Ancillary Application Supervisor

Salt River Pima-Maricopa Indian Community • Scottsdale, AZ

13h • Onsite

About The Position

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.

Requirements

• Bachelor’s degree in healthcare administration, healthcare technology, information system, or healthcare informatics or closely related discipline.
• Seven (7) years of full-time work experience within a clinical facility
• Two (2) years in a leadership or senior/lead role
• Knowledge of the history, culture, laws, rules, customs and traditions of the SRPMIC.
• Knowledge of the purpose, current issues, projects, organization, policies, and employee responsibilities of the division to which assigned.
• Knowledge of Healthcare Ancillary Applications.
• Knowledge of healthcare industry regulations and compliance, including HIPAA.
• Knowledge of standard healthcare organizational metrics.
• Knowledge of Healthcare operations.
• Knowledge of IT service management (ITSM) processes, incident/problem management, and ticketing systems (e.g., ServiceNow).
• Skill in Problem Solving and analytical skills, with a strong focus on improving patient care processes.
• Skill in Customer Service and Excellent Communication Skills in particular with healthcare professionals
• Skill in Project Management and understanding of program development, monitoring, evaluation, and change management.
• Skill in healthcare administration technology including Microsoft Office Tools, Teams, SharePoint, EPIC, etc.
• Ability to interpret system data, performance metrics, and workflow feedback to make data-informed decisions.
• Ability to solve problems independently and escalate to multiple team members as needed.
• Ability to work professionally and collaboratively with all levels of leadership, both within OCHIN and outside organizations.
• Ability to multi-task and organize priorities, work autonomously, establish timelines, coordinate multiple tasks, events, and project timelines.
• Align team priorities with broader organizational goals, identifying opportunities for innovation and operational efficiency.
• Ensures all patient information is kept confidential and complies with Health Insurance Portability and Accountability Act (HIPAA) regulations and SRPMIC HHS policies and procedures.
• Will be required to pass a pre-employment background/fingerprint check.

Nice To Haves

• ITIL framework knowledge or certification preferred.

Responsibilities

• Ensures that quality and accurate work is completed following SRPMIC Constitution, Tribal Ordinances, department guidelines, and HR policies.
• 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 escalate 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 workgroups as needed.
• Mentors assigned staff to attain technical and customer service skills along with experience necessary to perform independently and attain further career progression goals.
• 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, identifying areas for enhancement, and implementing improvements to better support clinical and operational users.
• Leading the team through change management efforts related to application updates, organizational priorities, and best practices.
• Acting as a liaison between clinical teams, IT, and leadership to align team efforts with enterprise goals and regulatory requirements.
• Assist end users with defining and understanding system needs and developing requirements for system selection.
• Partner with the CIO, Contracting and Office of General Council to develop Requests for Proposals to send to potential third-party application vendors
• Lead the system selection process with end-users by reviewing proposals, developing scoring algorithms, and selecting a vendor.
• Lead the contract negotiation process with the CIO and OGC.
• Lead implementation of third part applications, ensuring requirements are met, training has occurred, and IT support personnel are trained in troubleshooting application errors
• Lead Go-live and go-live support process.
• Performs other job-related duties as assigned to maintain and enhance departmental operations.

Benefits

• Ensures all patient information is kept confidential and complies with Health Insurance Portability and Accountability Act (HIPAA) regulations and SRPMIC HHS policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager