Ehr Supervisor- Beaker Install Team

Job Type

Full-time

Description

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, providing the clinical insights and tailored technologies needed to expand patient access, grow and connect care teams, and improve the health of rural and underserved communities.

We are hiring for a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees' entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day.

OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The Beaker Supervisor on our Beaker Analyst install team trains and motivates their Analyst team to achieve positive outcomes and continuously add value to our collaborative. This work entails managing projects, prioritization, providing regular feedback and performance management, individual development and training, taking the lead on communicating and mitigating issues and risks, measuring and ensuring high-quality service. The Supervisor will continually assess and make improvements to the system and processes to improve efficiency while judiciously managing the resources of OCHIN and our Members (Service Areas) to continually improve the quality of processes, internal operations, and outcomes to our members.

Essential Duties

• Team Development:
  Leading, motivating, developing skills and measuring to positive outcomes for a team of Epic analysts, meeting both organizational and member needs
• Manage Member Relationships & Support: support Manager and Team in developing effective workflows, solving and mitigating complex issues and maintaining valuable relationships
• Nurture Partner Learning:
  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 work groups for members.
• Mentor, coach and train less experienced analysts.
• Develop and share…