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Microsoft

Advanced Tools & Communication in Healthcare Support

Microsoft via Coursera

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Overview

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Knowing how to provision accounts and resolve tickets is a strong start, but the most effective healthcare IT support specialists also know how to work smarter with AI tools, trace incidents across connected systems, and communicate clearly with clinical staff. Designed for learners who have completed Microsoft Core and Cloud Management (LC 3), this course helps you move beyond backend admin work to master the productivity tools, systems awareness, and communication skills needed in a live clinical environment. You'll learn to apply durable prompting frameworks with Microsoft Copilot (Role, Context, Constraints, Output Format , and Follow-up verification) to generate troubleshooting guides, summarize tickets, and retrieve help content. The focus is placed on core prompting principles that survive UI changes rather than specific button placement. By the end of the course, you'll develop systems thinking to trace how disruptions in Microsoft 365 identity, messaging, or file access affect clinical application availability, and build end-user coaching skills to guide healthcare staff through Microsoft 365 workflows, including Epic-adjacent tasks, without taking unnecessary control of patient-facing systems.

Syllabus

  • Approved Use Cases: Where Microsoft Copilot Fits Tier 1 Healthcare IT Support (and Where It Doesn’t)
    • Build the judgment needed to know when Microsoft Copilot is the right tool for a Tier 1 healthcare IT support task and when it isn't. Learn the three approved use cases in Tier 1 support work: summarizing tickets, drafting user communications, and retrieving internal help content, and the boundaries the healthcare organization draws around PHI-adjacent, compliance-sensitive, and autonomous-decision categories where Copilot is not approved.
  • Durable Prompting Frameworks: Compose, Refine, and Verify Copilot Outputs
    • Turn approved use case knowledge into working prompting skill. Learn three durable prompting frameworks that survive Copilot's biweekly UI updates: Role/Context/Constraints/Output Format for structure, iterative refinement for quality, and hallucination-handling verification for safety, and apply them to generate strong first-draft troubleshooting guides and user-facing instructions.
  • The Integration Picture: How Microsoft 365, Azure, and Clinical Applications Connect
    • This module builds the integration mental model that a Tier 1 technician uses to look at a healthcare workflow and see what's underneath—which Microsoft 365 services power daily communication, which Azure services host the platform, and which clinical applications carry out the actual patient work. Systems thinking starts with recognizing that these three categories connect through predictable integration points.
  • Dependency Analysis: Trace a Support Case Backward Through the Integration Chain
    • This module turns the integration picture into applied diagnostic reasoning. It builds the skill of analyzing a healthcare support case for its dependency chain—tracing the reported symptom backward through the four common dependency categories (identity, messaging, file access, clinical system availability) to identify the upstream system most likely responsible for the symptom. This is the systems-thinking skill that separates a Tier 1 technician who resolves at the symptom level from one who resolves at the dependency level.
  • End-User Guidance: Author a Short Word Guide for a Microsoft 365 Healthcare Workflow
    • Learn to produce a short end-user guide in Microsoft Word for one of the Microsoft 365 tasks clinical staff perform every day. You will practice the structure that makes guides readable, including plain-language steps, clear prerequisites, and verification at the end, and the privacy-aware callouts that keep guides for healthcare workflows compliance-appropriate.
  • Live Coaching: Guide a Clinical End-User Through a Workflow Without Taking Over
    • Learn to coach a clinical end user through a Microsoft 365 or Epic-adjacent workflow live, using guidance-level language, patience, and the discipline of letting the user complete their own patient-facing task even when it would be faster to take over. This is the coaching skill that keeps the user in control of their own work while still resolving the ticket.
  • GenAI Literacy Module: Augment Your Support Workflow with AI
    • Learn to integrate AI assistance throughout your Tier 1 healthcare IT support workflow using three durable, tool-agnostic skills: designing prompts that work across any AI tool, evaluating AI-generated output against structured criteria before use, and applying healthcare-specific safe-use guardrails that keep PHI, compliance records, and professional judgment out of the AI's decision boundary. This module is deliberately tool-agnostic so the principles remain useful across whichever AI you use in your day-to-day support work.
  • Project Module: Coach an Epic-Adjacent Microsoft Copilot Workflow
    • Work on a fully synthetic Epic-adjacent coaching case for a family medicine physician preparing to consult a clinician at a partner organization. In this module, Epic-adjacent means that the workflow originates from a clinical context, but no direct integration between Epic, Microsoft Copilot, OneDrive, or Coursera AI is assumed or exercised. Dr. Chen uses a course-supplied synthetic case summary and a simulated Contoso-approved external collaboration configuration. You will map the documented system dependencies, separate the Microsoft Copilot request into approved, not-approved, and escalate decisions, author an RCCOF prompt for permitted administrative email content, verify a supplied mock Microsoft Copilot output, build an end-user guide, and coach Dr. Chen through the simulated workflow. No real patient, workforce, tenant, or health-system data may be entered into Microsoft Copilot, Coursera AI, or the submitted Case Report.

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Microsoft

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