IT Physician Liaison Supervisor - IT Administration - Main - Full-Time - Days

The Physician IT Liaison Lead is a clinically trained professional who provides advanced support, training, and workflow optimization for providers while also leading a team of Physician IT Liaisons. This role ensures consistent, high-quality frontline support, coordinates team operations, and drives adoption of clinical technologies to improve efficiency, clinician experience, and patient care outcomes.

• 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 and Leadership

• Provide advanced troubleshooting and escalation support for complex clinician issues
• Serve as subject matter expert for EHR and clinical technologies
• Model best practices for real-time support, workflow optimization, and provider engagement
• Ensure consistent quality and responsiveness across the liaison team

Team Management & Operations

• Directly supervise and support Clinical IT Liaison team members (4 FTEs)
• Develop and manage team schedules, shift coverage, and PTO planning to ensure appropriate onsite/virtual coverage
• Monitor attendance, productivity, and adherence to organizational and HR policies
• Conduct regular team meetings, create agendas, and maintain clear communication cadence
• Provide coaching, feedback, and performance support to team members
• Coordinate onboarding, orientation, and training for new hires

Project & Go-Live Coordination

• Assign team members to support go-lives, upgrades, and major initiatives
• Coordinate coverage plans for high-impact events (new clinics, system rollouts)
• Partner with IT, training, project management, and clinical leadership to align support resources
• Track completion of key deliverables and ensure readiness across the team

Workflow Optimization & Provider Engagement

• Lead team efforts in proactive rounding and clinician engagement
• Identify systemic workflow challenges and escalate opportunities for improvement
• Ensure consistent adoption of best practices across inpatient and ambulatory settings
• Support high-priority initiatives (e.g., documentation efficiency, communication tools, digital health tools)

Training, Standards & Continuous Improvement

• Standardize processes, documentation, and support workflows across the team
• Partner with education teams to refine training materials and onboarding processes
• Maintain awareness of emerging technologies (e.g., AI, ambient documentation, automation tools)
• Promote continuous improvement and innovation within the team

Administrative & Leadership Responsibilities

• Track team metrics (volume, response time, issue categories, adoption trends)
• Prepare updates for leadership on team performance and operational needs
• Support resource planning discussions (as needed)
• Participate in governance committees and cross-functional leadership forums

Scope of Support

• Direct and virtual support (phone, in-person, remote access)
• Oversight of team coverage across inpatient and ambulatory environments
• Coordination of proactive rounding, onboarding, and go-live support initiatives

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

YEARS OF EXPERIENCE: Minimum 2 years of experience in a physician IT Liaison, clinical informatics, provider support, or closely related role supporting clinical workflows and health IT systems

Minimum 1–2 years of experience in a team lead, supervisory, or coordination role (formal or informal leadership)

PREFERRED SKILLS AND KNOWLEDGE

Leadership & Management

• Ability to lead, coach, and develop a high-performing team
• Strong organizational and operational management skills
• Experience managing schedules, staffing, and coverage models
• Ability to balance frontline work with leadership responsibilities

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