Job Description Clinical Solution Specialist - FirstWatch

1 Job Description Clinical Solution Specialist Department: Operations- 2013-04 Exemption Status: Exempt Summary: The Clinical solutions Specialist is responsible for participating in technical and Clinical functions relating to the development and continuing innovation of FirstWatch software solutions . The Clinical Solution Specialist will have a strong background in pre-hospital Clinical practice, quality improvement and data analysis. This individual should be motivated and articulate, with the ability to learn quickly and demonstrate proficiency with various software tools with a high level of technical expertise. This individual ensures that FirstWatch software solutions adhere to organizational values, enabling staff, customers, and partners to provide optimal customer service and patient care. This position will provide professional services and solutions to our customers; assist project teams with technical, Clinical and operational tasks in conjunction with the initiation and planning phases of our standard project deployments.

2 The emphasis for this position will be on the Clinical aspects of the role. However, it is not limited to just Clinical work. These activities include the definition of requirements, benefits, strategy, research and development within the project life cycle and technical/ Clinical analysis, design and support of operations staff in executing, testing and rolling-out FirstWatch solutions . The most qualified candidate for this role will also have experience providing excellent customer service and a background in EMS or pre-hospital care. Anyone that might fit well at FirstWatch must be reliable, flexible, people-oriented, friendly, patient, fast learning, quick thinking, illustrates initiative and responsibility. This person will LOVE providing our customers, both internal and externally, great and honest customer service. A high quality productivity level within a fast paced environment is a necessity.

3 Responsibilities: Consults with agency Medical Directors, clinicians, paramedics and QA/QI staff on Clinical protocols/procedures and challenges. Works with the FirstWatch Medical Director to develop sound approaches to Clinical issues Consults with agency directors, managers, dispatch and operations staff on communication center and operations protocols/procedures and challenges. Data mining to understand the customer s raw data and use it to define the business logic required to provide solutions through FirstWatch software. Assess customer Clinical practice standards and protocols and define business logic to analyze adherence to and deviations in standards/protocols through the FirstWatch system. Work cross functionally with internal colleagues and peers to share information and best practices while remaining actively involved in industry/customer organizations that impact business.

4 Develop research and troubleshoot Clinical , operational, trend and performance related solutions provided to customers in an on-going manner. Comply with governmental privacy regulations HIPAA. Perform client WebEx training sessions related to system orientation, Trigger alerting methods, FirstWatch system demonstrations. Assist with the development of case studies and use cases to share best practices with other customers. Assist with overseeing and management of tasks related to project completion milestones. Participate in industry related trade shows, including booth setup, demonstrations, client prospecting and documenting leads generated from shows. Assist with pro-active client outreach initiatives to ensure that clients are getting the most out of their FirstWatch system and sharing best practices. Document client profile information in our master reference system and all associated client contacts for support matrix.

5 Document correspondence with clients and related activities in the FirstWatch Customer Relationship Management (CRM) systems. Assist with brainstorming and documenting new feature and functions relating to system enhancements or modifications. Participate in support on-call rotations. Perform other duties as assigned. Credentials: Education: Bachelor's degree or minimum of 3 years equivalent working experience with an emphasis in EMS, pre-hospital or related field. Preferred Skills: Technology: Microsoft Office suite - Excel, Access, Word Windows based operation systems Experience with data mining and analytics using database tools and relational database management systems with an emphasis in MS SQL Server Experience in Public Safety/Public Health related fields with a strong emphasis in use of Computer Aided Dispatch, Electronic Patient Care, Records Management Systems, Data Analysis Tools, and Syndromic Surveillance Applications.

6 Experience in similar software related industry Strong emphasis on Customer Service License/Certifications: Current or experienced former Licensed Healthcare Professional (Paramedic strongly Preferred but not required) Customer Service: Good time management skills to plan and prioritize workload and demands Build strong relationships with customers internally and externally and retain their confidence and respect. Customer focused and an active listener who consistently delivers on commitments within deadlines. Effective written and verbal communication skills with careful attention to detail. Strong interpersonal skills and strong sense of personal accountability. Ability to work within a data-driven organization, particularly with respect to the ability to solve complex problems and issues in a pragmatic way. Ability to function effectively in a fast paced and changing environment with multiple priorities and objectives.

7 Other skills and attributes required: Flexible, self-driven, resourceful, strong multi-tasking abilities, quick learner, work independently, work under pressure, results-oriented. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee routinely is required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl, reach, and stretch. The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

8 Travel required and may include overnight travel. The employee may occasionally lift and/or move up to 35 lbs. Can work under deadlines. Position may require flexible scheduling, off-shifts, weekend, holiday, on-call and/or overtime hours of work in accordance with department policy or procedures. This job Description is not a comprehensive listing and is subject to change at any time and will include other tasks and duties as assigned. Employee signature below constitutes employee s understanding of the requirements, essential functions and duties of the position. _____ _____ Signature/Print Name Date