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Trinity Health - IHA IT System Access Specialist & Customer Liaison in Ann Arbor, Michigan


This position is accountable for the coordination of activities related to the security for clinical and administrative systems for providers and staff within IHA and St. Joe’s Medical Group. Oversight of system access processes includes, but is not limited to, network access, EPIC, Citrix, PACS and others both for employed and non-employed colleagues. Also responsible for handling requests and inquiries related to role-based access.

This position also serves as the customer liaison between IHA’s IT Department and the clinical and administrative departments of the organization. This role will act as a conduit between the business and information technology to resolve issues, improve communications and ensure the IT and business relationship is as beneficial as possible, with the goal of maximizing the IHA experience.


  • Responsible for the onboarding and offboarding processes of providers and staff to ensure the correct access is provisioned for new employees as well as properly terminated when colleagues exit the organization.

  • Works with managers, project teams and affiliates for the creation of EPIC security and IHA network access where appropriate.

  • Responsible for tracking all requests and coordinating the deployment of system access with the clinical informatics team.

  • Schedules and maintains aspects of training for clinical and clerical users.

  • Works effectively with numerous project and departmental teams.

  • Maintains thorough knowledge of IHA, as well as an understanding of how various clinical, clerical and business aspects impact overall operations.

  • Monitors and communicates strategic technology objectives to the business, as well as identifying and collaborating on how technology can meet the overall strategic priorities of IHA.

  • Collaborates and communicates successfully with all entities within IHA and external business relationships.

  • Provides excellent customer service internally and externally; contributes to high morale.

  • Works closely with team members and others outside the IT Department to understand/identify system challenges and determine approaches to support efficient system workflow and ease of use, including but not limited to, the EHR.

  • Has an in-depth understanding of practice workflows and objectives to ensure systems, training, reporting and other technology aspects support these objectives.

  • Proactively solves conflicts and addresses issues that could occur between the IT Department and the business.

  • Keeps well-informed with healthcare IT technology advancements.

  • Acts as a positive representation of the business to IHA, St. Joe’s and the Trinity Health enterprise.

  • Supports other offices, attends meetings and trainings as assigned.

  • Performs other duties as assigned.


  • Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement

  • Must be able to work effectively as a member of the ­­­­­­­­­­­­IHA Information Systems team.

  • Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.

  • Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA’s Employee Handbook.

  • Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems

  • Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines

  • Serves as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.

  • Uses resources efficiently.

  • Responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.


Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.


EDUCATION: Bachelor’s degree or equivalent education and experience in health care or information technology.


MINIMUM EXPERIENCE: 3-5 years’ relevant work experience utilizing EHR in a medical practice environment, with strong preference for IHA office experience.


  • Maintains up-to-date knowledge of trends and advances in the field of Healthcare Informatics and related hardware and software technology, clinical practices, regulatory standards and organizational direction.

  • Interpersonal skills necessary to communicate to and work effectively with various levels of organizational members and diverse populations including IHA staff, providers, vendors and outside customers.

  • Must be able to appropriately set priorities for work to be completed, understanding high volume users and their needs above other requests as they arise.

  • With good organizational and time management skills, must be able to function in a very dynamic environment with multiple activities occurring at one time.

  • Ability to prioritize and coordinate a variety of activities and processes.

  • Demonstrated ability to identify, investigate, analyze and resolve complex service issues.

  • Ability to concentrate and pay close attention to detail when preparing documentation.

  • Computer skills necessary to learn and use a variety of applications.

  • Assists others in computer skills.

  • Writing skills necessary to compose materials for clinician, managers and physicians.

  • Ability to speak before groups of people and apply consultative skills to work effectively within assigned areas of the organization.

  • Consistently demonstrates a positive, “can do” attitude toward change.

  • Must be comfortable operating in a collaborative, shared leadership environment.

  • Must possess a professional presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of IHA.

  • Ability to operate a vehicle or gain transportation to go to multiple locations.


  • Physical activity that often requires keyboarding and phone work.

  • Physical activity that often requires time working on a computer and sitting.

  • Physical activity that often requires walking, bending, stooping, reaching and/or twisting.

  • Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.

  • Specific vision abilities required include close vision, depth perception, color vision, peripheral vision and the ability to adjust and focus.

  • Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

  • Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.


This job operates in a typical office environment which involves frequent interruptions and significant interaction with people (some of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.