EPIC CADENCE AND PRELUDE SUPERVISOR

Position Overview

The Supervisor Cadence/Prelude leads, trains, and motivates their team to achieve positive outcomes and continuously add value to our collaborative This work entails managing projects, prioritization, providing regular feedback and performance management, individual development and training, taking the lead on communicating and mitigating issues and risks, measuring and ensuring high quality service. The Supervisor will continually assess and make improvements to the system and processes to improve efficiency while judiciously managing the resources of OCHIN and our Members (Service Areas) to continually improve the quality of processes, internal operations, and outcomes to our members.

Essential Duties

• Team Development: Leading, motivating, developing skills and measuring to positive outcomes for a team of Epic analysts, meeting both organizational and member needs
• Manage Member Relationships & Support: support Manager and Team in developing effective workflows, solving and mitigating complex issues and maintaining valuable relationships
• Nurture Partner Learning: Collaborating with organization leadership to ensure timelines and deliverables are realistic and actionable, plan effective learning deliverables for annual forums and applicable conferences
• Ensuring that new staff are on-boarded in a methodical measured manner that prepares them for success
• Tracking and measuring team, project, and individual performance goals
• Working with team to identify potential process improvements
• Reviewing, defining and supporting improvements efforts
• Assist manager with maintaining regular responsiveness on tickets, working with manager on any staff that require coaching beyond standard
• Assist Manager with strategizing around go-live and coverage support for new installing sites and legacy expansions
• Develop new features and workflows for new features; make design decisions
• Resolve advanced and complex integration JIRA and Help-Desk tickets
• Collaborate with the Help Desk/Product teams as applicable
• Ensure timelines and deliverables are realistic and actionable for both install projects and other custom work
• Work with the team to identify potential process improvements
• Be the first escalation point for Members when they have issues
• Adhere to and hold team accountable to all OCHIN policies, including go-live support, Tempo time tracking, Critical Incident reporting, and JIRA SLAs and SLEs
• Develop and evolve effective resource planning processes to ensure proactive staffing of incoming and prioritized work
• Maintaining and reinforcing communication and linkages between the Epic Clinical Team and other relevant OCHIN Departments
• Reviewing ticket metrics and ensure team is delivering on SLAs and staying current with assignments
• Intervene and resolve escalations with members as needed
• Perform routine build and configuration in Epic and related products.
• Operate within the Member Care Team framework, being a key contributor to the overall goals of the team support model.
• Lead working sessions with OCHIN members to resolve advanced and complex integration work orders and support issues.
• Discuss and provide workflow solutions and ensure understanding of the system through hands on training.
• Document build specifications, team processes and complex clinic workflows.
• QA complex builds, Service Update (SU) modifications, and other work orders.
• Collaborate with members from other OCHIN teams to address integration issues.
• Provide elbow support to clinic staff during Go-Lives and Mock clinics as needed.
• Lead trainings and workgroups for members.
• Mentor, coach and train less experienced analysts.
• Develop and share workflow best practices.
• Travel to support off-site software installations as needed.
• Assist Project Managers in identifying system capabilities.
• Build, design, test and document functionality of new system features.
• Provide process improvements within your application or team.
• Other duties as assigned