Supervisor - Epic | Full Time | Troy, MI

GENERAL SUMMARY/PRIMARY FUNCTION: 

The Supervisor is responsible for managing the overall design, implementation, training, documentation, operation and support of Clinical or Business applications and reports. This includes planning, design, implementation and project management; daily operational management; a focus on service excellence and employee engagement; and staff skills development. The Applications Supervisor takes general direction from the Manager, and their role is specific to both the application they oversee and the required cross functional teams and activities. The Supervisor may also serve as the Helios liaison to their associated clinical or business departments throughout the system. This includes, but is not limited to, the assessment of optimization efforts to meet system goals including patient safety/quality of care, revenue capture and efficient operations. The Supervisor performs these activities following HFHS standards and processes.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Supervises the work of and provides oversight to application staff to support the planning, design/build, test, implementation, support and operational needs of their application. This includes, but is not limited to, project management, resource planning, assessment of integration and/or interface needs, support and maintenance,
  • Supervises and participates on cross-functional teams to ensure integration and alignment of build, process design, and configuration of workflows. 
  • Identifies inefficiencies and opportunities for improvement within application design and recommends solutions.
  • Supports implementation success by participating in the planning for KPIs and in the response to metrics post go live
  • Organizes team to provide ongoing operational support post implementations. Communicates status of work in progress to project team, requestor or Director. 
• Acts as the Helios liaison to associated departments and constituencies throughout the health system on their specific application. Understands core system processes and interdependencies. Researches trends and best practices in relation to healthcare application software. Provides organizational leadership with respect to Clinical or business applications 
  • Participates actively in key meetings with Operational Leaders to develop best practice processes for their specific application.
  • May represents application team on other various Governance Advisory Councils and organizational Teams. 
• Promotes workflow analysis and redesign associated with implementation and optimization of system applications. Advises staff on the adoption of processes that improve efficiency with the adoption of the software.
  • Recommends process and workflow configurations and/or changes to align with best practices, standardization, integration needs/requirements, compliance and/or regulatory policies.
  • Uses human factors and error proofing concepts whenever possible to improve safety and efficiency. 
• Works effectively as part of a team in resolving issues escalated through the Help Desk in a timely manner. Investigates, tests, resolves problems related to application. Ensures that their application team provides high level of customer service and appropriate coverage off-hours for critical problems. Identifies, escalates and resolves issues that impact infrastructure and application performance
  • Evaluate trends on performance, capacity and operational health and develops plans to address key issues.
  • Resolves most issues independently and partner with vendors to resolve more complex issues.
  • Provides preventative maintenance, troubleshooting and resolves problems to ensure infrastructure and application stability. 
  • Leads continual improvement best practices by identifying and diagnosing improvement opportunities. Leads review and management of tickets: break/fix for designated areas of responsibility
  • Adheres to Service Level Agreement expectations demonstrated through ongoing support of live users. 
• Promotes, develops and adheres to system standards, and best practices, Collaborates across Helios team to develop unified approaches and standard work. Collaborates with team to promote re-use and develop consistent technical build, implementation and support processes. 
  • Provides input on standards, best practices, and process improvements. Input may be, but not limited to, best clinical and /or business process and workflows. 
  • Establishes testing best practices and standards 
• Communication & Relationship Management 
  • Works with other Helios teams to lead issue resolution while maintaining HFHS Standards of Excellence.
  • Effectively supervises conflict and works together with team members, colleagues, and other leaders prepares, shares, and presents. 
• Supports and provides input into technology planning and upgrades 
  • Leads implementation of major version upgrades and special updates
  • Implements applications according to requirements, specifications and compliance/regulatory standards.
  • Creates or oversees development of proofs of concepts for new technology, processes, and/or workflows.
  • Stays current with respective technology capabilities and/or third-party billing and compliance regulations (when applicable).
  • Stays current with vendor capabilities and provides input into software/system implementation strategies and plans.
  • Collaborates with vendor partners and contractors. 
  • Works with IT, Helios and Operations management to ensure systems are in line with overall policies, standards, processes, and overall workflows.