Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.

The firm is currently ranked #1 Best in KLAS: Managed IT Services and #1 Best in KLAS: Technical Services, and has been repeatedly recognized as a top performer by KLAS in multiple categories, including Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit www.pivotpointconsulting.com

Description:

The Manager, EHR is responsible for day-to-day management of the Tier 2 Analysts. This role provides oversight to managed services clients and staff while adapting to change, building the team, monitoring performance, and addressing customer concerns in a fast-paced environment.

Essential Job Functions:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

Duties and Responsibilities:

• Builds and works with a team to oversee client projects and upgrades, including client check ins, meetings, and progress reports
• Evaluates employee performance with key metrics (SLA’s, customer feedback, ticket throughput, project milestones)
• Maintains and improves operations by assisting employees with best practices, approving PTO and timesheets, conducting company lunch and learns, leading team meetings (including one on ones), identifying and resolving conflict, and preparing and conducting action plans
• Works with team leads to conduct quality audits of application analysts’ ticket work, ensuring established benchmarks are being exceeded and feedback is provided to analysts in monthly one on one sessions
• Maintains the on-call schedule and fills in for any staffing gaps/openings as appropriate such as technical lead, project manager, or Senior Analyst
• Leads select EHR projects, provides effective project management and drives successful outcomes including monthly progress reports
• Assists the sales and delivery team with scoping future work, interviewing and providing statement of work documentation

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Desired Competencies: 

• Accountable- Holds self and others accountable to meet commitments
• Action Oriented- Embraces new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Builds Effective Teams- Creates a shared team mindset while maintaining a healthy, diverse, and high performing structure
• Growth Mindset- Embraces challenges, seeks out inspiration in others, and is open to continuously improving and developing skills and business knowledge
• Results Oriented- Consistently achieves results, even under tough circumstances

Education and Experience: 

• Bachelor’s Degree in Healthcare Administration, IT, or a related field preferred
• A least 5 years’ EHR experience as an Analyst required
• Experience leading teams and projects preferred
• Certification in an Epic application required, additional certifications in ITIL, PMP, MBA preferred

Location:  In office.

Hybrid/Remote option may be considered with Management approval.

Travel Requirements: 20% travel (e.g. 20% travel to differing locations, 80% of the time working from an office)

Physical Demands: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position:

Frequent:              Sitting, walking, eye/hand/foot coordination and repetitive motion.

Occasional:         Standing and bending.

Infrequent:           Lifting up to 10 pounds.