This team lead position is responsible for the general oversight of the 3-4 people on the Ambulatory EMR (eCW) applications support team, including managing priorities, distributing workload, planning upgrades, collaborating with vendor account management, mentoring and coaching team members, handling customer difficulties/escalations, and providing input to annual performance appraisals.# Other team lead responsibilities include attending the weekly I.S. Managers meeting, and providing on-call eCW support (for occasional off-hours issues).# This position also serves as the most knowledgeable resource on the team, performing the individual contributor responsibilities outlined in the job description below. Responsible for the implementation and support of applications, in order to meet the needs and support the workflow of Tufts Medical Center users.# Serves as a subject matter expert for assigned applications, and provides leadership on small and medium sized projects with minimal oversight. # Responsibilities: Implementation responsibilities: Apply detailed knowledge of system functionality to the implementation of new applications and modules Use knowledge of user workflow to assist users in defining requirements Use technical and analytical skills to determine best approaches to tailoring system to meet individual requirements Build and configure system to meet requirements, using available application tools Create documentation of custom builds as appropriate Develop test scenarios based on requirements Participate in testing; or, lead integrated testing, coordinating resources and organizing issue tracking Research and resolve issues Provide input to LIVE plans Provide support during LIVE events, including occasional off-hours support Provide technical and professional guidance to less experienced resources as needed Take responsibility for the more complex builds and issue research/resolution Manage small and medium sized projects with minimal managerial oversight.# Can take a key leadership role in larger projects. Develop key project management tools, including project plans, issues logs, testing plans, and LIVE plans. # Ongoing Enhancements and Support: Build enhancements to current functionality using application tools Participate in detailed testing of software updates and upgrades Respond to issues reported by users; research and resolve issues in a timely fashion Provide excellent customer service:# communicate in a friendly and professional manner, empathize with users on system issue impacts, set appropriate expectations on issue resolution Responsible for ongoing on call duties for one or more applications which generate Incidents outside of business hours.# Often this role is on call for the most critical applications requiring the fastest and most skilled level of response.# Troubleshoot and resolve system issues escalated by the Help Desk Collaborate with vendor support personnel to research and resolve vendor product issues Participate in vendor user groups and online listservs, and review contents of vendor updates, to ensure optimization of the capabilities of the assigned applications Participate in cross-training, as a trainer and a learner, for personal development and to ensure adequate secondary coverage on all applications # Requirements: Bachelor#s degree required, graduate degree preferred Minimum 4 years of healthcare IT experience required Strong technical/analytical skills demonstrated through prior healthcare IT experience Ability to learn new vendor applications quickly and utilize application tools to tailor system to meet user requirements Excellent customer service orientation, including good communication skills Flexibility and can-do attitude Must be a team player and demonstrate interest in a longer-term role Passion for supporting applications in a healthcare environment#
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