EHR Support Team Lead

The Department of Mental Health (DMH) is in search of a motivated, skilled self-starter individual to serve as the Electronic Health Records (EHR) Support Team Lead to lead a team of Support Analysts.

In addition to leading a team of analysts, this position will assist the Application Support Manager and Business Architect in researching, designing, and recommending technical solutions, proof of concepts, purchasing, deploying, and tracking of equipment. It will partner with the EHR Project team, Information Technology Services Division (ITSD), and other functional DMH teams to develop strategy regarding overall architecture and infrastructure, identify problems, and recommend and implement solutions.

Work hours are Monday through Friday, 8:00 A.M. through 5:00 P.M. with scheduled on-call rotation hours covering 5:00 P.M. through 8:00 A.M. in support of the 24x7x365 model.

Work location will be domiciled in Missouri. A commute within 60 minutes of a state-operated facility is required. Some travel including overnight stays may also be required. Interviews will take place on site in Jefferson City, MO.
The base salary offered for this position ranges from $78,000.00 - $80,496.00 annually, commensurate with education and experience. If the selected candidate is eligible for a pay differential, such as retention pay, the total salary may exceed what is listed in this posting.

Serve as a team leader of EHR Support Analysts by providing the following:

• Manage the workload of the Support Analyst team.
• Triage incoming issues for criticality to validate urgency, priority, and available resources.
• Gather additional information that is needed to help with issue routing.
• Hold triage meetings to assign tickets to available resources as needed.
• Make decisions on when to assign issues or when to elevate.
• Complete weekly review of ageing tickets, repeat issues, misrouted tickets, Service Legal Agreement (SLA) misses.
• Serve as a knowledgeable resource to assist team members.
• Provide subject area training and coaching.
• Provide backup support by assisting with ticketed issues.
• Receive, prioritize, and respond to incoming requests and calls related to EHR Technology.
• Perform analysis and diagnosis of technological issues.
• Document system FAQ and workflow changes for staff.
• Install, configure, test, maintain, monitor, and troubleshoot end user hardware/software issues.
• Collaborate with training staff and subject matter experts to provide support and resolution of user issues.
• Participate in an on-call rotation for 24x7x365 EHR support system.

• Bachelor’s Degree required, preferably in Information Technology or closely related field, OR at least five to seven (5-7) years’ experience, preferably in any of the following areas:
  Information Systems, Help Desk Support, Medical Services, Behavioral Health, Social Services (Substitutions may be allowed).
• Ability to maintain flexibility of schedule to provide help desk coverage, including working on-call hours.
• High-level English communication skills, with emphasis on grammar, spelling, and punctuation for written communication.
• Exceptional customer service skills.
• Ability to maintain positive working relationships and maintain a human-centered and proactive approach in overseeing technical support and security.
• Exceptional computer skills, including in all Microsoft Office software.
• Ability to be detail-oriented, self-motivated, and organized.
• Ability to prioritize workload and anticipate training needs.
• A positive team-player attitude who is committed to getting things done.

• Experience with EHR implementation and/or support, as well as SQL experience, is highly preferred.
• Certifications such as Certified Pharmacy Technician, Certified Professional Coder, Registered Health Information Administrator are a plus.

Lack of post‑secondary education will not be used as the sole basis denying consideration to any applicant.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator.

This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here.

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