Analyst, Epic Healthy Planet - Compass Rose

About the position

Community Care Cooperative (C3) is a 501(c)(3) non-profit, Accountable Care Organization (ACO) governed by Federally Qualified Health Centers (FQHCs). Our mission is to leverage the collective strengths of FQHCs to improve the health and wellness of the people we serve. We are a fast-growing organization founded in 2016 with 9 health centers and now serving hundreds of thousands of beneficiaries who receive primary care at health centers and independent practices across Massachusetts. We are an innovative organization developing new partnerships and programs to improve the health of members and communities, and to strengthen our health center partners. The Epic Healthy Planet - Compass Rose Analyst III position will be housed under our subsidiary organization of C3, Community Technology Cooperative, LLC (CTC). To implement, maintain, support, and maximize the use of clinical, financial, and administrative portions of the Epic software applications utilized by CTC in conducting daily operations under the direction of the Manager, Population Health & Data Quality.

Responsibilities

• Provide outstanding customer service
• Actively listen, demonstrate patience and empathy, and authentically engage with individuals in a caring and helpful manner
• Communicate clearly and professionally, both orally and in writing
• Identify and resolve problems and maintain composure and sound judgment in difficult or stressful situations
• Manage multiple priorities in an effective and organized manner
• Maintain current system applications
• Facilitate end users' ability to understand and maximize the use of the software to perform daily operations
• Evaluate user knowledge and work with IT education staff to develop specialized training when necessary; educate users in the system optimization
• Act as a liaison between users and software vendor(s)
• Guide the modification of system applications in instances where current applications impede performance or where changes will enhance performance
• Ensure system application updates are working properly before updates are loaded into the live system by coordinating testing and update dates with users and vendors
• Integrate new application(s) in the existing HIS according to the implementation schedule
• Respond to user questions with timely answers and/or referral to appropriate department/person
• Assist users with technical problems by alerting HIS Operations staff to the need for repair or investigation
• Coordinate with Database Analysts to provide expertise in the development of reports and analyses
• Work with other IT staff to ensure interfaces between applications and systems are functioning properly
• Maintain and periodically review dictionaries, assist in entering and maintaining user codes, maintain the security of applications, and ensure consistency between various dictionaries
• Investigate discrepancies in statistics which could indicate a problem with the accuracy of data on a timely basis
• Work with application managers, staff from affected areas, and representatives from other impacted areas, to analyze computer system functions and compare data and existing systems both functionally and procedurally
• Implement new clinical, financial, and administrative software, including add-on features, and/or new routines in existing applications
• Participate with other IT staff and other clinical, financial, and administrative areas in the planning and implementation stages of the application, including the development of dictionaries
• Work with Department Managers and IT Education staff to ensure training programs for use of applications are developed and conducted for all levels of users and participate in such programs when needed
• Develop system documentation to supplement vendor manuals and which defines processes, procedures, and policies regarding utilization of various functions
• Assist departments with the development of downtime procedures
• Work with Operations Manager and staff to establish schedules for report production and system jobs to maintain balanced system utilization and minimize system degradation, if necessary
• Sustain working knowledge of key functions of all aspects of the department in order to provide emergency coverage in the absence of others in the department
• Work with Applications Director to accomplish other departmental tasks
• Notify the Applications Manager of requests for custom modifications to standard applications and of any updates to standard systems which replace existing custom modifications so that the Application Manager can take appropriate action
• Assist in the development of IT policies and procedures and notify users as appropriate
• Participate in applications on-call rotation for the information system
• Participate in Workgroups and committees as necessary
• Weekly on-call will be a requirement for this position
• Required to travel onsite for site visits and project milestones either at the health center or the CTC office in Boston
• Other duties as assigned

Requirements

• Ability to understand, analyze, document, and explain business processes and the data that underly them
• Experience working with Electronic Health Records, medical claims, and other health care data
• Demonstrate competent and effective job performance skills as evidenced by the volume, skill, and technical knowledge of work performed, neatness, accuracy, thoroughness, and completeness, and the ability to follow instructions
• Demonstrate the ability to interact effectively and in a professional manner with peers
• Provide excellent customer service demonstrated by willingness to work with others to achieve CTC's goals
• Present a friendly and positive manner, willingness to seek additional tasks
• Responsible for assisting the department and/or peers, ability to be flexible and perform new tasks and adjust to change even under pressure
• Flexible and adaptable to change in a fast-paced environment
• Demonstrated ability to work both independently and as part of a team
• Demonstrated ability to thrive in a fast-paced environment
• Ability to hear and communicate with others in a clear, understandable, and professional manner in person and on the phone
• Demonstrated use of good written and verbal communication skills
• Maintain current industry knowledge by attending industry seminars, reviewing professional literature, and communicating on a regular basis with other IT analysts
• Strong attention to detail
• Must have highly developed sense of integrity and be a team player
• Must be able to remain in a stationary position 50-75% of the time

Nice-to-haves

• Familiarity with the MassHealth ACO program
• Familiarity with Federally Qualified Health Centers
• Experience working in a provider organization
• Experience working in a managed care environment
• Experience with anti-racism activities, and/or lived experience with racism is highly preferred