• Informatics Support Specialist

    Portland Metro Area
    Full/Part Time
    Full Time
    Req ID
  • Overview

    Northwest Permanente, P.C. is a self-governed, physician led, multi-specialty group of over 1500 physicians, surgeons, and clinicians, caring for over 600,000 members in Oregon and Southwest Washington. Northwest Permanente is seeking an Information Support Specialist in the Department of Medical Informatics. The Informatics Support Specialist is responsible for supporting our customers and physicians with the knowledge and tools they need to improve technical comprehension, clinical quality, and accuracy, to better provide care and total satisfaction to our customers and members. The department does this through diligent and conscientious attention to user needs, clinical requirements and regional expectations. This position plays an integral role in the facilitation, introduction, acceptance, integration, and effective use of KP HealthConnect and related new processes. The Department of Medical Informatics works closely with Business Affiars and other teams to address needs in the areas of geo expansion and network adequacy. This position will help address needs regarding training, physician support, systems vetting and approvals, and the effective use of Kaiser Permanente HealthConnect to support the vision of providing all Kaiser Permanente Northwest members and affiliated providers with the quality Permenante Medicine experience.


    • Analyze complex situations in medical or business office environment to determine opportunities for increasing end user efficiencies with KPHC or other technology solutions (including virtual visits), provide consulting support and take action including: Analyze departmental and individual workflows relating to KPHC. Identify "pain-points" with existing processes where efficiencies are lost. Optimize departmental and individual workflows relating to KPHC. Develop curricula for and conduct departmental and individual training sessions. Facilitate Ambassador Sessions. Develop SmartTools within KPHC. Develop Job Aids for KPHC activities. Provide front-line training support during implementation of new initiatives. Resource for KPHC specific governance groups, Communities of Interest (COI) and special projects including (but not limited to): Clinical content groups. Department of Medical Informatics clinician groups. Health Plan management users of KPHC (from Assistant Department Administrator to Department Administrator).
    • Project Management of initiatives designed to expand modalities of care to our members. Possess demonstrated project management skills with little to no oversight and sustainable results with proven outcomes (project scoping, planning, approach design, resource definition, time management, project control, task development). Plan project for optimal results and speed. Transfers knowledge and skills to project team and client personnel. Establish processes and create effective project management tools. May supervise up to 3 projects at the same time.
    • Provide intra-department (within CDIS) Support including (but not limited to): Develop StoryBoards for KPHC training. Develop and conduct classroom training sessions pertaining to KPHC expertise. Project support to Support, Technology and Training teams. Review of KPHC Release Notes for major or minor upgrades. May direct the work of others in this role.
    • Develop and maintain knowledge of medical and business office processes and workflows.
    • As required: Provide support to Care Delivery web projects: Single point of contact for web-project intake. Consultation on the best solution (wiki, SharePoint, Intranet, Internet sites). Customer relationship management between delivery organization and requester. May direct the work of others in this role. With prior coordination provide onsite or phone support to KPHC operational users, working days, evenings, and nights, as needed. May direct the work of others in this role.


    • Bachelor's degree OR four (4) years of experience in a directly related field.
    • High School Diploma or General Education Development (GED) required.
    • Minimum two (2) years experience of combined adult training/IT support experience preferably in a health care setting.
    • Knowledge of health care and medical terminology.
    • Working knowledge of computer systems, PC fundamentals and application software.
    • Thorough knowledge of at least two of the following:
    • Training of adult learners, preferably in support of automated systems.
    • Principles of personal computer architecture, operating systems, and network.
    • The work and work flow issues in a clinical or business office setting.
    • Demonstrated team player.
    • Self-directed learner comfortable with a constantly evolving environment.
    • Demonstrated self-motivation skills and aptitude to direct and assist others in a learning or support setting.
    • Accomplished interpersonal oral and written communications skills.
    • Ability to write quality, concise, non-technical documentation of a technical subject matter.
    • Demonstrated organization skills; able to manage multiple priorities and projects concurrently.
    • Informatics in use of e-mail and office suite type applications (Word, Excel, PowerPoint, Access).
    • Demonstrated ability to learn computer applications from a business perspective to help others transfer learning from training back on the job.
    • Demonstrated ability to learn new skills quickly and apply them.
    • Demonstrated ability to trouble-shoot basic personal computer/printer problems.
    • Excellent problem solving and analytical skills-with a focus on root cause and resolution.
    • Skilled in facilitation, presentation development and delivery using multiple formats.
    • Strong interpersonal skills with proven relationship building experience.
    • Able to direct diverse audiences to drive for behavioral changes.
    • Ability to adapt communication and effectively deliver messages to diverse audiences.
    • Ability to stay up to date on evolving healthcare information technology as well as understanding operational impact.

     Preferred Work Experience and Qualifications: 

    • Minimum four (4) years experience of combined adult training/IT support experience preferably in a health care setting.
    • Minimum one (1) KP Health Connect Proficiency or Epic Certification(s).
    • PMP Certification or equivalent work experience.
    • Recent clinical or systems experience.
    • Recent experience in a computer training or support role.
    • Experience with implementation and project management for a large-scale clinical systems deployment.
    • Experience in gathering user requirements for technology needs.
    • Subject matter expert level experience or equivalent using KP HealthConnect or other instance of Epic.
    • Change management experience with the ability to define strategies and solutions.
    • Ability to collect and analyze information from various sources, understand and interpret the meaning, and communicate the outcome for operational use.
    • Ability to review complex, multi-disciplinary clinical workflows, identify gaps and propose solutions for specific departmental/organizational goals.


    At Northwest Permanente, P.C., we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Northwest Permanente, P.C. believes that diversity, inclusion, and equity among our employees is critical to our success and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.


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