Electronic Health Record Supervisor - Health Data Services (Departmental Promotional Only)

County of San Mateo•San Mateo, CA

3d•Hybrid

About The Position

San Mateo County Health is seeking a well-qualified individual for the position of Electronic Health Record Supervisor - Health Data Services. This role involves supervising, assigning, reviewing, and participating in the work of staff responsible for providing direct application support and user training for Health’s electronic health record (EHR) system. The position ensures work quality and adherence to established policies and procedures, performs complex technical tasks, and related duties. The current vacancy is a regular position in the Health IT Division, located in South San Francisco and San Mateo, CA, requiring travel throughout the county. This position is currently hybrid, with both on-site and remote work based on business need and subject to change. The Electronic Health Record Supervisor - Health Data Services will assist in overseeing the entire Health Data Services Team. This position requires two Epic certifications in Health Data Services (any combination of: EpicCare Health Data Services, MyChart, Healthy Planet, Wisdom). The ideal candidate will possess 5+ years of Epic work experience and certification in Health Data Services, advanced experience with electronic health records, and 3+ years of experience supervising staff responsible for EHR application support and user training. Strong supervisory/leadership skills, experience in a multicultural, multidisciplinary workforce, and a healthcare setting (preferably a government county health department) are also desired. Experience in lifecycle management from project through implementation and troubleshooting, the ability to make sound decisions and manage crises, and experience in leading collaborative relationships are important. Experience in implementing new application systems and upgrades, exceptional customer service skills, and the ability to document business and technical problems and identify requirements are also key. Excellent written and verbal communication skills, the ability to establish and maintain effective working relationships, and excellent time management skills are essential.

Requirements

Five years of progressively responsible information technology support experience in a healthcare operations setting.
At least 2 years of lead, supervisory, or project management responsibility.
1 year of Epic user support experience.
Two Epic certifications in Health Data Services (any combination of: EpicCare Health Data Services, MyChart, Healthy Planet, Wisdom).
Advanced experience working with electronic health records.
3+ years Experience supervising staff responsible for providing direct application support and user training for Health’s electronic health record (EHR) system.
Strong supervisory/leadership skills.
Experience providing leadership in a multicultural, multidisciplinary workforce.
Experience working in a healthcare setting, preferably in a government county health department.
Experience in lifecycle management from project through implementation and troubleshooting.
Ability to make sound decisions and manage crises based on the exercise of judgment and the consideration of all available information.
Experience providing leadership in collaborative relationships among internal and external teams.
Experience in the implementation of new application systems and application upgrades.
Demonstrated exceptional customer service skills.
Experience in providing consultation services to customers/end-users, with ability to document business and technical problems, and identify requirements.
Excellent written and verbal communication skills with internal and external stakeholders to ensure that needs are met.
Ability to establish and maintain effective working relationships with those encountered on the job.
Excellent time management skills and ability to set priorities and adjust to meet deadlines.
Adept at learning and applying newly acquired skills on the job.
Knowledge of standards and practices of employee supervision, including work planning, assignment, review and evaluation, coaching, mentoring, and the training of staff in work procedures.
Knowledge of operations, services, and activities of the assigned program or unit.
Knowledge of advanced principles and practices of computer systems management, analysis, design, and maintenance.
Knowledge of electronic health record systems, specifically Epic software applications.
Knowledge of software development life cycle including requirement gathering and analysis, design, implementation or coding, testing, deployment, and maintenance.
Knowledge of design, implementation, testing, updating, maintenance, evaluation, and analysis of system configuration, system setup, and application tables.
Knowledge of clinical applications and regulatory standards, a wide range of application functionality, content, and associated workflows.
Knowledge of basic supervisory principles and practices.
Knowledge of customer service principles.
Knowledge of policies, procedures, and business operations.
Knowledge of principles and procedures in project management and project management methodologies.
Knowledge of applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
Knowledge of techniques for providing a high level of customer service by effectively dealing with vendors and County staff.
Ability to plan, organize, schedule, assign, review, and evaluate the work of and train staff.
Ability to recommend and implement goals, objectives, and practices for providing effective and efficient services.
Ability to train and mentor staff, including effective coaching and team building.
Ability to supervise the implementation of comprehensive electronic health record projects and training programs.
Ability to prepare clear and concise program documentation, system and user procedures, reports of work performed, and other written materials.
Ability to deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
Ability to interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
Ability to effectively represent the department and the County in meetings with contractors and vendors.
Ability to organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
Ability to use English effectively to communicate in person, over the telephone, and in writing.
Ability to use tact, initiative, prudence, and independent judgment within general policy and legal guidelines.
Ability to establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Ability to interact with and work collaboratively with multidisciplinary teams and process stakeholders.
Ability to learn and retain knowledge of all assigned applications.
Ability to configure, implement, maintain, and evaluate Epic applications and platform.
Ability to troubleshoot application issues and system errors.
Ability to multi-task complex work assignments.
Ability to lead meetings and resolve conflicts.
Ability to perform under pressure with tight deadlines and complex tasks.
Ability to become cross-functional in one or more applications.
Ability to motivate key process stakeholders.
Ability to travel outside the County for training or other business needs.

Nice To Haves

Experience providing leadership in a collaborative relationships among internal and external teams.
Experience in the implementation of new application systems and application upgrades.
Experience in lifecycle management from project through implementation and troubleshooting.
Experience providing leadership in a multicultural, multidisciplinary workforce.
Experience working in a healthcare setting, preferably in a government county health department.

Responsibilities

Partners with the Application Manager to ensure organizational and departmental goals are communicated, implemented, and tracked amongst the team.
Plans, prioritizes, assigns, supervises, reviews, and participates in the work of staff.
Participates in the development and implementation of goals, objectives, policies, and priorities for assigned unit; recommends within departmental policy, appropriate service and staffing levels.
Monitors work activities to ensure compliance with established policies and procedures; make recommendations for changes and improvements to existing standards and procedures.
Participates in the selection of, trains, motivates, and evaluates assigned staff; works with employees to correct deficiencies; recommends discipline to assigned Manager.
Participates in the preparation and administration of assigned project budgets; submits budget recommendations; monitors expenditures.
Participates in administering relevant contracts; works with other divisions and/or departments to negotiate or renew cost effective contracts; monitors and evaluates contractor performance to ensure compliance with County and department standards; initiates corrective action as appropriate.
Supervises or serves as a project team leader for the most complex projects including planning, organizing, and defining project requirements, methods, and end objectives in consultation with end users; coordinates project activities with team members, other section staff, user representatives and outside vendors.
Supervises and participates in interviewing, analyzing, and documenting end user work processes and systems requirements; conducts systems walk-throughs and technical reviews; develops or refines system specifications, including evaluating and testing vendor software packages for conformance with user requirements and priorities.
Supervises the preparation of feasibility studies, cost and benefits analyses, product evaluation, requirement specifications, designs, and other analyses and documentation.
Supervises and participates in designing business processes and workflow strategies for the management, access, and retrieval of data, defines data rules and relationships, and develops methods for quality control of databases.
Supervises and participates in the design of data analysis and processing methods, software and systems, web applications and user interfaces, and system enhancements.
Supervises and participates in the development and documentation of business processes and relates them to application software; recommends and implements procedural and operational modifications to optimize internal and customer workflows.
Supervises the development and execution of test plans to ensure application performance conforms to specifications.
Responds to and resolves escalated user inquiries and complaints and works with vendor representatives or managers to respond as needed.
Conducts special research assignments, gathers data, and prepares reports for consideration by management or special committees.
Supervises the development and maintenance of user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of information technology.
Performs other duties as assigned.