Project Connect Go-live Support Student I

Unity Health Toronto is embarking on a multi-year digital, clinical transformation project to implement a new electronic patient record solution across all sites. The Electronic Patient Record (EPR) project is a pillar of enabling exemplary patient experience and quality of care and therefore see this not as an information technology initiative, but as one founded in clinical transformation and care redesign. Co-op students in this role will have the opportunity to learn about the different clinical and business functions of a hospital, interact with clinical staff, and become proficient with world-class clinical software.

This role will be responsible for achieving basic technical proficiency of a clinical software program in order to subsequently provide support for clinical end-users of this program throughout the hospital at the time of go-live. Leading up to go-live support students will be assigned to one of the areas of interest. Responsibilities may include supporting trainers during end user training, helping to coordinate large readiness events and supporting with the technical set up of new devices. During go-live support students will be deployed across the campus to provide at the elbow support. Shift work, flexible hours and ability to travel between hospital campuses will be required. The position will be focused on one of the five interest areas (see below for details), all of which emphasize digital transformation. The position will also provide an opportunity to be exposed to a wide variety of initiatives within this large project team to achieve the students learning objectives.

Areas of Interest:

1. Workflow Design & Build

The EPR workflow design and build team is responsible for working with Unity Health leaders to build and implement the new EPR. Workflow design and build activities include

• Collaborate with stakeholders to validate local requirements and consolidate feedback.
• Coordinate and help run local clinical readiness and system validation activities with clinical and non-clinical teams.
• Maintain detailed documentation of system configurations, decisions, and changes.

The technical team is responsible for providing a wide range of services to ensure the technical needs of end users and information technology support teams are met. Technical activities include:

• Complete test scripts for workstation configurations and documenting results.
• Providing supplementary support when installing, testing and maintaining an array of technical devices and related software systems.
• Coordinating remedial services to a wide range of products including but not limited to PCs, printers, laptops, mobile devices, PDAs, and Computers on Wheels.

3. Change Management & Education
The change management and education team are responsible for the design, delivery, and evaluation of change management, benefit realization, and education to support the EPR implementation. Change management and education responsibilities include:

• Leverage change management methodologies, processes, and tools to create strategies, which support system adoption.
• Design training strategy, develop, deliver, and maintain training to end users.
• Identify and plan activities to set up a successful end user support model.
• Collaborate with Senior Directors, Chiefs and Medical Directors and their teams to deliver change management and training activities.

4. Project Management
Our Project Management team is responsible for the coordination and management of the EPR implementation, the management of our third-party vendor, and planning for a successful EPR system go-live. Project management responsibilities include:

5. MyChart Support
The MyChart Support team will be responsible for ensuring patients stay connected to their healthcare through the secure patient portal MyChart. The MyChart Support role will be an 8-month co-op placement. MyChart Support activities will include:

• Develop in-depth knowledge of features and functionalities of the MyChart patient portal
• Provide support in real time to patients and other stakeholders by identifying root causes, solving problems and escalating where required
• Coordinate activation activities to develop adoption and use of the MyChart application

Main Responsibilities
End User Training Support

• Assist with the facilitation of synchronous training sessions utilizing adult learning principles, advanced presentation and instruction skills, for end-users both in-person and through virtual platforms, ensuring that participants are actively engaged and grasp the concepts.
• Collaborate with Credentialed Trainers to support maintenance and distribution of training materials such as classroom information sheets, PowerPoint slides, quick start guides and tip sheets based on updates, system upgrades, and class participant feedback.
• Adapt training techniques to accommodate different learning styles and skill levels, making the learning experience interactive, effective and accessible to all participants.
• Assist with the hosting of hands-on exercises and simulations to reinforce practical skills and boost confidence in using the EPR system.
• Offer lean in coaching and assistance to users who require additional guidance or have specific questions about the EPR system.
• Leverage the LMS to track training metrics, manage class roster, generate training specific reports, send invites to class registrants, mark attendance, etc.
  

System Role Out and Operational Support

• Develops high-level understanding of functionalities within the EPR system, including integrated applications and different modules relevant to the organizations workflows.
• Liaises and manages relationship between build team, clinicians, and end users to achieve optimal system roll out and integration into clinical care.
• Supports tasks related to system testing, configuration and optimization to ensure standards and best practices are followed.
• Translates and communicates functionality of the system to end users to promote understanding, cooperation, and buy-in.
• Provides day-to-day troubleshooting and the timely resolution of identified issues related to build and workflow.
• Assists with the coordination of planning, scheduling, installation, testing and maintenance of workstations, peripheral devices, printers, mobile devices and related system software

Go-Live Support

• Be a visible and accessible presence on-site during the go-live period to provide immediate assistance by addressing end user questions and concerns when facing challenges or encountering difficulties while using the EPR system.
• Reassure end-users by offering hands-on guidance and encouragement as they navigate the system in a live environment.
• Remain composed and effective in high-pressure situations, particularly when addressing urgent user issues that impact patient care or operational workflows.
• Develop high-level knowledge of assigned application module's functionalities, terminology, and potential challenges end users might encounter.
• Actively compile feedback from end-users regarding their experiences during go-live, frequently asked questions, challenges, and user interactions.

Performs cross functional and other duties as assigned and/or requested

• All staff are expected to carry out their assigned duties and responsibilities in a manner which prioritizes patient and employee safety and confidentiality.
• Adhere to strict compliance with patient/employee confidentiality practices, policies, safety practices and standards.
• Independently follow through on initiatives; minimal supervision required to complete assigned work.
• Demonstrate effective administrative, organization, management of time and prioritization of assigned tasks.

Qualifications:

• Must be actively enrolled in a Undergraduate, Post-Graduate, or Certificate program in Health Informatics, Healthcare, Health Administration, Education or related field or recognized equivalent
• Demonstrated high level of effective verbal communication skills, including the ability to translate details into appropriate level of abstraction.
• Ability to communicate technical procedures in a clear and precise manner to non-technical staff.
• Excellent computer skills e.g., Microsoft Word, Excel and PowerPoint.
• Very good problem recognition and problem-solving skills with the ability to deal with situations where information is difficult to obtain, complex or ambiguous.
• Ability to work in a fast-paced environment and motivate project staff to achieve a common goal.
• Ability to manage straightforward small-scale projects independently and/or with minimal assistance.
• Ability to interact with people from all disciplines/levels, be flexible/adaptable to change and maintain confidentiality.
• Ability to work well independently and collaboratively as a team player with staff/stakeholders to undertake report generation, analysis and project implementation.
• Demonstrated commitment to and understanding of the Hospitals Mission and values required.
• Ability to handle competing priorities and conflict