Note: The job is a remote job and is open to candidates in USA. OCHIN, Inc. is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network. The Integrated Lab Supervisor will lead and develop the Ambulatory Lab Analyst team, ensuring high-quality service and continuous improvement in processes while managing member relationships and project workflows.
Responsibilities
- Leading, motivating, developing skills and measuring to positive outcomes for a team of Epic analysts, meeting both organizational and member needs
- Support 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, plan effective learning deliverables for annual forums and applicable conferences
- Ensuring that new staff are on-boarded 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
- Assist manager with maintaining regular responsiveness on tickets, working with manager on any staff that require coaching beyond standard
- Assist Manager with strategizing around go-live and coverage support for new installing sites and legacy expansions
- Develop new features and workflows for new features; make design decisions
- Resolve advanced and complex integration JIRA and Help-Desk tickets
- Collaborate with the Help Desk/Product teams as applicable
- Ensure timelines and deliverables are realistic and actionable for both install projects and other custom work
- Work with the team to identify potential process improvements
- Be the first escalation point for Members when they have issues
- Adhere to and hold team accountable to all OCHIN policies, including go-live support, Tempo time tracking, Critical Incident reporting, and JIRA SLAs and SLEs
- Develop and evolve 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 ensure team is delivering on SLAs and staying current with assignments
- Intervene and resolve escalations with members as needed
- Perform routine build and configuration in Epic and related products
- Operate within the Member Care Team framework, being a key contributor to the overall goals of the team support model
- Lead working sessions with OCHIN members to resolve advanced and complex integration work orders and support issues
- Discuss and provide workflow solutions and ensure understanding of the system through hands on training
- Document build specifications, team processes and complex clinic workflows
- QA complex builds, Service Update (SU) modifications, and other work orders
- Collaborate with members from other OCHIN teams to address integration issues
- Provide elbow support to clinic staff during Go-Lives and Mock clinics as needed
- Lead trainings and workgroups for members
- Mentor, coach and train less experienced analysts
- Develop and share workflow best practices
- Travel to support off-site software installations as needed up to 20%
- Assist Project Managers in identifying system capabilities
- Build, design, test and document functionality of new system features
- Provide process improvements within your application or team
- Other duties as assigned
Skills
- Minimum of 3 years of experience in similar or relevant, Ambulatory/ Ambulatory Orders/ Interfaces with 1 year of supervisory experience being highly desirable
- Must have extensive experience working in Epic EHR
- Work history in Healthcare IT is required
- Required certification Epic Orders/Epic Ambulatory/Epic Bridges Interfaces Variation
- Extensive experience working in Epic Ambulatory/ Orders/ Interfaces is required
- Intermediate proficiency in Microsoft Excel
- Strong communication skills – able to communicate with both application and technical team members, as well as end users
- Consistently acts with integrity and accountability
- Process and detail-oriented, with a strong focus on data-driven decision making
- Proactive, self-motivated, and solution oriented
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