Join our team who is committed to the delivery of the highest quality health care service. We are seeking a full-time Senior Application Support Specialist that is self-motivated, energetic, and a take charge individual.
GENERAL STATEMENT OF DUTIES:
This role is responsible for support, configuration and deployment of software systems used by SSCHC. Duties will include direct user support, training, process improvement, troubleshooting and system administration type tasks as required. This role will aid in the support and management of cloud-based solutions as well as on premise software.
As part of the healthcare industry SSCHC utilizes a diverse set of solutions which include typical business productivity tools and financial\payroll systems as well as specialized healthcare solutions. Support duties will vary based on the solution. Primary support responsibilities will be associated with our hosted implementation of EPIC but will not be limited to this EHR solution. As Senior, this role will be expected to work directly with the Vice President of Information Systems to act as a lead to coordinate staffing resources and establish prioritization of efforts of staff which will include other Application Analyst(s), Report Analyst(s) and training resources as required. This role will be expected to have strong data reporting and analysis skills using a variety of solutions and evidence the ability to develop such skills in additional products. Providing technical support and initial troubleshooting and analysis will be key, which requires strong customer service skills. This role will also aid departments and business areas in effort to improve use of and accuracy of data being captured in these systems to facilitate improvement in reporting capabilities.
Participate as a key member in both clinical and operational optimization team(s) to understand workflows, configuration/design decisions, and policy considerations, and to assist with project coordination and staff readiness.
Participate in ongoing Epic build and maintenance. May include, but not be limited to, creating new Epic users and account access, provider records, workflow modifications or improvements, preference lists, fee schedules, letter templates, Smart Tools, workstations, and printers.
Support needs associated with oversight and auditing of accounts and maintaining, configuring, and auditing security.
Identify, assess, and troubleshoot application and equipment issues as they occur, owning the problem and seeing it through to full resolution. Refer issues that require additional assistance to the member’s IT/Help Desk or other product support teams providing technical and workflow information necessary to resolve the issue. Communicate resolution to the user when completed.
Provide direct support to clinical operations and patient care teams to facilitate the introduction, acceptance, integration, and optimal use of the Epic application in the clinic.
Collaborate with clinic leadership and users to identify opportunities for efficiencies in clinic operations, clinical practice support, and improved health outcomes.
Provide daily support to Epic applications users through troubleshooting, coaching, and consulting.
Provide in conjunction with the Vice President of Information Systems guidance, coaching and prioritization of work efforts for other members of the work unit to which the Senior Application Analysts is assigned.
Manage error queues and In Basket pools established to ensure timely response and communication around issues.
Work collaboratively with clinicians and in concert with established EMR processes to manage requests for:
Additions of diagnoses and procedures codes to the system. Manage the requestor’s expectations until request is satisfied.
Requests for additional system-level charting tools from the review process through follow-up communication to users. Coach the user through creating their own Smart Phrases.
Additional clinical workflows
Coordinate standardization of note templates as needed to ensure documentation achieves the reporting and quality needs of the organization.
Work with organizational leaders, and business areas to address and support business reporting needs including expanding and enhancing reporting capabilities and correlation of data between systems and addressing exporting and importing of data as required.
Work with the VP of IS (Vice President of Information Systems) and reporting analysts to track and prioritize reporting requests and prioritization to meet organizational needs and priorities.
Coordinates with VP of IS to communicate with organizational leaders to manage and document expectations associated with reporting needs for data analysis in the organization. Ensures that the gathering, processing, distribution, and use of pertinent information required by management to make decisions occur in a timely, accurate and cost-effective manner.
Collaborate with solution providers to test new features and upgrades prior to implementation.
Coordinate with internal support teams to assist in the development of training aids, newsletters, and other educational materials related to documentation, workflows, and upgrades as assigned.
Coordinate with clinic leadership and physician champions as well as training and communications teams to provide brown bag lunch sessions (or established staff or provider meetings) as forums for interest-raising, problem-solving, or training topics.
Aid in the development of appropriate policy and process around utilization of systems to ensure that all information systems operate according to internal standards, external accrediting agency standards, regulatory agencies and legal requirements, including HIPAA.
Assist in the development and coordination of training for EHR Super Users and clinical leadership on new EHR processes.
Participate as assigned in various member oversight or advisory workgroups to optimize use of systems and to bring awareness to new tools or advanced features and upgrades to systems.
Review EHR Release associated with upgrades and updates for relevance and communicate with impacted departmental leaders.
Attend appropriate clinic and operational team meetings as Information Systems technology expert as required.
Demonstrate outstanding interpersonal communications skills and adult teaching techniques.
Associates degree with a minimum of 3 years of experience in healthcare, with at least 2 of these years in a role that can be shown to be similar in nature and scope.
Demonstrated ability to plan, implement and support systems in a complex environment such healthcare, finance, banking etc.
Experience working with cloud-based solutions providers.
Experience working within organizations leveraging virtualization platforms for solution delivery.
Knowledge of various office productivity software programs such as word processing, databases, spreadsheet programs, and communications software. Experience with MS O365 preferred.
Ability to analyze and resolve complex issues, both logical and interpersonal.
Effective verbal and written communications skills and effective presentation skills.
No Phone Calls Please. Qualified applicants may apply online, send resume to Sue Raymond, Vice President of Human Resources, Sixteenth Street Community Health Centers, 1337 S. 16th St., Milwaukee, WI 53204 or fax to 414-672-0413. Sixteenth Street Community Health Centers is an equal employment opportunity employer.