Career Center

POSITION SUMMARY:

The Production Support Manager provides supervision to the staff that supports the use of practice management, electronic health record and other clinical informatics applications and software. Responsible for system maintenance updates and on-going user support for health center and administration applications. Monitors ticketing system to ensure service level agreements are met and staffing is appropriate. This position manages the development of an internal knowledge base and external workflow documentation.

SPECIFIC DUTIES:

• Supervises team who provide technical support to health center staff on application issues.
• Process performance evaluations for direct reports.
• Address with direct reports performance and behavioral issues that may come up.
• Process timecards and time off requests for direct reports.
• Develop and manage dashboards displaying ticket tracking and call volume.
• Answers, evaluates, and prioritizes requests for assistance from users experiencing problems.
• Leads and provide application guidance to a team of Application Support Specialists acting as the second level of escalation for users after a Team Lead.
• Tracks and updates requests using help desk software, maintains history records and related problem documentation.
• Monitors clinical applications websites and other communication channels to stay current on new releases and regulatory/functional updates.
• Handles problem recognition, research, isolation, resolution, and follow-up of application issues.
• Identifies support trends that suggest to development of automation and/or efficiency tools.
• Conducts ad hoc training as needed including for specialized initiatives.
• Responsible for monitoring system metrics to ensure that performance of the system is meeting expectations.
• Supervise support on the various clinical and non-clinical applications used throughout the organizations; manage user accounts, passwords and permissions, provide basic solutions for clinical applications
• Set up and configure applications to troubleshoot application issues.
• Submit and manage support tickets to application software customer support cases; prioritize, track, and resolve user problems and requests with a sense of urgency.
• Develop, implement, and maintain policies, procedures and associated training plans for applications.
• Maintain data privacy and confidentiality.
• Provide on-site, phone support and issues triage/resolution
• May be required to act as the Subject Matter Expert (SME) for one or more applications
• Responsible for reviewing application updates and releases to identify new releases that support clinic needs.
• Provides leadership and guidance to others within team
• Report project status updates to Director of HIT
• Other duties and/or special projects as assigned