Supervisor, EHR Support

Description

At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first, striving for excellence in the work you do each day and have a can do mindset, then Signature Health is the best place for the next step in your rewarding career. As a full-time employee, you will have access to the following employer/employee paid benefits:

• Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Professional Development Support

SCOPE OF ROLE

Reporting to the Senior Manager, EHR Operations and Clinical Informatics, the Supervisor, EHR Support will support the successful ongoing training and management within the EHR team. The Supervisor, EHR Support will be responsible for effectively managing direct reports, supporting end users through helpdesk calls and tickets, communicating and testing upgrades, implementations, initiatives, and changes, and training staff on Epic workflows. The Supervisor, EHR Support will be an Epic subject matter expert, providing quality customer service to end users and patients, learning and teaching Signature Health workflows, and helping to optimize Epic for the organization. 

HOW YOU’LL SUCCEED

• Effectively manage and oversee the daily objectives of direct reports. 
• Be actively engaged when overseeing team member’s individual performance, including ongoing coaching, development, and annual reviews.
• Actively lead team meetings and process improvement initiatives to continuously improve work productivity, quality and efficiency of the team and software.
• Partner with the Senior Manager, EHR Operations and Clinical Informatics for ongoing execution of employee training, support for system implementation, growth, and enhancement initiatives, and workflow reengineering.
• Create EHR training materials, troubleshoot, test and communicate EHR updates, outages, and enhancements, work on organizational projects and initiatives, and complete system maintenance, build, and access tasks as needed.
• Respond to helpdesk calls and tickets in a timely manner while providing great customer service and following through to ensure an adequate resolution to the problem or request.
• Provide formal and informal implementation guidance, project management support, integration, EHR and patient portal training, and change management support tasks in a dynamic and interpersonal setting.
• Partner with other departments and vendors as needed to troubleshoot technical issues that arise or to collaborate on projects.
• Support third party applications that are ancillary to the EHR and the delivery of services like patient messaging, telehealth, e-prescribing, inventory management, etc. 
• Comply with all agency policies and procedures, complete all compliance training provided by Signature Health, and maintain all aspects of HIPAA, promoting patient confidentiality and right to privacy.
• Complete all documentation requirements, participate in all assigned staff meetings and staff development programs, and demonstrate appropriate attendance and punctuality in adherence with Signature Health policies.
• Other duties as assigned.

Requirements

KNOWLEDGE & EXPERIENCE

• Bachelor’s degree required.
• 3-5 years’ experience working with an EHR system required; EPIC experience required.
• 1 year Supervisory experience preferred.
• Epic Certification Preferred.
• Previous experience managing software implementation projects including: running project meetings, documenting requirements, user acceptance testing, preferred.
• Experience managing competing priorities and delegating work to the team as appropriate.

WORKING CONDITIONS

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work.  
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice. 

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.