Position Summary

The Applications Support Supervisor provides leadership and day-to-day management for ambulatory practice application support (including the EHR and integrated systems). This role supervises the systems analytics/support team; manages user support, projects, and the strategic roadmap; partners with vendors and internal stakeholders; and leads troubleshooting, access management, training, and new office/system implementations to ensure reliable, compliant, and best-practice use of clinical and business applications.

Essential Duties & Responsibilities

• Supervise and mentor the systems analytics/application support team; provide work direction, coaching, and training as needed.
• Lead resolution of complex, interrelated application and reporting issues; prioritize incidents and requests to meet operational needs.
• Manage user support, project work, and the strategic roadmap for the ambulatory EHR and related integrated systems.
• Partner with providers and staff to identify training needs; develop and deliver training and reinforcement to promote best-practice system usage.
• Monitor and support compliance with required workflows, documentation standards, and system use expectations.
• Administer user access and security roles; coordinate onboarding/offboarding access requests and periodic access reviews.
• Communicate system updates, downtime notices, upgrades, and workflow changes to impacted users and leaders.
• Plan and participate in system installations, upgrades, optimizations, and new office/system implementations.
• Collaborate with vendors, system owners, community partners, contractors, and leadership to design, develop, implement, and operationalize application and reporting solutions.
• Gather and document business requirements and technology design specifications; perform analysis/assessment of user needs and complete need-gap analyses.
• Analyze and evaluate existing or proposed systems; devise or modify procedures to solve problems using data processing and reporting tools.
• Maintain reliable attendance and responsiveness to support efficient, cost-effective operations.

Qualifications

Education

• High school diploma or equivalent (required).
• Bachelor’s degree (preferred), ideally in Information Systems, Health Care Administration, or a related field.

Experience

• Minimum of 5 years’ experience supporting an electronic health record (EHR) and other integrated systems in an ambulatory and/or healthcare setting.

Knowledge, Skills & Abilities

Reporting Relationships

Reports to: CIO

Supervises: Systems analytics/application support staff (direct and/or indirect as assigned)

• Strong analytical and problem-solving skills to define business requirements and develop practical solutions for complex application and reporting issues (e.g., Athena and related systems).
• Ability to document requirements, create design specifications, and perform need-gap analyses based on assessment of user needs.
• Working knowledge of clinical/ambulatory workflows and best practices for EHR utilization, training, and adoption.
• Experience coordinating system installs, upgrades, optimizations, and end-user training in a healthcare environment.
• Ability to lead independently while also collaborating effectively with vendors, system owners, community partners, contractors, and organizational leadership.
• Strong communication skills for user updates, change management, and expectation-setting with technical and non-technical audiences.
• People leadership skills, including mentoring, work review, and developing junior staff.