Support Specialist I, Health Systems

The Support Specialist I, Health System position provides support to the users, systems, applications, and integrations managed by Health Information and Systems Team. The role assists in supporting assigned daily activities as well as projects and tickets. These include, but are not limited to, monitoring, responding to requests from user or other stakeholders, testing, developing reports, and developing/supporting departmental processes and documentation. This role requires mastering of applications and tools used in the support of Health Information and Systems. The System Specialist is expected to become a primary resource to the Health Services team regarding daily support activities and become a valued resource in the Health Information and Systems team.

This role will interface with all brands, medical teams onboard, shoreside health as well as external vendors that manage our healthcare systems. Carnival Corporation is comprised of eight brands with approximately 95(+) ships carrying over 12 million guests annually and employing over 160,000 team members.

Essential Functions:

• Electronic Health Record (EHR) Support

  • Learn and master the EHR application to become a subject matter expert (SME) on daily activities performed by clinicians, medical staff, and shoreside teams.

  • Observe internal and external policies related to data governance and personal health information (e.g., HIPAA, EU-GDPR, CCPA).

  • Perform daily EHR support duties including credentialing, medical record requests, data subject requests (DSR), monitoring, audits, and other assigned activities.

  • Collaborate with onboard medical teams, shoreside support staff, and third-party providers to create, troubleshoot, resolve, and close support tickets related to the EHR system, system configurations, and other custom healthcare applications.

  • Develop and pull reports in the EHR for clinicians, data analysts, or other stakeholders.

• Health Systems Support

  • Work with stakeholders to capture requirements for application changes or enhancements.

  • Work closely with vendors to plan, implement, test, and deploy third-party integrations with the EHR.

  • Lead efforts and collaborate with departments on data gathering, tabulation, and organization sourced from shipboard and shoreside systems.

  • Collaborate with training staff to develop materials and provide support or guidance.

  • Collaborate with clinicians and vendors to improve the functionality of EHR and other custom programs and applications.

  • Coordinate inventory and request processes for hardware peripheral.

• Project Management, Communication & Tools 

  • Leverage project tools to assist with planning and organization.

  • Keep daily tasks and deliverables organized with necessary plans for dependencies or other potential blockers to maintain timelines.

  • Develop documentation, Logs, FAQs, and SOPs. 

  • Develop workflow documents related to ticket management, usage of EHR and other systems using tools such as Visio.

  • Participate in workflow optimization discussions and create workflow, process, or system documentation using visual brainstorming and diagramming applications such as Microsoft Visio.

  • Monitor and manage CRM (e.g., Jira, SNOW, ClickUp) and utilize built-in analytic tools for producing metrics enabling management to measure EHR team productivity and workload.

  • Effective and professional interaction with shipboard and shoreside stakeholders and ability to communicate and explain technical process to different audiences.

• General

  • Demonstrate interest and participation in company initiatives by providing ideas, speaking out, and helping with new efforts.

  • Take initiative to learn and master new areas with the intention of documenting and proposing potential enhancements.

  • Leading and guiding discussion and organizing activities for assigned deliverables.

  • Completeness of deliverables.

  • Attention to detail to reduce potential errors or re-work.

  • Performs other duties as assigned. 

Qualifications:

• Bachelor's degree required in a computer/IT related field or nursing. At least 2 years of demonstrated experience working in healthcare with Electronic Health Records.                                                                                   

Knowledge, Skills, and Abilities:

• Health Informatics or Information Systems with direct exposure to Electronic Health Records. 

• Ability to thrive in a fast-paced environment, while prioritizing workloads.

• Problem-solving skills to research and resolve issues.

• Organizational skills demonstrating high attention to detail.

• Strong oral and written communication and interpersonal skills.

• Knowledge of major health records platforms. 

• Electronic Health Record systems. SeaCare® preferred, Proficiency in Microsoft Office Suite (Word, Excel, Visio, Outlook, PowerPoint), TEAMs, other Visual Diagramming Software, project management tools such as Microsoft Project and record management systems.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
Travel: No or very little travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Carnival office in South Florida Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage 
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion. 
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement 
  • On-site Fitness center at our Miami campus

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