EHR Clinical Informatics Manager

About the Role

The EHR Clinical Informatics Manager develops, implements, supports, and maintains PointClickCare (PCC) and clinical information systems that support patient care and business processes across Covenant Health post-acute services. The incumbent serves as a subject matter expert and liaison among clinical operations, leadership, IT, and vendor partners to optimize system functionality, standardize content, coordinate implementations and upgrades, support training and adoption, troubleshoot issues, and advance workflow improvement, reporting, data validation, and regulatory compliance. The EHR Clinical Informatics Manager provides end-user support and participates in on-call coverage as scheduled.

Responsibilities

• Provides system-level support for standardized transformation based on strategic goals.
• Assists the Quality team with incident review, identifying gaps, and planning improvement needs.
• Collaborates across teams for effective solutions using strong people management skills.
• Leads multiple projects simultaneously within the ITS department.
• Assists and educates users at all levels, mentoring new team members as assigned.
• Acts as a liaison between clinical operations, facility leadership, and IT teams to coordinate system changes, upgrades, and optimization efforts.
• Enlists subject matter experts from other departments to ensure appropriate integration of systems.
• Supports clinicians and departmental leaders with requests for system changes, additions, and education to maximize end-user satisfaction and adoption.
• Demonstrates comprehensive knowledge of operational areas (e.g., Billing, Registration & Scheduling, HIM/Coding).
• Adapts communication style to audience, demonstrating excellent written, oral, and facilitation skills.
• Manages time effectively to meet deadlines with minimal supervision.
• Assigns priority, urgency, and severity to service requests/incidents.
• Adheres to and enforces strict system governance.
• Troubleshoots issues with a focus on root cause analysis and risk mitigation.
• Develops knowledge transfer mechanisms for team members around issues, resolutions, and trends.
• Analyzes clinical systems and workflows to identify continuous improvement opportunities and recommend enterprise-wide solutions.
• Ensures data is accurately conveyed in clinical and operational reports and supports reporting needs for physician offices, pharmacies, and other clinical services.
• Monitors adherence to organizational policies and HIPAA requirements related to clinical information systems.
• Integrates planning efforts across systems and Covenant Health facilities.
• Maintains proficiency in PointClickCare (PCC) or other applicable products/modules.
• Provides Tier I support via Service Desk Plus ticketing system and direct end-user support.
• Develops ITS policy/procedure documentation.
• Analyzes, tracks, and resolves reportable issues.
• Develops and maintains system design, build, and test documents.
• Coordinates implementation activities, resources, and timelines for clinical systems projects, upgrades, and conversions.
• Provides proactive system implementation and maintenance support, including issue follow-up, file maintenance, and monitoring of interfaces.
• Collaborates with vendors and technical teams on enhancements, fixes, interfaces, backup and recovery considerations, and other technical environment issues.
• Supports data validation, parallel testing, and go-live readiness activities for new, modified, or upgraded applications and workflows.
• Prioritizes team-assigned work to meet deadlines and accomplish tasks.
• Manages workload of 6 or more projects at a time while assisting team members on other projects.
• Analyzes issues to identify and frame real problems, utilizing data to develop initial hypotheses and gather focused scope requirements.
• Interprets data analysis to form actionable plans and solutions.
• Presents findings to various audiences effectively.
• Determines metrics, measures, and evaluates results, ensuring mechanisms for remediation.
• Evaluates customer requests to maximize application functionality in support of improved operational workflows and integrated data flow.
• Identifies and educates on integration data points for requested process or application changes.
• Convenes appropriate team members to ensure integrated design is produced.
• Advises on impacts of change requests on the organization.
• Utilizes vendor-supplied support tools and documentation to research potential solutions.
• Researches vendor and multi-client networks for system usage and process redesign.
• Follows Change Control processes and procedures.
• Follows testing procedures, creates test scenarios and cases, and documents expected and actual results.

Leadership Competencies

• Communicates timely any internal or external customer issues, concerns, or questions that require escalation.
• Uses appropriate communication methods (phone, email, US mail) to share important information with stakeholders.
• Seizes opportunities to listen to key leaders, stakeholders, and partners across the system.
• Incorporates structured communication plans, site visits, and periodic written updates into schedule.
• Ensures accurate and complete information flows through Covenant using appropriate media and methods.
• Mentors newer team members with the knowledge, skills, and tools needed for success.
• Creates an environment that welcomes internal and external customer inquiries.
• Enables team members to fully utilize their talents by making them feel supported, significant, encouraged, and respected.
• Responds promptly and professionally to calls, emails, and other inquiries.
• Maintains and delivers relevant data for reporting and compliance.
• Holds team members accountable for applying knowledge and skills to achieve performance goals.
• Prioritizes to make the important urgent and avoids postponement.