UW Medicine's IT Services department is looking for an outstanding EpicCare Ambulatory Applications Supervisor to join the team!
What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependents...AND we have three plans for you to choose from!
10 paid holidays annually!
1 personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking (more than 5 work weeks in your first year) !
TWO Retirement plans to choose from – one even matches 100% of your contributions with immediate vesting!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Flexible Spending Account...Tax Exempt!
Dependent Care Assistance program!
On-site Childcare Centers!
Long Term Disability insurance!
Life and Accidental Death and Dismemberment insurance!
U-PASS transportation program and discounted parking...PRE-TAX!
Tuition Exemption program – at the UW (and other colleges around the state)!
Housing resources and home buying options!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits and more, please visit click here.
The Epic Ambulatory Applications Supervisor is both a subject matter expert and technical systems expert who possesses an array of cross-functional systems knowledge and support skills for applications used by multiple UW Medicine customer groups. The Supervisor's responsibilities span the entire lifecycle of UW Medicine clinical systems activities. The scope includes providing technical leadership and oversight for the to the team supporting the ambulatory EMR, EpicCare, and the Epic Nurse Triage applications. The team is also responsible for optimization and enhancement efforts including business process analysis, requirements gathering, design, system build, software testing, system troubleshooting, and training. This position will report to the EpicCare Ambulatory Applications Manager.
The application environment within UW Medicine includes multiple electronic health record systems, departmental systems, interfaces, and clinical data repositories. An understanding of the applications and their integration with Epic is critical to the Epic Ambulatory Applications Supervisor's success.
The clinical environment which is supported by the Epic application suite is made up of a complex set of multi-disciplinary clinical and administrative workflows across care settings. The Epic Ambulatory Applications Supervisor must understand the overall clinical care environment and processes to provide effective support of the application and its users.
This position may provide access to restricted or confidential information including: employee and patient information, medical center strategic plans and initiatives, financial information or other sensitive materials and information. The Epic Ambulatory Applications Supervisor should access and use the minimum necessary employee and organization information to perform job responsibilities and duties and only for authorized purposes.
Multiple locations and entities utilize the Epic clinical applications within UW Medicine. This position is responsible for a varied customer base to include UW Medicine Neighborhood Clinics, UW Physicians, UWMC, HMC and NWHMC Outpatient Clinics and the integration and expansion of the Epic electronic medical record applications within a mosaic electronic medical record solution at UWMC, HMC and NWHMC. The EpicCare Ambulatory Applications Supervisor must work closely with UW Medicine operational committees, internal customers, and other supervisors and managers as they centralize and operationalize departmental clinical and business systems. Frequent interaction occurs with other ITS Supervisors, Managers, and Analysts for solving problems across systems. Interaction with operations staff is required to assure that production processes perform properly. UW Medicine relies on enterprise wide technological solutions and electronic information to enable the quickest and most reliable health care for its customers. These systems must be available on a 24x7 basis in order to allow Physicians, Nursing, and all other clinical staff access to vital patient information. If the systems are not available the potential for adverse impact to patient care or life as well as lost revenue are very real. Both the availability and the security of the information are of the highest priority.
The Epic product is a suite of applications with multiple points of integration. If integration—the primary responsibility of this position—is not optimal, a change or problem in one portion of the application can impact all other portions of the application which may result in system malfunction, downtime, or delays in project implementation.
Supervision of Team (35%)
Supervise a team of customer-service oriented technical and application analysts to design, develop, implement, and support applications and systems that meet user requirements.
Provide functional and technical expertise to staff.
Ensure compliance with security and confidentiality requirements.
Promote an environment that is attractive to the IT employee and that facilitates the recruitment and retention of professional and technical support staff; including use of leadership best practices for, but not limited to, staff development, recognition, motivation, communication.
Mentor team members on work assignments, customer service, troubleshooting, problem analysis and work completion.
Work with Epic Ambulatory Applications team members to ensure they possess the required technical skills and vendor-specific knowledge to conduct their daily duties.
Provide Epic Ambulatory Applications Manager with feedback regarding team training needs.
Proactively Monitor and Maintain Systems (15%)
Coordinate all system change requests and trouble tickets including flow, tracking and prioritization of change requests and tickets.
Supervise and coordinate required testing of change requests and trouble tickets using standard methodologies.
Collaborate with the Epic Ambulatory Applications Manager to plan, develop, and implement standard application support processes.
Supervise on-call staffing for 24X7 user support of the Epic clinical applications.
Work with all required (intra and inter-departmental) personnel to define and manage changes to system reference data and to ensure data integrity and information flow.
Follow and enforce Change Control processes to ensure proper approval, coordination, and communication of system changes.
Ensure maintenance of accurate documentation of system changes and issues by using standard methodologies.
Enforce technical and functional standards.
Maintain general knowledge of vendor application architecture as it relates to the UW Medicine's systems environment as well as any new or modified vendor solutions that could benefit our organization.
Customer Relationships (15%)
Create and maintain a service-oriented relationship with internal and external customers, including meeting Service Level Agreements.
Actively manage user relationships to analyze, plan, prioritize, and follow-up on application break-fix, maintenance and enhancement requests.
Responsible for ensuring service requests are completed in a timely manner and to the satisfaction of the customers. This responsibility requires coordination with all resources needed to accomplish the request either directly or through delegation.
Project and Process Management (10%)
Operate internal systems that maintain and improve the effectiveness of the application support function. This includes ensuring the following:
Application of standard methodologies for initiating, monitoring, and completing IT projects and enhancements that meet expectations of scope, schedule, and cost.
Supporting the analyst team in adhering to appropriate status reporting and communication mechanisms to highlight progress, plans, and issues.
Inter-team coordination of resource requirements.
upport the enhancement cycle efforts, including identification of those enhancements requiring formal project management. Perform project management and administration for non-PMO managed projects to ensure project deliverables are completed on time. Lead team projects. Track and regularly report on progress and obstacles.
Collaborate with Project Managers, Managers and Directors to assist and support projects through production readiness, conversion support, and turnover to operations.
Actively manage daily work and problem assignments to ensure balanced workload allocation for the team.
Actively seek out and lead process improvement efforts.
Resource Management (10%)
In conjunction with the Epic Ambulatory Applications Manager, recommend appropriate staff and material resources for application support and project activities.
Assign resources for production support, enhancements, and active projects.
Monitor resource requirements across production and project activities and make adjustments.
Support appropriate participation by clinicians in project activities.
Provide input to quarterly reports on resource utilization and trends.
Vendor Management (10%)
Provide on-going management of vendor relationships.
Track open issues for resolution and routinely report on status.
Provide oversight to vendor resources assigned to production work, including planned and unplanned outages, project work, and issue resolution.
Provide support to the ITS Clinical Applications leadership team on the IT system planning process.
Participate, as required, in research, planning, evaluation, selection and implementation of strategic systems.
What you'll bring to the table: (minimum requirements)
Bachelor's degree in Computer Science or equivalent combination of education/experience.
5+ years of healthcare experience which must include:
3+ years of recent experience developing, implementing, and/or providing maintenance / support for clinical applications.
2+ years EpicCare Ambulatory vendor certification.
2+ years leading teams, including responsibility for training, assigning, organizing or scheduling work, and reviewing completed work assignments. Must have demonstrated skills in prioritizing the work of a team.
Knowledge of all phases of software development lifecycle for vendor-supplied software.
Experience working in a service-oriented Information Technology setting.
Proficiency with basic office applications, including Excel, PowerPoint and Visio.
Demonstrated ability to manage small to medium sized IT projects and/or process improvement initiatives.
Successful candidates will also:
Possess excellent oral and written communication skills.
Have ability to synthesize operational data, literature and verbal input into appropriate policy and procedure.
Be well organized and detail oriented.
Have ability to visualize global view.
Possess knowledge of database structures, data definitions and data relationships.
Possess strong interpersonal and communication skills and customer service principles.
Have an interest in and aptitude for information technology.
Have demonstrated ability to work with and facilitate multidisciplinary work groups in an application development or support setting.
Ideally, you'll also have: (desired skills and experience)
Lead/supervisory experience with Epic implementations and/or support.
Experience with operational workflow design of medical record software, patient data services, provider order entry and/or clinical repository systems development, implementation, and maintenance/support experience.
Training experience which includes evaluating staff competency in the use of the system, use of equipment, and integration of the applications into the clinician workflow.
What are some of the other tidbits that you might want to know?
The individual in this position is expected to work normal daytime hours. However, significant off-hours and weekends may be needed to resolve problems and during implementation and maintenance activities. This individual is also expected to be available for call on a 24x7 basis as needed.
Because of the physically separated sites for UW Medicine, this position requires the ability to quickly access sites, using personal means of transportation. Travel to/from includes, but is not limited to, UW Medical Center, Harborview Medical Center, Northwest Hospital, downtown Seattle, and other facilities which are affiliated with UW Medicine. Position requires regular travel to UW Medicine enterprise sites.
Must be able to respond in a timely manner to production issues on a 24x7 basis, on-call as a primary point of escalation.
Ability to communicate clearly in English, both verbally and in writing.
Appointment to this position will be contingent upon successful completion of criminal background and reference checks.
This advertised job posting may not include the complete official job description for the role.
The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others). Any assessments that you need to complete will appear on your screen as soon as you select
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