EHR Analyst/Manager

JOB SUMMARY

The EHR Clinical Informatics Manager develops, implements, supports, and maintains PointClickCare (PCC) and clinical information systems that support patient care and business processes across Covenant Health post-acute services. The incumbent serves as a subject matter expert and liaison among clinical operations, leadership, IT, and vendor partners to optimize system functionality, standardize content, coordinate implementations and upgrades, support training and adoption, troubleshoot issues, and advance workflow improvement, reporting, data validation, and regulatory compliance. The EHR Clinical Informatics Manager provides end-user support and participates in on-call coverage as scheduled.

REQUIRED FUNCTIONAL COMPETENCIES AND DEFINING BEHAVIORS

People:

1. Provides system level support for standardized transformation based on strategic goals.
2. Utilizes expertise to assist Quality team with incident review, identifying gaps, and plan improvement needs.
3. Demonstrates strong people management skills to collaborate across teams for effective solutions.
4. Demonstrates excellent communication and interpersonal skills.
5. Demonstrated leader within ITS department as well as exceptional team player.
6. Demonstrated leadership of multiple projects at a time.
7. Assists and educates users at all levels.
8. Mentors new team members as assigned.
9. Acts as a liaison between clinical operations, facility leadership, and IT teams to coordinate system changes, upgrades, and optimization efforts.
10. Enlists subject matter experts from other departmental areas to ensure appropriate integration of systems.
11. Works collaboratively within teams and with internal and external customers and vendors.
12. Supports clinicians and departmental leaders with requests for system changes, additions, and education to maximize end-user satisfaction and adoption.

Quality:

1. Demonstrated comprehensive knowledge of all aspects of the operational areas to be supported (e.g., Billing, Registration & Scheduling or HIM/Coding settings)
2. Demonstrated written and oral communication and facilitation skills with the ability to adapt communication style to audience.
3. Demonstrates excellent time management and ability to meet deadlines with minimal supervision or direction.
4. Assigns priority, urgency, and severity to service requests/incidents to ensure work is completed according to priority.
5. Adheres to and enforces strict adherence to system governance.
6. Troubleshoots issues with a focus on root cause analysis and risk mitigation.
7. Self-directed and results oriented.
8. Develops knowledge transfer mechanisms for team members around issues, resolutions, and trends.
9. Analyzes clinical systems and workflows to identify continuous improvement opportunities and recommend practical, enterprise-wide solutions.
10. Ensures data is accurately conveyed in clinical and operational reports and supports reporting needs for physician offices, pharmacies, and other clinical services as applicable.
11. Monitors adherence to organizational policies and HIPAA requirements related to clinical information systems and escalates issues through established channels.
12. Able to integrate planning efforts across systems and across Covenant Health facilities.
13. Maintain PointClickCare (PCC) or other proficiencies in applicable products/modules.

Organizational:

1. Provides Tier I support via Service Desk Plus ticketing system and direct end-user support.
2. Develops ITS policy/procedure documentation.
3. Analyzes, tracks, and resolves reportable issues.
4. Develops and maintains required system design, build, and test documents.
5. Coordinates implementation activities, resources, and timelines for assigned clinical systems projects, upgrades, and conversions.
6. Provides proactive system implementation and maintenance support, including issue follow-up, file maintenance, and monitoring of interfaces and related applications
7. Collaborates with vendors and technical teams on enhancements, fixes, interfaces, backup and recovery considerations, and other technical environment issues.
8. Supports data validation, parallel testing, and go-live readiness activities for new, modified, or upgraded applications and workflows
9. Prioritizes team assigned work to meet deadlines and accomplish assigned tasks.
10. Able to manage workload of 6 or more projects at a time while meeting deadlines and providing assistance to team members on other projects.

Analytical:

1. Comprehension and utilization of the analytic process:
1. Analyzes issues to identify and frame the real problem, utilize data to develop initial hypothesis used to gather focused scope requirements/data, prioritize needs for solutions.
2. Interprets the data analysis making connections to form actionable plans and solutions.
3. Presents findings appropriately to variety of audiences, being mindful of time and effective conclusions.
4. Determines metrics, accurately measures, and evaluates results, ensures mechanisms for remediation.
2. Evaluates requests and requirements from the customers to maximize application functionality in support of improved operational workflows and integrated data flow.
3. Identify and educate on integration data points for requested process or application change requests.
4. Identify and convene appropriate team members across all application departments critical to ensuring integrated design is produced.
5. Understands and advises on impacts of change requests on organization.
6. Utilizes vendor supplied support tools and documentation to research potential solutions.
7. Research vendor and multi-client networks usage of systems and process redesign.
8. Follows Change Control process & procedures.
9. Follows testing procedures, creates test scenarios and test cases, documents expected and actual results.

REQUIRED LEADERSHIP COMPETENCIES AND DEFINING BEHAVIORS

1. Communication, Collaboration and Coordination
1. Communicates, in a timely manner, any internal or external customer issues, concerns, or questions that they either could not resolve or that need to be shared at another level.
2. Uses appropriate communication methods, such as phone, email, and US mail, to share important information with relevant stakeholders.
3. Recognizes and seizes opportunities to listen to the perspectives of key leaders, stakeholders, and partners across the system.
4. Incorporates into own schedule a structured plan for communication meetings, site visits and periodic written updates.
5. Ensures accurate and complete information flows freely through the layers of Covenant using appropriate media and method.
2. Coach and Develop (People)
1. Mentors newer team members with the knowledge, skills and tools need to successfully develop skillset.
3. Influence and Inspire (People/Partners)
1. Creates an environment that welcomes internal and external customer inquiries.
2. Recognizes and enables other team members to fully utilize their talents by making them feel supported, significant, encouraged, and respected.
4. Deliver Results (Performance)
1. Responds promptly and professionally to calls, email, and other inquiries.
2. Maintain and deliver relevant data for reporting and compliance.
3. Holds other team members accountable for applying the knowledge and skills learned through developmental experiences to achieving performance goals.
4. Prioritizes to make the important urgent and is intolerant of postponement.