EHR Manager, Managed Services

Job Summary

The EHR Manager – Tier 2 is a key member of PivotPoint's Tier 2 Managed Service Division, responsible for day-to-day management of the Tier 2 Analysts. Serving as an HR manager, this role provides oversight to managed services clients and staff. The ideal candidate will have worked as an EHR analyst, is adaptive to constant change, has experience building teams, monitoring team performance, and customer concerns in a fast-paced and demanding environment.

• Competitive salary with full benefits including medical, dental, vision, 401k, PTO, and more
• Occasional after-hours, weekend, and holiday work may be required in this role.

Roles and Responsibilities

• Interviews, hires, coaches, and provides training to employees to maintain high customer service.
• Evaluates employee performance with key metrics (SLA’s, customer feedback, ticket throughput, project milestones).
• Approves PTO and timesheets for payroll.
• Conducts effective resource planning to maximize the productivity of resources (people, technology etc.)
• Maintains and improves operations by assisting employees with best practices; conducting company lunch and learns; team meetings (including one on ones) with employees; identifying and resolving conflict; preparing and conducting action plans
• Ability to be 10% billable as a technical lead, project manager, or fill in analyst gaps as needed
• Maintains the on-call schedule, ensuring adequate coverage at all times
• Works with the team to oversee client projects and upgrades, including client check-in, meetings, and progress reports.
• Works with team leads to conducts quality audits of application analysts ticket work, ensuring established benchmarks are being exceeded and feedback is provided to analysts in monthly one on one sessions
• Builds strong relationships with clients, direct reports, and internal PPC team members.
• Leads select EHR projects, provides effective project management and drives successful outcomes including monthly progress reports
• Ability to assist the sales and delivery team with scoping future work, interviewing and providing statement of work documentation
• Other duties as assigned

Required Skills and Abilities

• Must have a strong personal drive for leading, delivering great customer service and thriving in a fast-paced environment
• Demonstrate knowledge of management principals, healthcare policies, procedures, information systems, Microsoft products and related IT systems
• Certified in core application, additional certifications in ITIL, PMP, MBA are a plus
• Ability to lead difficult conversations, analyze data, present the data and make decisions based on the data
• Excellent communication, management, interpersonal and leadership skills required.
• Advanced conflict resolution skills required.
• Knowledge of performance evaluation and customer service metric
• Excellent organizational and leadership skills with problem-solving ability.

Education and Experience

• Active Epic Certification
• Bachelor’s Degree and/or equivalent work experience
• Minimum of 5 years of related experience
• Experience leading projects and managing team members is a plus

Work Location and Travel Requirements

• Occasional customer site visits
• Approximately 10-15%