Ancillary Supervisor

Under general supervision, the Ancillary Applications Supervisor plays a crucial role in ensuring the efficient operation and support of the ancillary applications for the Health & Human Services department. The team is responsible for resolving ancillary system issues, aiding in the selection and implementation of needed applications and interfaces with the EHR, providing technical support to end-users, and assisting in the ongoing improvement and optimization of ancillary systems, leveraging their knowledge of healthcare industry standards and practices.

This role will work closely with departmental end users, the EHR application team members, and provide guidance and leadership to other ancillary application analysts.
This job class is treated as FLSA Exempt.

Essential functions may vary among positions, but may include the following tasks, knowledge, abilities, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.

• Supervise and mentor the ancillary application team, including workload distribution, performance evaluations, and professional development.
• Provide expert guidance in IT support management processes (incident, problem, change, and request management) and escalated high-priority issues appropriately.
• Develop training plans and standard operating procedures for the ancillary application team.
• Counsel employees, recommend and/or make employment-related decisions regarding hiring, performance, discipline, etc.
• Model emotional maturity, manages conflict, and motivates team members.

• Oversee resolution of login, access, and workflow issues across all ancillary applications.
• Manage and continuously improve workflows using ITSM frameworks to ensure consistent service delivery and measurable performance.
• Serve as an expert resource to both technical and operational teams.
• Review, facilitate and prioritize optimization and change requests. Facilitate requests and shepherd through the appropriate governance process.
• Ensure adherence to system build standards, policies, and best practices.
• Lead coordination of configuration efforts related to enhancements, updates, and system optimization.
• Act as a liaison between operational departments, IT, and OCHIN for Epic-related needs (e.g. interfaces).
• Lead communication efforts related to system changes, updates, and planned downtimes.
• Represent the ancillary application team in committees and work groups as needed.

• Conduct regular and timely performance feedback session and mentor staff on professional improvement.
• Develops and participates in training plans to ensure staff have the necessary knowledge, skill and ability to meet and exceed goals and expectations.
• Recognizes staff’s abilities and identifies training potential where necessary and devises creative means or opportunities for staff to play to their strengths.
• Provides training for assigned staff with an emphasis on cross-training so employees can perform the duties of multiple positions to ensure uninterrupted operations. Develop work schedules for staff to ensure customer service needs are met and that each employee is adequately tasked with appropriate assignments within their respective areas.

• Providing strategic direction and daily oversight of team activities.
• Ensuring the team delivers high-quality end-user support, issue resolution, training, and system optimization.
• Managing policies, procedures, and support management processes that guide team operations.
• Continuously evaluating the team for effectiveness,…