Job Details
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Job Description
Main Purpose
- The EMR Support Agents supports the staff of the clinic in their daily use of Health Information applications, in first place of the Electronic Medical Records (EMR) system. He/she is responsible for first line support on the EMR system and for the training of users.
- He/she performs autonomously and actively follows up on the users in the project/mission.
- He/she ensures that the usual maintenance and support are done properly according to the procedures.
- His/her main objective is to ensure the EMR system is in perfect running condition.
Accountabilities
- Support the users and the project team in their understanding of the objectives and principles of the health information tools used by the project (focusing first on the Electronic Medical Record system)
- Act as first line support for the different teams of users, assisting and coaching them in the use of the EMR and respond to their questions.
- Demonstrate skills of listening, patience and pedagogy to guide staff in their day-to-day operations, including the resolution of first-level technical issues
- Prepare presentations and trainings for the users of EMR (and other health information) system(s)
- Raise relevant points to his/her supervisor:
- Questions of the users that (s)he cannot solve
- Suggestions or potential improvements of tools
- Perform and carry out first line necessary complex maintenance and repair of EMR System and escalate to HQ or external provider through his line manager for further treatment
- Under the supervision of the line manager, report users’ issues, manage the readiness for change and the use of the tools
- Demonstrate a high level of respect for patient confidentiality
MSF Section/Context Specific Accountabilities
- Understand and accept MSF principles, follow MSF protocols
- Capacity to acknowledge, respect and integrate cultural differences
- Flexibility - ability to adapt to changing circumstances, contexts, tasks, responsibilities and people
- Accept and be able to work in a multicultural, multinational and multi disciplinary environment
- Collaborate, sharing and cooperating with others, to work together towards a common goal
- Respect of the confidentiality on patient data
Job Requirements
Requirements
Education
- Degree in Information Technology (IT) or related field, or proven education in IT or related field, and/or relevant experience
Experience
- Experience in (first line) support to the use of software applications
- Previous experience with health information systems, in particular EMR, is an asset
Language
- Essential: English and Arabic
Knowledge
- Essential Computer literacy: Google Chrome
- MS Office: Word, Excel and PowerPoint
- Complementary knowledge:
- Web applications and development,
- Server and network maintenance,
- Databases,
- Software development
Competencies
- Good communication skills, patience
- Ability to understand the needs of the users and formulate adequate responses
- Ability to develop and maintain good relationships with users
- Pedagogical skills
- Results and quality oriented
- Teamwork and cooperation
- Autonomous, flexibility, stress management
- Commitment to organizational principles
- Deadline for applying for this position is 4th of November 2019