Lead Clinical Systems Analyst IS Full Time

Cost Center

Scheduled Weekly Hours

Work Shift

Shift & Status

Who Are We?

We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country, our 220-acre main campus, and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day.

Each day, we are closing the gaps in access to care. We are innovating through leading-edge research, testing, programs, and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. On-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains are equipping the next generation of care providers.

We are passionate about serving and are honored to be a part of this incredible work.

What Will you Do?

As a Lead Clinical Systems Analyst at Pine Rest, you’ll be responsible for facilitating the maintenance and continuous improvement of the Electronic Health Record system (Epic) and related software programs in order to maximize its effective use to meet organizational objectives.  This position will oversee all activities for their specified clinical system applications such as end user support, upgrades, access, incident response, testing, documentation, design, and implementation. In addition, the Clinical Systems Analyst will uphold the organization’s compliance with regulatory guidelines.  Duties are performed in accordance with Pine Rest’s policies and procedures following the organizational standards for ethical business conduct.  The Lead Clinical Systems Analyst is observed as a positive role model and team member and participates in committees, meetings, in-services, and activities. This position will act as an extension of leadership and a liaison within the organization to facilitate communication, mentor teammates, and assist with complex troubleshooting and coordination to meet department and team goals. The Lead Clinical Systems Analyst must demonstrate excellent customer service and have enthusiasm about the program and the Pine Rest organization.

Principal Duties and Responsibilities:

• Responsible for application support to the functional/clinical areas and ensures reliability of application(s).
• Owns incident/request tickets, build tasks, project participation, Nova notes, integrated testing, etc. specific to one’s primary application (i.e., Ambulatory, Clinical Documentation, Cadence/Prelude, etc.).
• Responds to incidents, performs diagnosis, and executes incident resolution for application specific issues utilizing previous experience to reach resolution and contribute to knowledge sharing across teams.  If required, serves as tier-2 on-call support for Epic applications in off-hours.
• Escalates issues when necessary to leadership and/or system technical support.
• Responds to customer requests in a timely, courteous and professional manner.  Fulfills requests of varying complexity and urgency.
• Initiates documentation of system processes and knowledge to maintain system integrity and sustainability.
• Participates in the build and testing of functional impact for new modules, upgrades, fixes or new installations including the development and execution of testing scripts/plans when applicable.  Respects change management expectations and approval process.
• May provide input for task lists, work efforts and testing plans for planning around project and resource estimations.
• Track and communicate status of project assigned tasks frequently and clearly.  Discloses proactively to manager any barriers that would prevent or delay task completion.
• Evaluates potential new functionality and/or application(s) relevance and productivity to clinical workflows.
• Responds positively and collaboratively to day-to-day interactions with system end users, peers, and leaders as it relates to incident response, service request fulfillment, and project design/management.
• Provides guidance, training, and problem-solving assistance to other team members within Information Systems department and across the organization.
• Engages to identify optimization opportunities and navigates re-design considerations in the application build and corresponding workflows.
• Communicates – verbally or through written documentation – to end users, peers, project managers, and other stakeholders in a clear and concise manner so that issues and solutions are understood by all participants.
• Champions communication and awareness of application-specific engagement and enhancement opportunities to the organization through available metrics, success stories, demoes, and knowledge-sharing.
• Responsible to uphold the healing ministry of Christ through relationships that honor integrity, stewardship, empowerment, the promotion of diversity, equity, inclusion and professional excellence.
• Must maintain annual training and demonstrate competency in the required programmatic training.
• Performs other duties or functions as assigned.

Lead Analyst Responsibilities:

• Provides informal leadership, supervision, and mentorship to other Clinical Application team members

• Coordinates and provides status updates on new projects as assigned by Clinical Applications Manager.

• Coordinates team-wide activities as needed for larger initiatives.

• Monitors project outcomes and works closely with operations as needed to ensure success.

• Assists Clinical Applications Manager and leadership team with creating, maintaining, and monitoring SOPs and team metrics.

• Assists Clinical Applications Manager with overseeing and managing team activities as needed

• Identifies areas of improvement within Pine Rest Information Systems and initiates process improvement to increase department efficiency and accuracy.

• Delegates and coordinates tasks across team as needed, especially for work with multiple contributors.

• Serves as an expert resource on the Clinical Applications team with wide-ranging knowledge of  Clinical Application functions and deliverables.

• Contributes to team ticket queue/backlog maintenance, routing, and prioritization.

• Maintains a reliable and calm presence while providing direct guidance during outages and coordinating complex issue resolution.

• Exemplifies and champions high standards and best practices for build, configuration, and testing

• Promotes consistent positive interactions that advance the agenda of unparalleled service throughout the department and organization

• Communicates staffing concerns to Clinical Applications Manager and/or IS leadership team.

• Maintains and upholds the established policies and procedures of the organization and department and works with the team to achieve goals.

• Communicates accurately and concisely, both written and verbally, while working with team members and operational leaders.

What Does This Role Require?

• College diploma or university degree in the field of healthcare, business, computer science, or information systems or three to five years’ work experience in a healthcare setting.  Bachelor’s Degree or above preferred

• Current/active Epic certification with 3-5 years experience working with multiple applications.

Benefits:

• Medical, dental, vision & life insurance plans

• 403(b) retirement match contribution by Pine Rest

• Generous PTO for full and part time employees

• Tuition assistance & loan forgiveness

• Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc.

• Partnership with Davenport University provides generous discount on tuition for employees and family members.

Notice:

Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma, GED, or college transcripts.

NOTICE: Successful completion of a drug screen prior to employment is also part of our background process.