The Clinical Support Manager reports to the Chief Operating Officer and Chief Information Officer, serving as the subject matter expert for SHHC’s Electronic Health Record/Practice Management and interrelated systems and is essential to improving the utilization of technology to support the mission and vision of the organization. The Clinical Support Manager is responsible to own the continual improvement and evolution of these systems to support the growing complexity of the business and regulatory environment which SHHC serves their patients.
Frequent communication outside of the work group is required to resolve disagreements, reach agreements, and clarify issues/processes. Responsibility exists to ensure that internal customers are satisfied with service. Communication with external contacts is for providing or receiving factual information. Courtesy and tact are required in dealing with customers.
Carries out responsibilities in accordance with SHHC’s Core Values, policies/ procedures and applicable civil laws. The individual will be accountable for efficient use of resources and support of the SHHC’s mission.
Essential duties & functions:
Planning and Organizing

• In coordination with the CMO, COO & CIO, evaluates and prioritizes requests generated for regulatory compliance, workflow improvement, and other areas of focus.
• Plans and leads all major system updates as well as creates and maintains core system test plans.
• Lead the EHR and other clinical systems training program in collaboration with other leaders
• Scopes and plans system improvement efforts as it relates to the Electronic Health Record, and other interrelated systems.
• Serves on committees as needed to gather information relative to the needs of the organization.
• Proactively communicates to Information Technology, Financial, and Clinical Leadership on system improvements and opportunities.
• Solicits ongoing expert input and end user feedback on workflows, HIPAA compliance, and system maintenance.

Documentation

• Translates complex technical terminology and concepts into terms that are easily understood to all stakeholders; both technical and non-technical.
• In collaboration with other leaders, including super users, maintain training documentation for all clinical systems
• Produces professional quality project artifacts, including but not limited to, business requirement documents, requirement plans, models (e.g. data, event, context and process), traceability matrices, use cases, issue logs, and other documents as needed.
• Secures business requirement document approvals from appropriate stakeholders when required.
• Creates documentation that synthesizes information and can be shared with committees and/or leaders that reviews and prioritizes business initiatives.
• Ensures documentation is created relative to workflow or system changes in collaboration with the business and peers.

Analysis

• Leads analysis of business needs of key stakeholders across the organization. Interacts with stakeholders to elicit and summarize overall requirements by translating business needs into tangible initiatives.
• Conducts data analysis, identifies relevant key performance indicators and optimizes system use.
• Ensures that system requirements meet business needs and that the business is able to fully integrate and implement new systems or system features; contributes to defining measurable business outcomes for each.
• Assists the business in determining if and how new systems or system enhancements may improve process flow and business function.

General duties:

• Consistently and independently follows established safety and infection control procedures. Intervenes in unsafe situations.
• Complies with the standards of conduct and Corporate Responsibility Program and seeks guidance when in doubt.
• Meets or exceeds expectations of individuals for whom service is provided.
• Participates on interdepartmental or departmental committees as appropriate.

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Job Type: Full-time

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