The HIE Support Lead is a new position in the Health Information Exchange program organization within Kaiser Permanente IT. The HIE group is an organization serving the health exchange needs across the KP program and regions.The candidate for this position is expected to be independent, self-motivated, proactive and results-oriented since this individual will be responsible for creating and building a highly effective technical support service model for the HIE group.
The HIE Support Lead is responsible for developing and managing the HIE help desk. The HIE Support Lead will develop and implement the HIE production support approach, providing superior service level support to customers. This role reports to the Principal Technical Consultant and will work closely with end users, project managers, implementation specialists, technical staff, and software vendor(s).
Production support work is focused on maintaining and supporting the day-to-day needs of existing programs, systems, and applications.
Work includes responding to end user issues and requests within the system, supporting connectivity and interface issues with ancillary systems, and researching / remediating discovered issues.
The Support Lead role is project-based and involves all aspects of the project life cycle from inception to implementation. Projects range from small enhancement efforts to large scale implementations of vendor systems. Work includes the ongoing support and maintenance of new applications.
This position includes analytical research and requires critical thinking. Tasks include:
- Ability to make key decisions which will affect system availability and performanceCreating processes and procedures to ensure well-defined problem resolution steps are followed.
- Performing financial analysis and forecastsAnalyzing efficiency opportunities,
- Performing configuration changes, delete repetitive
- Building cross functional relationships to ensure effective communications across IT and the user community.
- Reviewing and analyzing vendor release notes for technical fixes and enhancements,
- Conducting and supporting functional testing,
- Debuggingandtroubleshooting,
- Reviewing and writing technical documentation,
- Configuring and deploying the program, application, and system updates; and
- Managing ongoing maintenance.
The Support Lead is accountable for creating a culture of compliance, ethics and integrity. Maintains knowledge of and assures departmental compliance with KP's Principles of Responsibility and policies and procedures, and applicable regulatory requirements and accreditation standards. Responds appropriately to observed fraud or abuse.
Essential Functions:
- Supports and maintains day-to-day existing systems including ancillary touch points.
- Performs intermediate to advanced system analysis and troubleshooting to resolve end-user/clients issues and to implement new and enhanced functionality for HIE operations
- Researches, configures, tests and implements new system enhancements and functionality required to support a business needs.
- Works with the testing team through development and implementation.
- Develops, manages to and meets contractual SLAs for response time and resolution time ensuring high level of end user and stakeholder satisfaction
- Mentors other supportresources, guiding troubleshooting issues of intermediate to advanced complexity, creating repeatable system design solutions.
- Performs financial impact analysis associated with system support.
- Performs intermediate to advanced system analysis to analyze software vendor release notes, new projects, and requested changes.
- Accountable for consistently demonstrating service behaviors and principles defined by the KP Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives.
- Accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior & culturally sensitive service to each other, to our members, purchasers, contracted providers,and vendors.
Qualifications:
Basic Qualifications:
- Bachelor's degree in Computer Science, or related field and/or 4 years of equivalent work experience.
- A minimum of 5 years of experience in data processing.
- 3+ years supervisory/team lead or equivalent experience,
- 4+ years' experience in information systems, business, medical operations, or health care administration setting
Preferred Qualifications:
- Experience in healthcare industry
- Strong technical knowledge and understanding of Epic applications.
- Experience working for large organizations
- Experience in cross-organizational leadership and management
- Experience supporting HIE technology solutions
- Strong management, inter-personnel, collaboration and leadership skills
- Proven track record managing third party vendors
- Demonstrated ability to lead work teams
- Excellent written, verbal & interpersonal communication skills
- Strong customer service skills required
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.