Description

Organization:   Application Outsourcing

Location:         Palo Alto, CA

People within Application Outsourcing are responsible for the day-to-day provision of long-term outsourcing services to one or several clients.  As part of our Application Outsourcing team, you could be helping to provide the programming, management and maintenance services needed to implement and support installations of both custom and packaged application software

Our AO resources can expect to:

•           Incorporate skills which support the programming, management and maintenance services required to implement and support new installations or maintain and improve existing legacy systems for our clients.

•           Receive ongoing training to build and extend professional, technical and management skills in all areas

•           Enjoy our comprehensive and generous benefits package

Team Lead responsible for delivery in the areas that may include Request management, HIM/Rx/ASAP/OpTIme/Beacon,Clindoc or Orders. This person manages the delivery team of approximately 4 - 10 resources including work assignment, performance evaluation and project delivery.

The Team Lead is responsible for delivering the support, maintenance and development of an application or application module supported by a High Performing Team (HPT). The primary responsibility of a Team Lead is to provide work request and personnel management at a team level, manage performance to quality and service levels.  The Team Lead manages the team members' adherence of standard processes, maintenance of quality and performance to service levels and schedule. The Team Lead works collaboratively with the Rev Cycle Manager and Clinical TL and Manager to coordinate project schedules, budgets, work request management, resource planning, work authorization and manage knowledge transfer.  The Team Lead participates in functional review and design, and is responsible for Process Excellence within the team.  The Team Lead should be certified in the application(s) in which they will be managing.

Roles and Responsibilities:

Leadership

•           Direct team members in development and maintenance efforts

•           Tracking team's success metrics to monitor overall service quality /process performance of the team

•           Monitor adherence to team processes

•           Receive, analyze and distribute to the team reports on metrics and any associated work items related to improvement measures

•           Conduct staff meetings on a weekly basis

•           Manage team's timesheets

•           Review and approve hardware/software requests

•           Keep management up to date on all production issues and resolutions

•           Manage completion of administrative tasks (time reporting, sign timesheets, weekly status reports), manage overtime

•           Mentor and motivate Business Analysts

Manage Operations

•           Manage the fulfillment of service delivery obligations and overall completion of deliverables

•           Manage/schedule team resources to work requests

•           Manage workload between team members and identify team capacity requirements

•           Manage work plans

•           Assist in managing the resolution of issues by Business Analysts

Process Excellence/ Continuous Improvement

•           Ensure that best practices/standards are documented, communicated, implemented and followed

•           Ensure team members participate in root cause analysis and continuous improvement

•           Manage adherence to methodology and process standards

•           Lead new process development efforts

•           Identify improvements for processes, standards, deliverables, etc.

•           Ensure team develops reusable materials

•           Manage staff development of knowledge of client's business

Team Collaboration

•           Provide feedback for team member career development and produce performance evaluations in accordance with performance review cycles

•           Manage and approve training

•           Conduct one-on-one meetings with staff

•           Update time sheet on a daily basis, accurately reflecting proper task workload

Qualifications

Basic Qualifications:

•           Certified in Epic Inpatient module (Beacon, HIM, Rx, etc.)

•           Minimum of 6 years experience in a support, post implementation role

•           Minimum of 1 year in a team lead or managerial capacity

Professional Skill Requirements

•           Clinical or Health & Life Science experience is an advantage

•           EpicCare Inpatient implementation experience

•           EpicCare Inpatient support experience

•           Proven ability to work independently and as a team member

•           Ability to be flexible and work analytically in a problem-solving environment

•           Has designed, developed, configured, tested, deployed or supported components of a complex software application

•           Demonstrated deep experience with software application lifecycle methods, processes and tools

•           Has interacted extensively with business software application customers and users

•           Developed deep experience in at least one of the following areas: Specific vendor, application suite or application being supported, other complex packaged software, or IT methods, processes and tools

•           On/Offshore support model experience