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Health Informatics Specialist, Physician Office in Tampa, FL at HSAG

Date Posted: 9/4/2018

Job Snapshot

Job Description


Under general supervision, serves as a member of the Project Team responsible for coordinating and implementing clinical quality improvement (QI) activities for specified projects involving physician offices. This may include generating clinical quality reports from various electronic health record (EHR) systems in physician practices. This position is responsible for evaluating and recommending improvements both externally for physician offices served, and internally for all work activities that fall within the team responsibilities.

Duties require technical knowledge of the CMS Quality Payment Program (QPP), excellent communication skills, and ability to provide excellent customer service. Under general supervision, serves as a member of the project team responsible for providing quality technical assistance and coaching, related to the QPP, to eligible clinicians in physician practices. Responsibilities include, but are not limited to, responding to HSAG QPP Support phone line and email inquiries with the goal of providing efficient and effective technical assistance that meets individual provider needs for delivering quality care. This position is responsible for documenting, evaluating efficiency and effectiveness of, and recommending improvements for all work activities that fall within the team responsibilities. 


  • Provides coverage for the HSAG QPP Support phone line to assist customers with questions related to the QPP requirements.
  • Embraces and promotes strong values in customer service. Seeks to understand and meet customer needs and expectations through communication, cooperation, and collaboration.
  • Documents accurately information, interventions and activities using appropriate reporting tools such as the SharePoint, Customer Relationship Management, and summary reports.
  • Demonstrates the ability to make connections between high-level trends (health reform and value-based payment) and the very detailed requirements of the QPP program (measures, program requirements, etc.). Readily absorbs new information and adapts processes to enhance QI service offerings.
  • Communicates/consults with providers as necessary to inform them of project goals, objectives, and quality indicators, as well as to ascertain providers' needs for technical assistance from HSAG. 
  • Ability to keep up to date with trends, best practices, and health information technology field to improve quality of care and care coordination and share knowledge with other team members. 
  • Assists POs in effectively using the EHR for care management and supports the establishment of processes and procedures for reporting quality measures. 
  • Assesses providers’ EHR systems and identifies barriers to QI and reporting of quality measures. In collaboration with the project team, determines appropriate interventions to mitigate barriers and shares these with providers. 
  • Serves as the contact for assigned physician offices (POs). Responsible for leading POs through QI activities using their EHR. Identifies and helps overcome barriers to a successful implementation of pay-for-performance initiatives related to recognized quality measures. 
  • Provides necessary education and materials and directs eligible clinicians to resources that will assist them with understanding the QPP and how to utilize problem solving and quality improvement techniques to improve performance and/or documentation on quality indicators failing to meet established standards.  
  • Assists in the development of training programs and the provision of technical assistance to providers, partners, and stakeholders and participates in educational presentations as required.  
  • Discusses quality improvement in face-to-face meetings with providers and fields open questions to appropriate HSAG staff members and resources for resolution. 
  • Ability to effectively work with geographically separated teams across multiple states. And work productively as part of a QI team, able to share knowledge and collaborate effectively to enhance team performance.
  • Demonstrates the ability to both multitask and work independently under the general guidance and supervision of an immediate supervisor. Perform other tasks and assignments as may be assigned by the supervisor.

Main Job Tasks and Responsibilities

  • Answers inbound calls, conducts outbound calls, and responds to emails focused on the QPP.
  • Researches required information using available resources.
  • Manages and resolves customer concerns. Follows up on customer calls when necessary.
  • Provides customers with tools, resources, and QPP information.
  • Enters new customer or updates existing customer information into system according to standard operating procedures.
  • Identifies and escalates priority issues. Routes calls to appropriate resource.
  • Completes call logs and produces call reports as necessary.
  • Some travel may be required.

Job Requirements


  • Health care professional with a bachelor's degree in an appropriate science or related discipline, or equivalent combination of education and experience. 
  • 1-5+ years of relevant project / program management work experience in healthcare preferred.
  • Experience in a call center or customer service environment with knowledge of customer service principles, practices, call center telephony and technology


  • Knowledge of EHRs, registries, health information exchange concepts, as well as health information technology standards is required. Health care quality experience is preferred. 
  • General knowledge of data, databases, and networks. 
  • General knowledge of reporting and query tools. 
  • Current understanding of the changing health care market place, especially around diffusion of health information technology in the physician office. 
  • Proficient in Microsoft Office, SharePoint and Customer Relationship Management (CRM). 
  • Proficient in oral and written communication and interpersonal skills
  • Excellent problem-solving skills; able to define problems, collect data, establish facts, set appropriate priorities, and draw valid conclusions. 


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the position. While this is intended to be an accurate reflection of the current position, management reserves the right to revise the position or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, work load, rush jobs requiring non-regular work hours, or technological developments). 

HSAG is an EEO Employer of Veterans protected under Section 4212. 

If you have special needs and require assistance completing our employment application process, please feel free to contact us. 

EOE M/F/Disability/Veteran