1. WELCOME TO: HOW TO BE THE BEST SITE SPECIALIST EVER! Presented by: Ben Myrstol

2. WHAT IS A SITE SPECIALIST? Liaison between OCHIN and the Member Organization Allows OCHIN a point person to contact and train for: Downtimes Process changes Upgrades New technologies, etc.

3. WHAT IS A SITE SPECIALIST? Liaison between OCHIN and the Member Organization In turn, the site specialist can communicate and train OCHIN on: Product issues Product changes Process changes Customization, etc.

4. WHAT IS A SITE SPECIALIST? The complete end user support for all roles in the member organization Serves as a key member of the project team during implementation Provides ongoing support of applications through troubleshooting and coaching Manages member-managed system build Manages error queues Coordinates and provides training

5. WHAT IS A SITE SPECIALIST? To become the best site specialist ever the site specialist must: (1) Take the time and listen to people (2) Have timely action when fixing issues (3) Be an open communicator (4) Be a leader (5) Learn the product(s) you are supporting (6) Understand OCHINs processes and procedures (7) Learn how to train a variety of different people (8) Understand you are in a customer service position

6. HOW TO BE THE BEST SITE SPECIALIST EVER Take the Time Take the time and listen to people individually Schedule time with staff members on an individual basis: You will find that: (1) You will learn something new about Epic or a process (2) Find out any issues or challenges that an individual or department is facing and fix it (3) Ensure that all individuals are following your member organization and OCHINs standard workflows, processes and procedures

7. HOW TO BE THE BEST SITE SPECIALIST EVER Timely Action Timely action when addressing issues is KEY to providing superb customer service Prioritize: 1. Patient care issues/timelines 2. End user struggles 3. OCHIN requests 4. Optimization/Enhancements Give realistic timelines Remember that not all issues can be solved overnight

8. HOW TO BE THE BEST SITE SPECIALIST EVER Prioritization plan: Create a list off the top of your head of all the tasks that need be completed Determine which tasks fall under low, medium, and high priorities Track these tasks electronically Assign a timeline and due dates for each task Meet with team members, leaders, and stakeholders to go over this task list often

9. HOW TO BE THE BEST SITE SPECIALIST EVER Communication Communication is one of the most important aspects of being a Site Specialist Make sure that you have a way to communicate with every team member at all times You can do this through staff messaging, office email systems, memos or a combination Due to the fact that people have different learning styles it is always good to give information verbally, but follow-up with the information in writing as well

10. HOW TO BE THE BEST SITE SPECIALIST EVER Be a Leader What does it mean to be a leader? It means guiding people through training and development to adopt a new way of thinking Know how to manage change Most importantly build strong relationships throughout your organization Binding gaps in relationships will: Open the door for guiding individuals to the goal of change People will be much more receptive when the relationship is strong

11. HOW TO BE THE BEST SITE SPECIALIST EVER Learning the Products Learning the product(s) you are supporting extensively is extremely important since you are the end users support system When ramping up a new Site Specialist it is important for them to understand the extent of what they need to learn and how to obtain all their resources quickly Keep in mind training a new site specialist takes time

12. HOW TO BE THE BEST SITE SPECIALIST EVER When training a new Site Specialist: (1) Give them adequate time to study LMS (2) If you have a classroom, teach them in a classroom setting (3) Have them shadow the front desk, communication center, nursing, providers and other support staff to learn hands on workflows and functionality (4) Use the Site Specialist learning program through OCHIN (5) Use the collaborative (6) Meet with key stakeholders to understand expectations (7) Get them in contact with key individuals that can show them the technical side of the products (such as the IT department)

13. HOW TO BE THE BEST SITE SPECIALIST EVER Understand OCHIN Since the site specialist is the liaison between OCHIN and the member organization it is imperative that they know the process and procedures set forth by OCHIN OCHIN builds their process and procedures around the collaborative As the site specialist it is your job to convey this to the member organization in the event that an enhancement cannot be granted Before answering questions about process and enhancement changes check with OCHIN

14. HOW TO BE THE BEST SITE SPECIALIST EVER Trainer Training is a large part of a site specialists role Tips to be a better trainer: Know your audience and group like people together Only train items that are relevant and can be put into practice right away During training mix audio, visual, and hands-on techniques Find ways to make it fun and interesting Be prepared

15. HOW TO BE THE BEST SITE SPECIALIST EVER Customer Service Understand that you are in a customer service position Using good customer service skills will tie together the other seven elements of being the best site specialist Great customer service representatives possess: Good listening skills Timely action Knowledge Positivity Troubleshooting abilities Patience

16. TAILORING THE SITE SPECIALIST ROLE Regional Regional site specialists support many clinics in a wide geographic area It is appropriate to have a regional site specialist when: You are supporting smaller clinics You can meet the needs of every end user The challenges of being a regional site specialist are: You cannot be in two places at once You will have an increase of end user demands

17. TAILORING THE SITE SPECIALIST ROLE Part-Time Part time site specialists are designed for small clinics with a decreased end user demand It is appropriate to have a part-time site specialist when: Your clinic has been live for an extended period of time When other support staff can absorbed the duties when you are not available The challenges of being part-time are: Time restraints Lack of availability

18. TAILORING THE SITE SPECIALIST ROLE Multiple or Split Role Multiple or split role site specialists are designed for larger service areas with many end users It is appropriate to have multiple site specialists or to split the role when: The end user demand is larger then what one person can handle You have to support many different clinics in different locations The challenges of splitting the role are: Communication Task tracking

19. HOW TO BE THE BEST SITE SPECIALIST EVER Questions? Benjamin Myrstol PPM Informatics Coordinator OCHIN Site Specialist Sky Lakes Medical Center Phone: 541-274-5411 bmyrstol@skylakes.org