The Critical Role of IT Support Staff in Healthcare from Coursera

What's inside

Syllabus

Why Health IT?

This first module is designed to pique your interest about the exciting world of Health Information Technology, or HIT. Over the past decade, technology has had a tremendous impact on the way healthcare is delivered. As the work of clinicians, hospitals, and health systems has been re-imagined, the need for IT Support Specialists has grown. As you learn about what’s unique when working in Health IT (HIT) and what some common roles are, you’ll even see some examples of what a day-in-the life of an IT support specialist in healthcare looks like. You'll watch a help desk agent field a call from a very frustrated surgeon and through empathy and clear communication, helps to resolve the matter. During this module, you’ll be introduced to Johns Hopkins employees who are passionate about the critical role they play every day. They’ll share stories of inspiration and words of advice on how you can get your foot in the door as a Health IT support specialist. What are some examples of difficult calls they’ve handled? What are some of their proudest moments on the job? What are the most common IT issues they've helped troubleshoot? What kinds of tickets will you be helping to close someday? Get started to hear the answers to these questions and many more!

Traffic lights

Read about what's good

what should give you pause

and possible dealbreakers

Introduces several roles for IT support in healthcare, preparing learners for employment in a growing field

Taught by doctors and healthcare practitioners, giving learners a first-hand account of industry best practices

Suitable for learners with a wide range of experience and interests in healthcare IT support

May require learners to have a basic understanding of healthcare terminology and concepts

Does not provide hands-on experience with healthcare IT systems or software

Reviews summary

Foundational it support in healthcare

According to learners, this course provides a strong foundational understanding of IT support roles unique to healthcare. Students particularly value the real-world insights and inspiring stories shared by Johns Hopkins IT staff, offering a practical glimpse into daily challenges and solutions. The curriculum is praised for its emphasis on critical communication and empathy skills needed when interacting with healthcare professionals and patients. While highly recommended for those new to Health IT and those seeking an overview of the field's demands, some note a lesser focus on deep technical troubleshooting, making it more ideal for foundational knowledge rather than advanced technical skill development.

Crucial communication and empathy skills are highlighted.

"The emphasis on communication and empathy, especially with frustrated clinicians, was spot on."

"I learned about the kind of leadership and communication skills you need to have to work in this space."

"The course showed me how empathy and clear communication help resolve difficult situations in IT support."

Direct experiences from IT staff offer practical learning.

"The Johns Hopkins staff sharing their experiences added a lot of value to my learning."

"The day-in-the-life scenarios were so relatable and gave me a clear picture of what to expect."

"I appreciated the stories shared by the IT support staff; they truly inspired me and offered great advice."

Provides a solid base for understanding Health IT.

"This course was incredibly insightful for understanding the unique challenges of IT support in healthcare."

"Excellent introduction to Health IT support. This course confirmed my interest in the field."

"As someone new to healthcare, this course was perfect for demystifying the IT landscape for me."

Course focuses on overview, not deep technical troubleshooting.

"I wished for a bit more on troubleshooting specific technical issues in the modules."

"While the course provided a decent overview, I found it somewhat lacking in technical depth."

"It's more about the 'soft skills' and general roles rather than hands-on troubleshooting guidance."

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in The Critical Role of IT Support Staff in Healthcare with these activities:

Review medical terminology

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Review basic medical terminology and concepts to better understand the language used in healthcare.

Browse courses on Medical Terminology

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Go over a list of common medical terms and their definitions.
Read articles or watch videos related to medical terminology.
Take a practice quiz to test your understanding.

Understand the basics of IT support

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This activity will help you understand the basics of IT support before the course starts.

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Read a beginner's guide to IT support.
Watch a video tutorial on how to troubleshoot computer problems.
Practice troubleshooting a computer problem on your own.

Chapter-end review questions

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Answering these questions can help you reinforce foundational knowledge

Browse courses on Health IT

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Read through the end-of-chapter questions
For each question, come up with an answer in your own words
Check your answers against the provided answer key

Five other activities

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Learn about the different roles in IT support

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This activity will help you learn about the different roles in IT support, which will be helpful as you progress through the course.

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Read an article about the different roles in IT support.
Watch a video interview with an IT support specialist.
Take a personality test to see what type of IT support role you're best suited for.

Develop an infographic

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Creating an infographic reinforces what roles support staff play in healthcare and in what venue

Browse courses on Roles and Responsibilities

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Identify the key roles and responsibilities of health IT support staff
Brainstorm ideas for visually representing this information in an engaging way
Create a draft of your infographic
Share your infographic with others for feedback
Revise and finalize your infographic

Volunteer at a local IT help desk

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This activity will give you hands-on experience in IT support and help you build your confidence in your abilities.

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Find a local IT help desk that is willing to accept volunteers.
Complete the necessary training.
Volunteer your time to help people with their IT problems.

Develop a training plan for new IT support specialists

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This activity will help you develop your skills in training and development, which will be valuable in your career as an IT support specialist.

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Identify the skills and knowledge that new IT support specialists need.
Develop a training plan that covers these skills and knowledge.
Pilot the training plan with a small group of new IT support specialists.
Evaluate the pilot and make necessary adjustments to the training plan.

Participate in an IT support competition

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This activity will challenge you to test your skills and knowledge in a competitive setting.

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Find an IT support competition that is a good fit for your skill level.
Register for the competition.
Study and prepare for the competition.
Compete in the competition.

Career center

Learners who complete The Critical Role of IT Support Staff in Healthcare will develop knowledge and skills that may be useful to these careers:

Healthcare IT Analyst

Healthcare IT Analysts are essential to the smooth functioning of healthcare facilities by providing technical support to clinicians and other hospital staff. This course can help build a foundation for a career as a Healthcare IT Analyst by introducing you to the fundamentals of Health Information Technology (HIT) and the various roles within IT support in healthcare. You will learn about the unique challenges and opportunities of working in HIT, as well as the leadership and communication skills necessary to succeed in this field.

See salaries and explore the career path for Healthcare IT Analyst

Healthcare IT Support Specialist

Healthcare IT Support Specialists provide technical support to clinicians and other hospital staff, ensuring that they have the tools and resources they need to provide quality patient care. This course can help you prepare for a career as a Healthcare IT Support Specialist by providing you with an overview of the field, as well as specific skills and knowledge that are essential for success in this role.

See salaries and explore the career path for Healthcare IT Support Specialist

IT Help Desk Analyst

IT Help Desk Analysts provide technical support to users within an organization, including clinicians and other hospital staff. This course can help you prepare for a career as an IT Help Desk Analyst by providing you with an overview of the field, as well as specific skills and knowledge that are essential for success in this role.

See salaries and explore the career path for IT Help Desk Analyst

Network Administrator

Network Administrators are responsible for the design, implementation, and maintenance of computer networks. This course can help you prepare for a career as a Network Administrator by providing you with an overview of networking fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Systems Administrator

Systems Administrators are responsible for the installation, configuration, and maintenance of computer systems. This course can help you prepare for a career as a Systems Administrator by providing you with an overview of systems administration fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Database Administrator

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Information Security Analyst

Information Security Analysts are responsible for protecting an organization's computer systems and data from unauthorized access, use, disclosure, disruption, modification, or destruction. This course can help you prepare for a career as an Information Security Analyst by providing you with an overview of information security fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Computer Programmer

Computer Programmers design, develop, test, and maintain computer software. This course can help you prepare for a career as a Computer Programmer by providing you with an overview of software development fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Software Engineer

Software Engineers apply engineering principles to the design, development, testing, and maintenance of software systems. This course can help you prepare for a career as a Software Engineer by providing you with an overview of software engineering fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Web Developer

Web Developers design and develop websites. This course can help you prepare for a career as a Web Developer by providing you with an overview of web development fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Quality Assurance Analyst

Quality Assurance Analysts test and evaluate software to ensure that it meets quality standards. This course can help you prepare for a career as a Quality Assurance Analyst by providing you with an overview of quality assurance fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Technical Writer

Technical Writers create and maintain technical documentation, such as user manuals, technical reports, and white papers. This course can help you prepare for a career as a Technical Writer by providing you with an overview of technical writing fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Project Manager

Project Managers plan, organize, and manage projects from start to finish. This course can help you prepare for a career as a Project Manager by providing you with an overview of project management fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Business Analyst

Business Analysts gather and analyze business requirements to help organizations improve their processes and systems. This course can help you prepare for a career as a Business Analyst by providing you with an overview of business analysis fundamentals, as well as specific skills and knowledge that are essential for success in this role.

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Systems Engineer

Systems Engineers design, develop, and implement complex systems, such as computer networks and software systems. This course can help you prepare for a career as a Systems Engineer by providing you with an overview of systems engineering fundamentals, as well as specific skills and knowledge that are essential for success in this role.

See salaries and explore the career path for Systems Engineer