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Clinical Support Analyst Trainer
Within the context of a shared services agreement for Information Management/Information Systems (IMIS) and a client and family centred care environment, the position provides clinical system utilization support as well as training and educational services for a variety of internal and/or external users of the organization’s clinical information systems. Investigates and resolves system problems, ensures communication to caregivers of new system features, problem resolutions and enhanced utilization processes. Performs needs analysis, develops and revises training documentation, implements and evaluates training programs using adult learning principles, and consults with stakeholders to address issues and coordinate training activities. The Clinical Support Analyst/Trainer adheres to the Registered Nurses' Association of British Columbia (RNABC) standards of practice, code of ethics and patient care guidelines in the conduct of his/her role.
1. Responds to clinical systems utilization problems by providing resolutions via telephone or email, investigating problems on site, taking corrective action using site or vendor provided utilities in accordance with established procedures. Provides clinical guidance regarding system functions, usage and procedures.
2. Provides training to user groups and individuals on system clinical applications by conducting needs analysis to determine training requirements, utilizing in-house and/or developing training materials and resources to meet training needs, conducting formal presentations and demonstrations or one-to-one training. Uses educational technology and self-directed learning methods to implement planned programs.
3. Initiates and tracks resolution of incidents arising from clinical utilization problems with the relevant applications, practices or procedures by methods such as gathering information from users, identifying trends and communicating with technical support staff, medical staff, caregivers, allied support staff and management to assist with the resolution of reoccurring problems.
4. Develops and maintains procedures for clinical utilization of the system through methods such as conferring with users, analyzing, assessing, developing and recommending practices to streamline procedures for specific areas and/or for general distribution in collaboration with users, appropriate professional councils and professional practice.
5. Maintains various manuals and on-line training and reference documentation by revising, editing and distributing documentation when new modules are installed or existing modules are upgraded; and/or when revisions to system or clinical procedures are implemented to ensure consistent usage by users at all sites.
6. Contributes to the establishment of educational standards for clinical systems training and works collaboratively with Project Managers, Operational Department Managers, Project Training Leads, Clinical & System Analysts, Super-users, End Users and other relevant stakeholders.
7. Evaluates effectiveness of training programs, activities and resources by analyzing learning outcomes, developing and using evaluation tools such as competency matrices, assessing on-the-job performance through feedback provided by managers/supervisors and determining opportunities for quality improvement. Provides remedial training in scheduled or ad hoc sessions as required.
8. Provides input into the development of support procedures for caregivers in areas such as hardware/software installation, response levels, testing and systems performance monitoring, by methods such as identifying problems to support services management, suggesting revisions to established procedures and participating in projects as a team member to ensure caregiver requirements are met.
9. Modifies, tests and maintains clinical utilization systems processes from specifications and change requests through methods such as gathering detailed information from users, identifying problems with existing processes and recommending alternatives.
10. Prepares a variety of reports using computer software for management including producing administrative, statistical and graphical reports as requested.
11. Sets measurable personal performance goals and objectives within a team or individual environment, incorporating the organization’s vision and values, goals and corporate plan, through methods such as maintaining and updating own knowledge of clinical and professional development within area of practice.
12. Maintains currency on technological information including relevant software functionality by utilizing the Internet and Intranet browsers, reviewing current literature and research, participating in vendor user groups, and attending relevant conferences and workshops.
13. Applies a research approach to problem solving clinical systems issues through methods such as reviewing relevant literature/resources and applying research finding within established procedures and/or in collaboration with the Regional Manager, Professional Practice Director, Nursing and other health care professionals. Evaluates results.
14. Perform other related duties, as required.
Education & Experience
• Graduation from an approved School of Nursing with current practicing registration as an RN with the British Columbia College of Nursing Professionals (BCCNP).
• Two years' recent nursing experience including one year's recent experience with the use of microcomputer hardware and software, computer based clinical information systems, and teaching/education experience in the development and delivery of training programs in a computerized client care environment.
Knowledge & Abilities
• Broad knowledge of the Registered Nurses’ Association of British Columbia standards of practice and guidelines for clinical practitioners.
• Demonstrated ability to effectively deal with others in a consultative/collaborative manner
• Comprehensive knowledge of clinical utilization of clinical information systems
• Broad knowledge of patient care policies, procedures and standards of care.
• Broad knowledge of adult education principles, methods and tools.
• Demonstrated ability to effectively work with individuals and groups in a consultative/collaborative manner.
• Demonstrated training and presentation skills.
• Demonstrated ability in the use of microcomputer hardware, software and communications.
• Demonstrated ability to organize and prioritize workload in a self directed manner.
• Demonstrated ability to work under pressure in a constantly changing environment.
• Demonstrated ability to communicate effectively both verbally and in writing and to facilitate group process.
• Demonstrated ability to understand change dynamics and change management processes.
• Ability to operate related equipment.
• Physical ability to perform the duties of the position.