Application Support Manager

PURPOSE STATEMENT:  

As the Application Support Manager, you will play a critical role in ensuring the seamless operation and support of our revenue cycle and clinical applications. You will lead a team of dedicated support professionals, define, and track key performance indicators (KPIs), optimize support processes, and provide the highest level of service to staff across the enterprise.

ESSENTIAL FUNCTIONS :

Team Leadership:

• Lead and manage a team of application support specialists, providing guidance, mentoring, and performance feedback.  
• Foster a collaborative and positive work environment, ensuring team members are equipped with the necessary skills and knowledge.  
• Support Desk Communication: Manage and enhance communication channels within the support desk team to promote collaboration and knowledge sharing with colleagues and other internal and external IT support teams.

Application Support:

• Oversee the day-to-day support activities related to the RCM, EMR application, patient rounding, and other supported applications.  
• Troubleshoot and resolve complex technical issues, ensuring timely and effective solutions.  
• Collaborate with software vendors and internal development teams to address system bugs, enhancements, and updates.  
• Act as a key point of contact for escalated support issues, working closely with customers to understand and resolve their concerns.  
• Internal Stakeholder Communication: Maintain clear and effective communication channels with internal stakeholders, including clinical, IT, and executive teams, to provide updates on support issues and initiatives.

Staff Training and Development:

• Create and maintain comprehensive documentation for support processes, troubleshooting steps, and user guides.  
• Mentoring and Team Development: Provide guidance, mentorship, and professional development opportunities to support staff, fostering a culture of continuous learning and growth.  

Incident Management:

• Ticket Triage: Oversee the triage of support tickets, ensuring proper categorization and assignment to the appropriate support teams.  
• Tiered Support Model: Implement and manage a tiered support model to effectively categorize and resolve support tickets based on complexity and urgency.  
• Collaborate with IT security and compliance teams to address security incidents and ensure HIPAA compliance.  

Performance Monitoring:

• Implement monitoring tools to track system performance, identify bottlenecks, and proactively address issues to ensure optimal application performance.  
• KPI and SLA Management: Develop, monitor, and report on support KPIs and SLAs, ensuring that service levels meet or exceed defined standards.  

Vendor Relations:

• Collaborate with software vendors to report and escalate issues, track bug resolutions, and participate in version upgrades.  
• Manage relationships with third-party support providers to ensure service level agreements are met and advocate for improvements in product functionality.  

Data Integrity and Quality:

• Work closely with data management teams to ensure the integrity and accuracy of healthcare data within the EMR application.  
• Implement data quality assurance measures and participate in audits as required.  

Continuous Improvement:

• Continually assess and improve support desk processes and implement best practices to enhance the overall efficiency of the application support function and customer satisfaction.  
• Stay updated on industry trends and advancements to recommend and implement relevant technologies.  

OTHER FUNCTIONS:   

• Perform other duties as assigned.  

• Maintain a comprehensive status report for all activities, providing regular updates and listing milestone accomplishments.  

STANDARD EXPECTATIONS :  

• Comply with organizational policies, procedures, and performance improvement initiatives.  
• Maintain confidentiality and adhere to industry policies regarding sensitive information.  
• Communicate clearly and effectively with team members and stakeholders.  
• Develop constructive and cooperative working relationships with others.  
• Encourage and build mutual trust, respect, and cooperation among team members.  
• Maintain regular and predictable attendance.  
• Performs scheduled ad-hoc and emergency tasks within the department's scope.   

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS :  

• Bachelor’s degree in information technology, Computer Science, or a related field preferred.  
• Minimum of 3 years of experience in enterprise application support management, with experience supporting healthcare information systems and EMR applications.  
• Strong leadership and team management skills.  
• Experience implementing and managing tiered support models.  
• Excellent problem-solving and analytical abilities.  
• Knowledge of behavioral healthcare workflows and regulatory requirements.  
• Familiarity with HIPAA regulations and other relevant healthcare compliance standards.  
• Exceptional communication and interpersonal skills for interaction with both technical and non-technical stakeholders.  
• In-depth knowledge of HL7 interfaces and electronic medical records systems.  
• Excellent vendor management skills, with a track record of successful escalations and issue resolution.  

• Change management experience in a healthcare IT environment.  

Key Certifications for candidates for this role include:  

• Certified Professional in Healthcare Information and Management Systems (CPHIMS) 
• ITIL (Information Technology Infrastructure Library) Certification such as ITIL Foundation, ITIL Practitioner, or ITIL Intermediate  
• Certified Support Manager (CSM) 
• Certified ScrumMaster (CSM) or Agile Certification  
• CompTIA Healthcare IT Technician  

Project Management Professional (PMP SUPERVISORY REQUIREMENTS):   

• This position is responsible for leading and managing a team of application analyst professionals.  
• This position is a HYBRID ROLE 50% in the office 50% WFH 

While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from par ticular jobs when circumstances  
(e.g. emergencies, changes in workload, rush jobs or technological developments) dictat e.