build consensus through negotiation and diplomacy
Demonstrated ability to assimilate and understand new software
Ability to understand the flow of data through complex architecture, and understand the consequences that erroneous data could have on patient care
Ability to understand the work environment and competing priorities
Ability to develop and meet defined goals and objectives
Ability to plan and manage small-to-medium-sized projects, their dependencies, resources, and timelines, and to prioritize work on multiple projects appropriately
Ability to provide 24x7 user support which may include direct user support in patient care areas
Strong PC skills required with knowledge of Microsoft Office Suite, Project, and PowerPoint preferred
Ability to be flexible, versatile, and adaptable and work within a complex, multi-site environment
Ability to relate job responsibilities to hospital operations and the strategic objectives of Partners Healthcare System and respective institutions
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.
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