Job Description

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.

Responsibilities

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

Qualifications

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