Ancillary Application Supervisor

Under general supervision, the Ancillary Applications Supervisor plays a crucial role in ensuring the efficient operation and support of the ancillary applications for the Health & Human Services department. The team is responsible for resolving ancillary system issues, aiding in the selection and implementation of needed applications and interfaces with the EHR, providing technical support to end-users, and assisting in the ongoing improvement and optimization of ancillary systems, leveraging their knowledge of healthcare industry standards and practices. This role will work closely with departmental end users, the EHR application team members, and provide guidance and leadership to other ancillary application analysts. This job class is treated as FLSA Exempt.

Essential Functions: Essential functions may vary among positions, but may include the following tasks, knowledge, abilities, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.1. Supervision: Ensures that quality and accurate work is completed following SRPMIC Constitution, Tribal Ordinances, department guidelines, and HR policies.

• Supervise and mentor the ancillary application team, including workload distribution, performance evaluations, and professional development.
• Provide expert guidance in IT support management processes (incident, problem, change, and request management) and escalate high-priority issues appropriately.
• Develop training plans and standard operating procedures for the ancillary application team.
• Counsel employees, recommend and/or make employment-related decisions regarding hiring, performance, discipline, etc. 
• Model emotional maturity, manages conflict, and motivates team members.

2. Support and System Updates: 

• Oversee resolution of login, access, and workflow issues across all ancillary applications.
• Manage and continuously improve workflows using ITSM frameworks to ensure consistent service delivery and measurable performance.
• Serve as an expert resource to both technical and operational teams.
• Review, facilitate and prioritize optimization and change requests. Facilitate requests and shepherd through the appropriate governance process.
• Ensure adherence to system build standards, policies, and best practices.
• Lead coordination of configuration efforts related to enhancements, updates, and system optimization.
• Act as a liaison between operational departments, IT, and OCHIN for Epic-related needs (e.g. interfaces).
• Lead communication efforts related to system changes, updates, and planned downtimes.
• Represent the ancillary application team in committees and workgroups as needed.

3. Training and Mentoring: Mentors assigned staff to attain technical and customer service skills along with experience necessary to perform independently and attain further career progression goals.

• Conduct regular and timely performance feedback session and mentor staff on professional improvement. 
• Develops and participates in training plans to ensure staff have the necessary knowledge, skill and ability to meet and exceed goals and expectations. 
• Recognizes staff’s abilities and identifies training potential where necessary and devises creative means or opportunities for staff to play to their strengths. 
• Provides training for assigned staff with an emphasis on cross-training so employees can perform the duties of multiple positions to ensure uninterrupted operations. Develop work schedules for staff to ensure customer service needs are met and that each employee is adequately tasked with appropriate assignments within their respective areas.

4. Ancillary Application Team Oversight and Development: The Ancillary Application Supervisor is responsible for the overall management, maintenance, and continuous improvement of the team. This includes:

• Providing strategic direction and daily oversight of team activities.
• Ensuring the team delivers high-quality end-user support, issue resolution, training, and system optimization.
• Managing policies, procedures, and support management processes that guide team operations.
• Continuously evaluating the team for effectiveness, identifying areas for enhancement, and implementing improvements to better support clinical and operational users.
• Leading the team through change management efforts related to application updates, organizational priorities, and best practices.
• Acting as a liaison between clinical teams, IT, and leadership to align team efforts with enterprise goals and regulatory requirements.

5. Lead Ancillary System Request for Proposal, System Selection, and contract negotiation for Ancillary Systems:

• Assist end users with defining and understanding system needs and developing requirements for system selection.
• Partner with the CIO, Contracting and Office of General Council to develop Requests for Proposals to send to potential third-party application vendors
• Lead the system selection process with end-users by reviewing proposals, developing scoring algorithms, and selecting a vendor.
• Lead the contract negotiation process with the CIO and OGC.
• Lead implementation of third part applications, ensuring requirements are met, training has occurred, and IT support personnel are trained in troubleshooting application errors
• Lead Go-live and go-live support process.

6. Performs other job-related duties as assigned to maintain and enhance departmental operations. 

Knowledge, Skills, Abilities, and Other Characteristics:

• Knowledge of the history, culture, laws, rules, customs and traditions of the SRPMIC. 
• Knowledge of the purpose, current issues, projects, organization, policies, and employee responsibilities of the division to which assigned.
• Knowledge of Healthcare Ancillary Applications. 
• Knowledge of healthcare industry regulations and compliance, including HIPAA.
• Knowledge of standard healthcare organizational metrics.
• Knowledge of Healthcare operations.
• Knowledge of IT service management (ITSM) processes, incident/change/problem management, and ticketing systems (e.g., ServiceNow). ITIL framework knowledge or certification preferred.

• Skill in Problem Solving and analytical skills, with a strong focus on improving patient care processes.
• Skill in Customer Service and Excellent Communication Skills in particular with healthcare professionals 
• Skill in Project Management and understanding of program development, monitoring, evaluation, and change management.
• Skill in healthcare administration technology including Microsoft Office Tools, Teams, SharePoint, EPIC, etc. 

• Ability to interpret system data, performance metrics, and workflow feedback to make data-informed decisions.
• Ability to solve problems independently and escalate to multiple team members as needed.
• Ability to work professionally and collaboratively with all levels of leadership, both within OCHIN and outside organizations.
• Ability to multi-task and organize priorities, work autonomously, establish timelines, coordinate multiple tasks, events, and project timelines.
• Align team priorities with broader organizational goals, identifying opportunities for innovation and operational efficiency.

Education & Experience: Bachelor’s degree in healthcare administration, healthcare technology, information system, or healthcare informatics or closely related discipline.  

• Seven (7) years of full-time work experience within a clinical facility 
• Two (2) years in a leadership or senior/lead role 

Equivalency: Any equivalent combination of experience and education that will allow the applicant to satisfactorily perform the duties of the job may be considered when filing the position.

Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill

Employment is contingent upon successful completion of an extensive background check and drug screening.  Employees in, and applicants applying for, jobs providing direct services to children are subject to the “Community Code of Ordinances”, Chapter 11, “Minors”, Article X. “Investigation of Persons Working With Children”.

• Ensures all patient information is kept confidential and complies with Health Insurance Portability and Accountability Act (HIPAA) regulations and SRPMIC HHS policies and procedures. 

Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check. 

"SRPMIC is an Equal Opportunity/Affirmative Action Employer" Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.

In order to obtain preference, the following is required: 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission).

Documents may be submitted by one of the following methods: 

1) attach to application

2) fax (480) 362-5860

3) mail or hand deliver to Human Resources.

Documentation must be received by position closing date. 

The IHS/BIA Form-4432 is not accepted. 

Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters.