Job Summary

This role will take lead in the gathering of, and preparation and analysis of requirements for clinical systems workflows for our CM/UM Application; will also oversee the level 1 and 2 support for the CM/UM Application (Jiva); as well as lead and perform system configurations development and testing related to the Case Management / Utilization Management system and its workflows.

Duties and Responsibilities

• Research, interpret, and apply information from clinical application software technical manuals and guides, videos, and online materials to develop necessary workflows in clinical software applications.
• Gain an in-depth understanding of clinical and operational workflows to develop necessary workflows in clinical software applications.
• Level 1 Support: Working the CM Tech’s service desk queue and providing basic troubleshooting and guidance to users in resolving their issues, answering FAQs related to Jiva features, account setup, and general usage questions.
• Level 2 Support: Investigate failure in algorithms and rules driving automation of workflows, as well as failure in interfaces in and out of Jiva, providing guidance to vendors and users on resolution.
• Responsible for leading efforts to identify root causes of events/issues that resulted in an undesired outcome/error and develop solutions to provide a way to identify breakdowns in processes and systems that contributed to the event and how to prevent future events.
• Lead and drive workflow requirement sessions, taking notes and documenting business requirements.
• Perform system configuration of documented and approved business requirements in Jiva and facilitating the business validation of same in the test environment, before moving to the Production environment.
• Help to develop test cases to confirm the correctness of clinical software applications, aiming to ensure that the software operates according to approved specifications.
• Conduct and execute software testing, identifying, and analyzing found defects and bugs, the documentation of same and reporting to the appropriate internal department and/or external vendor and the business stakeholders.
• Work to maintain open and professional lines of communication with all end users and colleagues, utilizing key change management principles.
• Utilize blended delivery methods for staff training such as face-to-face, eLearning and virtual to train end users, including support staff and clinicians.
• Provide feedback to management on training and use of clinical applications in the field, pointing out potential areas of improvement, with a focus on patient safety and executional excellence, continuous improvement, and effectiveness.
• Travel approximately 40% to 50% for trainings and meetings.

Minimum Qualifications

• Associate degree required. Bachelor’s degree preferred.
• Minimum of four (4) years’ of with specific knowledge of clinical workflows, case management and social work required.
• Minimum of four (4) years’ experience with clinical applications, especially electronic medical/health record systems required.
• Working knowledge of HL7 and other healthcare industry interface standards and support of same required.
• Critical thinking, attention to detail with a methodical, investigative mind and analytic skills required
• Good interpersonal and client-handling skills, with the ability to manage expectations and explain technical detail.
• Working knowledge of the main Microsoft Office Applications (Word, PowerPoint, and Excel).

Working conditions

This job operates in a remote capacity with travel required (up to 60%). This role routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

Direct reports

None