Support Systems Manager

State of Washington•Multiple Locations Statewide, WA

1d•Hybrid

About The Position

This is a telework/hybrid position. The candidate of choice may work from anywhere within the state of Washington with a reliable internet connection. Travel may be required. The Washington State Department of Corrections Information Technology Electronic Health Records (EHR) team is searching for a Systems Support Manager (Data Science & Informatics Specialist 3), who will provide strategic leadership for the planning, implementation, stabilization, and ongoing support of patient support applications within the Department of Corrections’ electronic health record (EHR) environment. This critical role will oversee EHR functions including registration, scheduling, patient movement, provider and hospital billing, claims, health information management, and insurance payer relations. As a key leader within the Health Care Management and Coordination System (HCMACS) program, the Systems Support Manager directs multidisciplinary teams responsible for project management, business analysis, software design and implementation, workflow optimization, technology integration, testing, and end-user adoption. Collaboration and communication are key attributes of the selected candidate as you will work extensively with internal and external stakeholders, including statewide partners, contractors, consultants, and vendors, to maximize the value of the state’s investment in healthcare technology and ensure the secure, reliable, and effective delivery of healthcare services. This role provides visionary leadership and expert guidance to Health Services and Information Technology programs, translating complex business and operational needs into innovative solutions that improve care coordination, support clinical decision-making, enhance reimbursement processes, and strengthen public health responsiveness. The Systems Support Manager represents the Department on leadership teams, committees, and special initiatives and is accountable for advancing strategic objectives, promoting continuous improvement, and ensuring compliance with regulatory, quality, and patient safety standards in support of the Department’s mission to improve public safety by positively changing lives.

Requirements

Five (5) or more years of experience with Epic support applications, including full lifecycle implementation experience
Current or former Epic certifications(s) or proficiency in multiple modules
Proven experience managing cross-functional project teams through EHR implementations
Excellent communication, stakeholder engagement, and project leadership skills.

Nice To Haves

Bachelors or higher degree in Health Informatics, Public Health, IT, or related field
Best in class Electronic health record (EHR / EMR) systems, Epic certification ideally in Orders, Radiant, and Behavioral Health modules
Prior experience implementing Epic within a correctional health, public health, FQHC, or government healthcare organization
Familiarity with Medicaid reporting, public health data submission, and institutional security protocols
Project Management Professional (PMP), Lean, or other process improvement certifications

Responsibilities

Serving as the primary leader for Epic Revenue Cycle and Patient Access modules throughout all phases of the implementation—design, build, testing, go-live, and post-live support
Oversight and implementation of modules such as ADT/Prelude, Cadence (Scheduling), Hospital Billing (HB), Professional Billing (PB), Claims, Referrals, and MyChart (as applicable)
Development and management project plans for revenue cycle workstreams in partnership with implementation partners, finance teams, and IT leadership
Leading business process redesign efforts with stakeholders to streamline registration, scheduling, charge capture, claims submission, and reimbursement workflows
Managing readiness activities including workflow mapping, integration design, data conversion planning, training coordination, and environment build oversight
Directing and supporting a team of Epic analysts through build activities, unit and integrated testing, and change control processes
Ensuring all support modules are developed according to Epic best practices and DOC-specific requirements
Oversight of the help desk escalation processes and ensuring rapid response to critical clinical system issues, especially post-go-live
Oversight of the change control processes enhancement requests, testing coordination, and incident resolution
Ensuring proper documentation and configuration tracking throughout the lifecycle of system changes
Collaborating in the development of the end user training program and aid in coordination of pre and post go-live training efforts