EHR Supervisor: Integrated Lab

Job Summary

Required Qualifications

• •Experience managing projects, prioritization, providing regular feedback and performance management, individual development and training
• •Taking the lead on communicating and mitigating issues and risks
• •Measuring and ensuring high-quality service
• •Continually assessing and making improvements to the system and processes
• •Judiciously managing the resources of OCHIN and our Members
• •Continually improving the quality of processes, internal operations, and outcomes to our members
• •Leading, motivating, developing skills and measuring to positive outcomes for a team of Epic analysts
• •Meeting both organizational and member needs
• •Supporting Manager and Team in developing effective workflows, solving and mitigating complex issues and maintaining valuable relationships
• •Collaborating with organization leadership to ensure timelines and deliverables are realistic and actionable
• •Planning effective learning deliverables for annual forums and applicable conferences
• •On-boarding new staff in a methodical, measured manner that prepares them for success
• •Tracking and measuring team, project, and individual performance goals
• •Working with team to identify potential process improvements
• •Reviewing, defining and supporting improvements efforts
• •Assisting manager with maintaining regular responsiveness on tickets
• •Working with manager on any staff that require coaching beyond standard
• •Assisting manager with strategizing around go-live and coverage support for new installing sites and legacy expansions
• •Developing new features and workflows for new features
• •Making design decisions
• •Resolving advanced and complex integration JIRA and Help-Desk tickets
• •Collaborating with the Help Desk/Product teams
• •Ensuring timelines and deliverables are realistic and actionable for both install projects and other custom work
• •Being the first escalation point for Members when they have issues
• •Adhering to and holding team accountable to all OCHIN policies, including go-live support, Tempo time tracking, Critical Incident reporting, and JIRA SLAs and SLEs
• •Developing and evolving effective resource planning processes to ensure proactive staffing of incoming and prioritized work
• •Maintaining and reinforcing communication and linkages between the Epic Clinical Team and other relevant OCHIN Departments
• •Reviewing ticket metrics and ensuring team is delivering on SLAs and staying current with assignments
• •Intervening and resolving escalations with members as needed
• •Performing routine build and configuration in Epic and related products
• •Operating within the Member Care Team framework
• •Leading working sessions with OCHIN members to resolve advanced and complex integration work orders and support issues
• •Discussing and providing workflow solutions and ensuring understanding of the system through hands on training
• •Documenting build specifications, team processes and complex clinic workflows
• •QA complex builds, Service Update (SU) modifications, and other work orders
• •Collaborating with members from other OCHIN teams to address integration issues
• •Providing elbow support to clinic staff during Go-Lives and Mock clinics as needed
• •Leading trainings and workgroups for members
• •Mentoring, coaching and training less experienced analysts
• •Developing and sharing workflow best practices
• •Traveling to support off-site software installations as needed up to 20%