SENIOR SUPER USER ADOPTION SPECIALIST

Company: UW Medicine IT Services
Location: Bellevue
Posted on: June 25, 2022

Job Description:

Req #: 207940 Department: UW MEDICINE IT SERVICES Appointing Department Web Address: http://uwmits_hires.uwmedicine.org/ Job Location: Bellevue, Harborview Medical Center, Health Sciences Center, Other Location, Remote/Hybrid, Renton, Seattle - Downtown, Seattle - Northgate, Seattle - Other, Seattle - Sand Point, Seattle - South Lake Union, Seattle Campus, UW Medical Center - Montlake, UW Medical Center - Northwest, UW Medicine Primary Care Job Location Detail: Hybrid- Onsite in Seattle, WA and Remote Posting Date: 06/06/2022 Closing Info: Open Until Filled Salary: Salary is commensurate with education and experience. Shift: First Shift Notes: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. A higher degree of healthcare.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.

UW Medicine's IT Services department has an outstanding opportunity for an Senior Super User Adoption Specialist!

UW Medicine's Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Primary Care (UWPC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children's University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children's). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

In collaboration with UW Medicine IT Services ('ITS') and under the general guidance of the End User Adoption Manager, the primary focus of the Senior Super User/Adoption Specialist ('Specialist') is to lead the development, administration and maintenance of the Super User Program for Epic Users.
Areas of responsibility include, but are not limited to:
developing and managing all aspects of Super User-related events, activities, and program communications;
collaborating when necessary during future implementations where Super Users have a bigger role in training new functionality;
establishing a recruiting and application process for identifying Super Users;
identifying numbers and needs for Super Users for each area in collaboration with operational leaders as necessary;
planning for FTE (full-time equivalent) absence during Super User events , go-live activities and post-live activities;
coordinating with clinical operations, Training Logistics Coordinators, and other IT partners in supporting and maintaining a plan for long-term Super User support and responsibilities;
coordinating Super User go-live support, post-live support and upgrades
designing and implementing program improvements from Super User feedback and existing Epic application knowledge;
evaluating feedback of Super Users to identify issue patterns or support needs;
leading staff education related to upgrades;
partnering with BCDR team to coordinate downtime activities of Super User team;
managing support resources for Super Users by coordinating training/education with relevant IT experts as needed;
partnering with Clin Ed/Nursing Development on Super User education
participating with Physician Liaison Specialists to ensure coordination of support activities;
acting as liaison to the Super Users for support related to the Epic electronic health record (EHR) implementation and maintenance to support user competency and continuing success of the EHR system at UW Medicine;
guiding the organization's goal to maintain clinicians' competence and efficiency in the EHR through both project go-lives and recurring upgrades;
analyzing key measurables related to the Super User programs; and
developing and maintaining productive relationships with leadership to ensure a sustainable Super User Program and providing a solid foundation for success through clear communication and involvement across all levels of the organization.

RESPONSIBILITIES

Program Development, Implementation, and Management (35%)
Ongoing Program Coordination and Management may include but is not limited to the following activities, facilitated/coordinated by the Senior Specialist:
Create and manage an operational support program that maximizes the bridge between SUs and our IT partners, especially those in Informatics and Training.
Onboard and familiarize new Super Users with the role and its expectations.
Manage the Super User recruitment and appointment process. Communicate with managers for candidate recommendations.
Coordinate recurring schedule of Super User meetings.
Coordinate any project go-live Super User support plans.
Provide back-up or support for Super Users during project go-lives.
Analyze trends that indicate ongoing support needs for Super Users.
Develop, implement, and maintain all Super User orientation and support activities.
Promote Super User coordination with ongoing end-user training efforts.
Create long-term engagement plans for Super Users to ensure successful training programs.
Collaborate with other Specialists and Training partners to engage Super Users in such activities as refresher and optimization training, new employee training, advanced/skills enhancement training and upgrade training.

Ongoing Super User Support (25%)
Ongoing support may include but is not limited to the following activities, facilitated/coordinated by the Senior Specialist:
Lead ongoing support activities related to future upgrades or other system changes.
Communicate and educate Super Users on updated educational materials, including ongoing meetings and any support materials related to project go-lives and upgrades.
Organize meetings to review and apply new expectations for Super Users, as needed, to continue to achieve/sustain overall program goals.
Facilitate monthly or ad hoc meetings to discuss:
Upgrade impacts, or changes that have occurred or will occur in the system.
Issues that have been found and any solutions to those issues.
Ideas for system optimization.
Evaluate reporting metrics to target specific users or system areas to improve Epic efficiency and knowledge in areas in which users are struggling.
Author, edit, and distribute newsletters or other communications as ongoing support for Super Users.
Create and maintain an Intranet site specifically for Super Users, which contains essential resources. Publish or share existing tip sheets, targeted messages and general information to keep Super Users informed.
Provide tip sheets or other documentation about the changes. Leverage tip sheets and other training-sanctioned materials to share with Super Users before upgrades or other system changes.

Program Maintenance (20%)
Ongoing program maintenance may include but is not limited to the following activities, facilitated/coordinated by the Senior Specialist:
Facilitate processes for tracking Super User participation or have Super Users self-report their successes at regularly held meetings or via one of the program's communication platforms (e.g., Teams, Inbox, or live meetings).
Collaborate with managers, directors, and Super Users in each operational area to identify potential support gaps, especially for upcoming upgrades.
Promote Super Users practice of effected workflows in the playground prior production upgrades.
Coordinate refresher sessions for Super Users just before the upgrade. Ensure devoted time at SU meetings ahead of upgrades to allow for last-minute questions and partner with Training Team, as needed, to support refresher sessions.

Program Evaluation (10%)
Ongoing program evaluation may include but is not limited to the following activities, facilitated/coordinated by the Senior Specialist:

Conduct survey with Super Users at least annually.
Synthesize survey results to determine the reach and effect of the program.
Assess the interest of current Super Users and, if needed, recruit new Super Users.
Analyze the program's impact by using reporting metrics to determine user efficiency and other factors before and after receiving Super User elbow support.
Evaluate Super Users feedback after upgrades to adjust future support plans.

Other (10%)
Other duties as assigned may include but is not limited to the following activities, facilitated/coordinated by the Senior Specialist
Collaborate with external organizations to share lessons learned and best practice.
Design and implement ongoing best practices for the team, including education/training of other team members and contributing to process/communication improvement initiatives.
Mentor other Super User/Adoption Specialists and team members in their work.
Develop professional goals for career development in partnership with manager.
Act as back-up for other team members and functions, as needed.
Perform other duties as assigned.

REQUIREMENTS

Bachelor's degree in Computer Science, Information Technology, Business Administration, Education, Instructional Design, Technical Writing, English, Healthcare, Communication, Technology or related field or equivalent combination of education/experience.

4+ years of experience must include:
4+ years of experience in adult education or corporate training programs.
4+ years of experience with adult learning techniques.
4+ years of experience with Information Systems.
4+ years of healthcare operational or clinical background in a large academic medical center or other health care setting.
Proven skill in oral presentation and facilitation.
Experience organizing and prioritizing to meet project deadlines.
Proficiency writing, proofing and editing support materials or educational content for grammar, accuracy and clarity and the ability to guide other team members in similar work
Proficiency presenting effectively and confidently, tailoring delivery for desired results and the ability to mentor other team members in similar work.
Proficiency with project and program planning and control techniques, such as work breakdown structures, critical path analysis, resource analysis and conflict resolution and the ability to mentor other team members in similar work.
Experience developing and delivering EHR clinical applications training or experience in Informatics in an inpatient, acute or ambulatory care organization.
Demonstrated experience organizing, prioritizing, and guiding a team of specialists to meet project deadlines.
Strong proficiency with tools to create interactive eLearning meetings (live, virtual, and pre-recorded), printed support materials, and program assessment content, and the ability to mentor other team members in similar work.
Proficiency with project and program management concepts and best practices, such as planning, implementation, and logistics in a cross-functional environment.
Experience consulting, coaching, and mentoring team members.

DESIRED

Previous experience in and knowledge of academic healthcare systems and/or operational environments.
Advanced degree (e.g., Master's, PhD, etc.) in Education, Instructional Design, Adult Learning, Technical Writing, English, Clinical Informatics, Healthcare, Communication, Technology, or related field.
Epic certification.

CONDITIONS OF EMPLOYMENT

This is an Information Technology deadline-driven work environment.
The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Must have the ability to meet in person as directed by manager.
Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
Must coordinate projects without direct supervisory authority.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations - HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Ability to communicate effectively in English, both verbally and in writing.

#monster REQUIREMENTS: See above.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.


The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.


The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.

COVID-19 VACCINATION REQUIREMENT Governor Inslee's Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.

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