MANAGER, EPIC PATIENT ACCESS AND MAINTENANCE (REMOTE)

MAKE A DIFFERENCE AT OCHIN

OCHIN is a rapidly growing national nonprofit health IT organization with over two decades of experience transforming health care delivery to drive health equity. We are hiring for a number of positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our mission.

OCHIN provides leading-edge technology, data analytics, research, and support services to nearly 1,000 community health care sites, reaching nearly 6 million patients nationally. We believe that every individual, no matter their race, ethnicity, background, or zip code, should have fair opportunity to achieve their full health potential. Our work addresses differences in health that are systemic, avoidable, and unjust. We partner, learn, innovate, and advocate, in order to close the gap in health for individuals and communities negatively impacted by racism or other structural inequities.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture of belonging.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 diverse professionals, working remotely across 50 states. We offer a generous compensation package and are committed to supporting our employees' entire well-being by fostering a healthy work-life balance and equitable opportunity for professional advancement. We are curious, collaborative learners who strive to live our values everyday: Learning, Heart, Belonging, and Impact. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The Manager role within the Operations department is responsible for executing strategic goals for projects to align people, processes, and values so they support and further the organization's mission. The role is responsible for the overall Operational Excellence and Business Solutions portfolio and program, providing leadership, coordination and management of the applicable functions. This role supervises the team that provides support functions, as well as provides leadership in carrying out organizational strategy. Working with related executives, directors, and managers, the manager develops actionable prioritized plans and empowers team members to reach the organization's strategic goals; leading and scoping projects, improving processes, and managing resources and methods to reach those objectives. The manager is also responsible for identifying, driving, and operationalizing improvements into the culture of OCHIN in order to achieve high-quality, measurable, and sustainable results that support OCHIN's strategic goals and objectives.

The Manager, EHR Maintenance leads the analyst team responsible for the on-going maintenance of the Epic platform within the OCHIN collaborative. This work entails managing analyst staff and their respective deliverables, as well as related issues and risks. They are responsible for ensuring SLA compliance, high quality deliverables, and timely member stabilization following installation. This manager will continually assess and make improvements to the system and to the processes to improve efficiency while judiciously managing the resources of OCHIN and our Members (Service Areas) to continually improve the quality of processes, the information system, and outcomes to our members.

Essential Duties

• Manage multiple staff members of various levels (e.g., supervisors, technical staff, professional staff, support staff) through their employment lifecycle, including their recruitment, training and development, and rewards and recognition, and performance coaching and management. Provide coaching and support continuous learning for staff on topics relevant to their job.
• Manage and coordinate team objectives, resourcing, tasks and projects; organizing the team's tasks and projects and tracking productivity and schedules to measure against set goals and initiatives.
• Ensure that goals are aligned with OCHIN strategic direction and that projects and project tactics align with organizational goals.
• Ensure staff are adhering to standards, including corporate policies, team standard operating procedures and service level agreements with our members, with a clear process for consistent delivery of status reporting for project progression.
• Proactively analyze portfolio for risks and issues and recommend prevention and mitigation steps. Ensure that project deadlines are met, and that escalation process is followed when deadlines are at risk.
• Design, maintain, and optimize team standard operating procedures, templates, and tools.
• Build and maintain strong relationships with members and staff at all levels of the organization; negotiate difficult conversations to a desired end while maintaining trust and respect.
• Partner with leaders across the organization to optimize work, projects, and programs for overall organizational success.
• Attend regular committee meetings to drive systems thinking and operational excellence throughout OCHIN's business.
• Safeguard intellectual property and confidentiality, including but not limited to implementing disaster recovery and back-up procedures where applicable.
• Providing leadership, coordination and management of processes and functions for EHR Maintenance
• Identifying potential opportunities for process and quality improvement within OCHIN
• Continue to improve both maintenance & install process with both legacy and new members.
• Manage the Maintenance Team and improve overall deployment to members through coordination with other leaders, project managers and staff, ensuring that all sides of installation are aligned and providing the best service.
• Ensuring that team processes are represented on the OCHIN System Map
• Maintaining and reinforcing communication and linkages between the Epic Maintenance Teams and other relevant OCHIN Departments
• Work with team supervisors to resource and allocate staff for special projects and go live support
• Reviewing ticket metrics and ensure team is delivering on SLAs and staying current with assignments.
• Ability to bridge Epic build concepts with user workflows and operational practices, as needed, to support epic maintenance design and stabilization.
• Other duties as assigned
• Travel up to 10%

• 6+ years of progressively professional experience in business service area, in a healthcare and/or IT setting required.
• Minimum of three (3) years of supervisory experience or leadership roles required.
• Bachelor's degree in IT, healthcare, health informatics, related field, or equivalent experience; master's degree preferred.
• Certification in at least one of the following applications is required (more than one is preferred):

**** Prelude, Cadence,HIM, My Chart, and or Grand Central

• A keen sense of excellent customer service and how to deliver it effectively in all situations.
• Strong leadership skills, in support of the organization's needs
• Strong verbal and written communication skills
• Proficiency in Microsoft Office suite.
• Proficiency in Smartsheet or similar project management system preferred
• Ability to travel 10%
• Experience with project management and business analysis systems, tools, and tasks.
• Experience working with Epic in both inpatient and outpatient settings preferred

COVID-19 Vaccination Requirement

To keep our colleagues, members, and communities safe, OCHIN requires all employees-including remote employees, contractors, interns, and new hires-to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.

Work Location and Travel Requirements

OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.

Work from home requirements are:

• Ability to work independently and efficiently from a home office environment
• High Speed Internet Service
• It is a requirement that employees work in a distraction free workplace

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings

Equal Opportunity Statement

OCHIN is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.

As an equal opportunity and affirmative action employer, OCHIN does not discriminate on the basis of race, ethnicity, sex, gender identity or expression, sexual orientation, religion, marital or civil union status, parental status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.

Base Pay Overview

The typical offer range for this role is minimum to midpoint (min $119,571 - mid $155,443), with the midpoint representing the average pay in a national market scope for this position. Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will consider a wide range of factors directly relevant to this position, including, but not limited to, skills, knowledge, training, responsibility, and experience, as well as internal equity and alignment with market data.

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