Access Informaticist - Care Navigation

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

 

The Access Informaticist – Care Navigation serves as a key liaison between operational, clinical, and technical teams to optimize and maintain information systems that support patient access, communication, and care coordination. This non-clinical role focuses on improving interoperability between digital tools, contact center technologies, and enterprise health systems to ensure seamless data exchange and efficient workflows. The position is responsible for translating operational needs into functional system solutions, supporting end users through system testing, training, and workflow optimization, and ensuring that patient access technologies operate reliably and in alignment with organizational goals and compliance standards.

• Support implementation, testing, and optimization of voice and digital communication technology used in patient access and clinical operations, ensuring effective interoperability and data exchange between systems.
• Coordinate intake and evaluation of new digital tools, system features, and technology initiatives in collaboration with clinical and operational stakeholders.
• Serve as a liaison between operational teams, IT, and vendors to resolve system issues and ensure alignment with patient access workflows.
• Analyze and translate operational needs into system requirements and configurations that enhance access efficiency and patient communication.
• Participate in system build, workflow mapping, and testing to ensure data integrity and interoperability across connected platforms.
• Provide user support, training, and documentation to improve technology adoption and effective use of digital tools in access operations.
• Monitor system performance and collaborate with IT to identify, troubleshoot, and prevent issues affecting interoperability or workflow continuity.
• Collect, interpret, and report operational data to evaluate system effectiveness and inform decisions on workflow or configuration improvements.
• Ensure compliance with privacy, communication, and digital governance standards in all patient communication technologies.
• Contribute to strategic planning for technology-enabled patient access initiatives, recommending solutions that enhance interoperability, efficiency, and user experience.

• Strong understanding of patient access operations, healthcare workflows, and clinical/non-clinical system requirements.

• Knowledge of Epic and other EMR-integrated systems, including configuration, optimization, and workflow support.

• Knowledge of CCaaS, contact center, and digital communication platforms, including troubleshooting, operational integration, and workflow alignment.

• Aptitude to quickly learn and adopt new technologies, including emerging AI tools, digital workflows, and system enhancements.

• Understanding of system interoperability principles, data exchange, and workflow integration between clinical and operational platforms.

• Ability to analyze, document, and optimize technology-enabled workflows and processes.

• Effective communication skills for collaboration with clinical teams, operational staff, IT, and vendors.

• Knowledge of healthcare privacy, data security, and digital communication regulations (e.g., HIPAA, TCPA).

• Competence in data reporting, analysis, and visualization to support operational decision-making.

• Skilled in developing training materials and guiding end-users on system use, workflow best practices, and adoption of interoperable systems

Carrying, Color Determination, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Pulling and/or Pushing, Reaching, Sitting, Speaking, Stooping and Crouching, Walking

• Bachelor’s degree in Health Informatics, Healthcare Administration, Information Systems, or a related field;
• 4 yrs equivalent combination of education and experience supporting healthcare systems, digital tools, or patient access workflows.

• Demonstrated ability to analyze and optimize technology-enabled processes.

• Experience with Epic applications (such as Cheers, Hello World, or similar patient engagement tools).
• Experience supporting telephony or digital communication platforms (Avaya, Verint, or CCaaS systems).
• Certification or coursework in Health Informatics, Epic, or ITIL.
• Experience with data visualization or process improvement methodologies.

Employee must be able to meet the following requirements with or without an accommodation.

• This position involves light work that may exert up to 20 pounds and may consistently require light work involving lifting, carrying, pushing, pulling or otherwise moving objects or lab equipment. Workers in this position may be exposed to the chemicals used in a laboratory setting.