The Production Support Lead provides assistance related to the support of practice management, electronic health record and other clinical informatics applications and software. Responsible for system maintenance updates and on-going user support for health center and administration applications. Monitors ticketing system to identify training needs. This position assists in the formulation of procedures and best practices for end-users.
Provides technical support to health center staff on application issues. Answers, evaluates, and prioritizes requests for assistance from users experiencing problems. Production Support Lead Page 2 of 3 Leads and provide application guidance to a team of Application Support Specialists acting as the first level of escalation for users. Logs and tracks requests using help desk software, maintains history records and related problem documentation. Performs standard monthly and annual system maintenance tasks to ensure clinical applications remain current. Handles problem recognition, research, isolation, resolution and follow-up of application issues, referring more complex problems to Production Support Supervisor or other designated management staff. Monitors data entry and system reports to identify training needs or workflow/configuration changes needed. Develop efficiency tools and workflows that enhance production support delivery. Conducts ad hoc training as needed including for specialized initiatives. Responsible for monitoring system metrics to ensure that performance of the system is meeting expectations. Analyze and provide support on the various clinical and non-clinical applications used throughout the organizations; manage user accounts, passwords and permissions, provide basic solutions for clinical applications Set up and configure applications to troubleshoot application issues. Submit and manage support tickets to application software customer support cases; prioritize, track, and resolve user problems and requests with a sense of urgency. Develop, implement, and maintain policies, procedures and associated training plans for applications. Maintain data privacy and confidentiality. Provide on-site, phone support and issues triage/resolution May be required to act as the Subject Matter Expert (SME) for one or more applications Responsible for reviewing application updates and releases to identify new releases that support clinic needs. Provides leadership and guidance to others within team Report project status updates to Project Leader May assists by providing information to department supervisor regarding to employee relations and/or performance. May assist with timecard processing and/or time off requests if needed. Other duties and/or special projects as assigned