Clinical Applications Supervisor IS Full Time

Pine Rest Christian Mental Health Services • Grand Rapids, MI

2d

About The Position

As a Clinical Applications Supervisor at Pine Rest, you’ll be responsible for facilitating the maintenance and continuous improvement of the Electronic Health Record system (Epic) and related software programs in order to maximize its effective use to meet organizational objectives. This position will oversee all activities for their specified clinical system applications such as end user support, upgrades, access, incident response, testing, documentation, design, and implementation. In addition, the Clinical Applications Supervisor will uphold the organization’s compliance with regulatory guidelines.

Duties are performed in accordance with Pine Rest’s policies and procedures following the organizational standards for ethical business conduct. The Clinical Applications Supervisor is observed as a positive role model and team member and participates in committees, meetings, in-services, and activities. This position will act as an extension of leadership and a liaison within the organization to facilitate communication, mentor teammates, and assist with complex troubleshooting and coordination to meet department and team goals.

The Clinical Applications Supervisor must demonstrate excellent customer service and have enthusiasm about the program and the Pine Rest organization.

Requirements

• Bachelors Degree in a technical field or equivalent experience required
• Current/active Epic certification with 5 years experience working with multiple applications, preferably 2 years working in a senior or lead capacity.

Responsibilities

• Responsible for application support to the functional/clinical areas and ensures reliability of application(s).
• Owns incident/request tickets, build tasks, project participation, Nova notes, integrated testing, etc. specific to one’s primary application (i.e., Ambulatory, Clinical Documentation, Cadence/Prelude, etc.).
• Responds to incidents, performs diagnosis, and executes incident resolution for application specific issues utilizing previous experience to reach resolution and contribute to knowledge sharing across teams.
• If required, serves as tier-2 on-call support for Epic applications in off-hours.
• Acts as an escalation point for team members when necessary in response to technical and personnel issues of varying degrees
• Responds to customer requests in a timely, courteous and professional manner.
• Fulfills requests of varying complexity and urgency.
• Initiates documentation of system processes and knowledge to maintain system integrity and sustainability.
• Participates in the build and testing of functional impact for new modules, upgrades, fixes or new installations including the development and execution of testing scripts/plans when applicable.
• Respects change management expectations and approval process.
• May provide input for task lists, work efforts and testing plans for planning around project and resource estimations.
• Track and communicate status of project assigned tasks frequently and clearly.
• Discloses proactively to director any barriers that would prevent or delay task completion.
• Evaluates potential new functionality and/or application(s) relevance and productivity to clinical workflows.
• Responds positively and collaboratively to day-to-day interactions with system end users, peers, and leaders as it relates to incident response, service request fulfillment, and project design/management.
• Provides guidance, training, and problem-solving assistance to other team members within Information Systems department and across the organization.
• Engages to identify optimization opportunities and navigates re-design considerations in the application build and corresponding workflows.
• Communicates – verbally or through written documentation – to end users, peers, project managers, and other stakeholders in a clear and concise manner so that issues and solutions are understood by all participants.
• Champions communication and awareness of application-specific engagement and enhancement opportunities to the organization through available metrics, success stories, demoes, and knowledge-sharing.
• Responsible to uphold the healing ministry of Christ through relationships that honor integrity, stewardship, empowerment, the promotion of diversity, equity, inclusion and professional excellence.
• Must maintain annual training and demonstrate competency in the required programmatic training.
• Performs other duties or functions as assigned.
• Provides leadership, supervision, and mentorship to Clinical Application team members
• Coordinates and provides status updates on new projects as assigned by Applications Director.
• Coordinates team-wide activities as needed for larger initiatives.
• Monitors project outcomes and works closely with operations as needed to ensure success.
• Creates, maintains, and monitors SOPs and team metrics.
• Oversees and coordinates team activities as needed
• Identifies areas of improvement within Pine Rest Information Systems and initiates process improvement to increase department efficiency and accuracy.
• Delegates and coordinates tasks across team as needed, especially for work with multiple contributors.
• Serves as an expert resource on the Clinical Applications team with wide-ranging knowledge of Clinical Application functions and deliverables.
• Contributes to team ticket queue/backlog maintenance, routing, and prioritization.
• Communicates staffing concerns to Applications Director and/or IS leadership team.

Benefits

• Medical, dental, vision & life insurance plans
• 403(b) retirement match contribution by Pine Rest
• Generous PTO for full and part time employees
• Tuition assistance & loan forgiveness
• Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc.
• Partnership with Davenport University provides generous discount on tuition for employees and family members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level