Application Manager - Digital Agency

YAI•New York City, NY

4h•Hybrid

About The Position

Provides oversight and management of day-to-day processing, maintenance, access and administration of Digital Agency (DA), the electronic health record system, ensuring consistency in application of policies, practices and procedures and compliance with all applicable regulations. Supports all programs across the agency with day-to-day inquiries related to all functions within the system, directly engaging with staff at all levels via email, calls and meetings to facilitate, troubleshoot and/or resolve account creations, terminations, attendance issues and documentation updates in DA, communicating clear, easy to follow steps for end users to solve technical problems and leveraging available technology, when appropriate. Regularly monitors DA Dashboard in IT ticketing system to review incoming tickets requiring action and ensures appropriate handling and timely resolution of issues and tickets by other staff or completes directly, as needed. Coordinates education and training relating to Digital Agency, ensuring all updates and processes are appropriately documented and communicated to applicable staff and collaborates with YAI Knowledge to develop appropriate DA-related mandatory trainings. Develops learning modules, user guides, how to videos and training applicable to various service lines and states of operation and conducts in-person and virtual training sessions for department stakeholders and end users across the agency. Completes administrative corrections for raised issues in collaboration with program staff, updating information to ensure accuracy in electronic health record and compliant and accurate billing and tracking. Ensures maintenance of information in Digital Agency, including termination of accounts and creation of new programs and/or services, conducting reviews to ensure accuracy of information. Serves as the primary resource and liaison for all DA-related needs between department stakeholders, IT teams and vendors, managing and leading the development and implementation of system enhancements, new initiatives and modules and creating project plans with timelines to support successful implementations and smooth integrations. Leads all system-related projects, collaborating with internal parties and subject matter experts across programs, Compliance and Quality and other clinical or support departments to gather information, identify needs and regulatory or other requirements and builds a roadmap for enhancement or new build requests, translating business needs into system requirements for vendor development. Tracks progress of projects from initiation through completion, overseeing and coordinating resources and regularly interfacing with all project participants to manage deliverables and ensure business requirements are met and developments are implemented as intended; leads testing, ensuring updates are completed and escalates concerns to program leadership, as needed. Monitors application performance post-implementation and manages issue resolution in coordination with vendor and applicable internal parties, making recommendations to improve processes or support changing services and requirements. Collaborates with vendor to schedule system upgrades and integrations with minimal disruption to agency operations and makes notifications regarding changes, updates, new releases and potential downtime or disruptions to system to all applicable staff. Attends program operations, regional and other related meetings across the agency as needed to maintain awareness of ongoing projects, system-related needs and to provide updates, information and education relating to electronic health record or to identify concerns for discussion and resolution. Collaborates with program operations leadership, Compliance and Quality team and other staff in response to audits or corrective actions, which may include collecting, correcting or compiling information, when needed. Provides direction and guidance to staff providing support for DA-related tasks, such as creating and terminating accounts, monitoring and processing tickets on IT DA Dashboard and/or assisting with reporting, notifications or system-related projects, ensuring timely handling and appropriate processing of tasks and escalates concerns or performance issues to supervisor or program leadership. Complies with all Federal, State, Local and other relevant regulatory agency requirements, including the Health Insurance Portability and Accountability Act (HIPAA) and ensures cooperation with appropriate entities in any inspection, inquiry or investigation. Performs all other duties, as assigned.

Requirements

Bachelor’s degree in Business Administration, Information Technology or related discipline
Five (5) years of experience in an IT technical support, application administration, business analyst or related role
Experience with project management duties relating to workflow optimization or enhancement, implementation and testing
Experience providing support and education to end users, including troubleshooting system issues
Satisfactory equivalent combination of education, training and/or experience
Excellent interpersonal, verbal and written communication skills, including the ability to regularly engage and build effective working relationships with leadership, staff and external stakeholders at varying levels.
Ability to effectively support program leadership and staff across the agency with system issues and needs through hands-on support.
Strong problem-solving skills, including the ability to identify and effectively resolve technical issues, identify meaningful enhancements and improvements and to anticipate roadblocks.
Detail oriented and highly organized with the ability to work effectively in a fast-paced environment, appropriately prioritizing dynamic priorities and multiple projects to meet deadlines and other requirements.
Ability to work a flexible schedule, including evenings and/or weekends as needed, to support operational needs, to attend related meetings or meet deadlines.
Strong computer skills, including proficiency with electronic health record and medical billing or similar systems and the ability to translate business needs into technical requirements.
Basic proficiency Microsoft Office Suite, including PowerPoint.
Ability to report on-site to our Manhattan office at least three (3) days per week.
Ability to travel occasionally to other YAI locations across all states of operation, as requested.
Ability to meet essential physical demands of position, including the ability to sit for extended periods, lift and carry files or documents weighing up to 10 pounds and move around the office.

Nice To Haves

Professional certification in project management
Experience with electronic health record systems in the I/DD field
Project Management Certification (e.g. PMP)
Previous experience with electronic medical record systems or in program operations for individuals with I/DD in any states of operation (NY, NJ, CA)

Responsibilities

Provides oversight and management of day-to-day processing, maintenance, access and administration of Digital Agency (DA), the electronic health record system.
Supports all programs across the agency with day-to-day inquiries related to all functions within the system.
Regularly monitors DA Dashboard in IT ticketing system to review incoming tickets requiring action and ensures appropriate handling and timely resolution of issues and tickets.
Coordinates education and training relating to Digital Agency, ensuring all updates and processes are appropriately documented and communicated to applicable staff.
Develops learning modules, user guides, how to videos and training applicable to various service lines and states of operation and conducts in-person and virtual training sessions.
Completes administrative corrections for raised issues in collaboration with program staff, updating information to ensure accuracy in electronic health record and compliant and accurate billing and tracking.
Ensures maintenance of information in Digital Agency, including termination of accounts and creation of new programs and/or services.
Serves as the primary resource and liaison for all DA-related needs between department stakeholders, IT teams and vendors.
Leads all system-related projects, collaborating with internal parties and subject matter experts across programs, Compliance and Quality and other clinical or support departments.
Tracks progress of projects from initiation through completion, overseeing and coordinating resources and regularly interfacing with all project participants.
Monitors application performance post-implementation and manages issue resolution in coordination with vendor and applicable internal parties.
Collaborates with vendor to schedule system upgrades and integrations with minimal disruption to agency operations.
Attends program operations, regional and other related meetings across the agency as needed.
Collaborates with program operations leadership, Compliance and Quality team and other staff in response to audits or corrective actions.
Provides direction and guidance to staff providing support for DA-related tasks.
Complies with all Federal, State, Local and other relevant regulatory agency requirements, including the Health Insurance Portability and Accountability Act (HIPAA).
Performs all other duties, as assigned.