Job Description

The Information Technology Physician Liaison is a subject matter expert working with providers to optimize use of electronic health record (EHR) and other clinical technologies. This role provides real-time support, training, and workflow guidance to ensure safe, efficient, and effective patient care delivery through technology adoption.

• Providing ongoing and just-in-time Epic clinical training and associated support so that clinicians have a detailed understanding of the application at an operational level, to provide optimal patient care.
• Advocating system changes that enhance clinical usage, provide business value and align with TCHHN goals
• Triaging, troubleshooting and problem resolution for the IT systems, including in-depth application troubleshooting and problem resolution with the assistance of the TCHNN IT teams.

Assessing and evaluating incoming provider calls, taking prompt action to resolve the issue.

Frontline IT Support

Provide real-time phone, virtual, and in-person support to clinicians.

Triage, troubleshoot, and resolve issues related to EHR and clinical applications

Document, track, and manage requests through a ticketing and incident management system

Escalate complex issues to appropriate technical teams
Workflow Optimization & Training

Deliver at-the-elbow support and just-in-time training for clinicians

Coach providers on efficient use of EHR tools and clinical workflows

Identify workflow inefficiencies and recommend improvements

Support adoption of new features, upgrades, and care delivery tools
Proactive Rounding & Engagement

Conduct proactive rounding in inpatient and ambulatory settings

Engage clinicians on new tools, enhancements, and workflow best practices

Provide follow-up support and reinforcement after implementation or onboarding
Provider Onboarding & Go-Live Support

Support onboarding of new providers, including first-day workflow support

Assist in system personalization and setup

Participate in go-lives and major system changes
Continuous Improvement & Collaboration

Partner with IT, training, project management, and clinical leadership teams

Provide feedback on system design, training materials, and workflow improvements

Maintain up-to-date knowledge of clinical systems and emerging technologies
Scope of Support

• Direct and virtual support (phone, in-person, remote access)

• Scheduled sessions (1:1 support, office hours, group education)

• Proactive rounding across care settings

• At-the-elbow support for complex workflows

KNOWLEDGE AND SKILLS:

EDUCATION: Entry level clinical degree required (RN, PT, OT, ST, etc.)

YEARS OF EXPERIENCE: 1 year minimum clinical/education experience strongly preferred

PREFERRED SKILLS AND KNOWLEDGE:

Clinical & Workflow Expertise

• Strong understanding of clinical workflows across inpatient and/or ambulatory settings
• Ability to translate clinical needs into technology solutions

Technical & Digital Health Skills

Experience with or ability to learn:

• Electronic Health Record (EHR) systems
• Ticketing and issue management systems
• Clinical communication and secure messaging tools
• Speech recognition / voice-to-text solutions
• Ambient documentation technologies
• Generative artificial intelligence
• Clinical decision support and analytics tools
• Scheduling and call routing / dialing systems
• Remote support tools and virtual support workflows

Analytical & Communication Skills

• Strong problem-solving and critical thinking ability
• Clear, concise communication with clinicians and leadership
• Ability to work under pressure and manage multiple requests simultaneously

Interpersonal & Change Management Skills

• Ability to build trust with providers and staff
• Skilled in teaching, coaching, and influencing behavior change
• Comfortable supporting clinicians with varying levels of technical proficiency