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There are many different operational needs in Health IT. In your future job, you may be helping to troubleshoot a network outage that takes place during implementation of an Electronic Health Record (EHR) at a hospital. Perhaps there鈥檚 a dashboard in the command center that is not working. There could be patient safety issues arising from a recent flood in the basement of an ambulatory surgical center. Regardless of where you work in Health IT support, concepts like self-service tickets, priority levels, tiered support and various help desk resources will play a role. In this module, you鈥檒l watch a demo of the steps taken by the provider when initially submitting a self-service ticket. We鈥檒l also cover situations where a self-service ticket shouldn鈥檛 be submitted because of the criticality or severity of the issue. Be rest assured that in addition to relying on your training and strong problem-solving skills, there will be other resources at your disposal when you begin working in Health IT Support. Examples include a standard list of questions to ask when on a help desk call, troubleshooting documents, tip sheets and knowledge base articles. Help desks can鈥檛 script every single scenario that鈥檚 encountered. But especially when you first start in a new role, having a list of standard questions that might be appropriate regardless of the call type is useful. It won鈥檛 take you long to remember that at the start of each interaction you need to confirm the caller鈥檚 full name, their user ID, and a reliable call back number. You鈥檒l also become savvy in eliciting information about when the problem started and whether it can be reproduced. Over time, you'll get better at distinguishing between software versus hardware issues and having a clear escalation path if It鈥檚it鈥檚 not something you can resolve. It will take time however to gain comfort in knowing when an issue is more of an enterprise-wide problem with other sites being involved rather than just something impacting a single user. There will also be times when all your resources don鈥檛 help you with the right answer. This is where teamwork, communication, and documentation are key in helping to get a Health IT issue resolved. At the end of this module, you鈥檒l learn about the role patient wristbands and barcode scanning in healthcare. We鈥檒l cover some of the ways in which issues can arise that may lead to an employee contacting the help desk. We鈥檒l wrap up with a lesson on the many uses of printers in healthcare, such as printing of specimen labels before a lab draw, medical records for a nursing home, prescriptions for a patient, disability forms for a physical therapist, or discharge instructions before a patient leaves the hospital. When you receive a call from a clinician or healthcare staff member regarding a problem with printing it can be tough to pinpoint what the exact issue is. We鈥檒l go through a systematic approach that can you help you in isolating whether it鈥檚 an issue with the printer itself, the computer, network, or the application.

In this module you鈥檒l be introduced to the JIRA process that can be used for tracking and managing changes in Health IT. We鈥檒l share with you what the different parts that make up a JiraJIRA ticket are and some of examples of how a ticket can move towards being resolved. You鈥檒l gain appreciation for why clear documentation is essential when working to resolve issues. Despite the best laid plans, there are of course times when health information systems are not up and running. That鈥檚 why you need to be aware of scheduled and unscheduled downtimes as well as the downtime procedures that need to be implemented when these situations occur. You鈥檒l also get to hear about one of the toughest tickets Liz has dealt with during an unscheduled downtime.

In the final module of this course, we focus on patient safety. We鈥檒l go into detail about what it means to be part of a high reliability organization in healthcare. You鈥檒l hear about the role of Health IT in promoting patient safety. We鈥檒l cover the importance of checklists and define concepts like medication errors, near misses, and sentinel events.