Job Purpose

The Clinical Application Support Manager is a key member of the Information Services (IS) leadership team, responsible for the strategic oversight and hands-on administration of P3’s clinical application ecosystem. This role ensures the optimal performance, compliance, and scalability of applications critical to both clinical operations and business functions.

This role collaborates closely with business units, vendors, and the Information Services (IS) team to ensure applications are properly configured, optimized for performance, and capable of delivering essential business analytics and reporting. Additionally, the position is responsible for researching emerging technologies and offering subject matter expertise to guide strategic decisions and future enhancements.

Essential Functions and Responsibilities

• Administration and configuration changes on athenaNet, both Revenue Cycle (Collector) and Electronic Health Record (Clinicals)
• Support and maintain auxiliary clinical applications integrated with athenaNet, i.e. Nuance Dragon, RelayMed, etc.
• Delivering actionable business analytics and reporting to support clinical decision-making and operational efficiency
• Lead clinical support operations to meet business service level agreements (SLAs) and ensure adherence to organizational policies, procedures, and regulatory requirements
• Lead and mentor application support and training teams, providing performance feedback, training, and developing team members
• Develop and implement strategies for application support that align with the organization's overall goals and objectives
• Ensure EMR initiatives are aligned with overall company goals and priorities
• Evaluate emerging technologies and present vetted solutions to leadership for potential adoption
• Provides administration, support, and monitoring for P3 clinical applications
• Business Continuity & Disaster Recovery planning, testing, and executing for critical applications
• Provide input on application backups and restores
• Manages applications support process and people to ensure SLAs are met
• Recommends changes to applications and infrastructure to ensure optimization
• Works with the Information Security officer (ISO) and team to address security
• Ensures HITRUST compliance by following policy, procedures, and best practice guidelines
• Implements required patches and updates on P3 applications
• Provides P3 application documentation, metrics, analytics, and reporting
• Serves as liaison between IS and business units
• Provides guidance and instructions to other IS teams
• Maintains confidentiality regarding information being processed, stored, and accessed by the systems
• Provides training to customers as needed

Education and Experience

Required

• Bachelor’s or advanced degree in healthcare, computer science, or business,
• or equivalent work experience
• 8+ years of IS related support experience
• 5+ years of experience administering and supporting applications
• 5+ Experience with EMR/EHR Administration and configuration
• 3+ years of experience supporting healthcare applications
• 2+ years of experience as a manager in Information Services (IS)
• Strong verbal and written communication skills are required

Desired

• Experience with athenaNet Administration
• Experience managing or leading small teams
• Experience with SaaS/Cloud based applications

Knowledge, Skills, and Abilities

• Knowledge of healthcare applications support
• Knowledge of Information Services support concepts and best practice
• Strong Knowledge of core Microsoft business applications, word, excel, outlook, etc.
• Strong analytical and problem-solving skills
• Ability to manage a team and provide leadership and direction to those around them
• Ability to provide product documentation and training
• Ability to identify and troubleshoot potential issues and participate in their resolution with highest customer satisfaction
• Ability to work a flexible schedule to meet the needs of the group growth and expansion
• Work independently as well as in a group setting
• Ability to multi-task
• Knowledge of HIPAA regulations
• Knowledge of healthcare terminology, procedures, and practices