Job Description

Job Description

Job Description

Position Summary:

The Clinical Informatics Supervisor is responsible for overseeing the day-to-day operations of the Clinical Informatics support team. This position plays a key role in ensuring clinical systems run smoothly by supervising informatics technicians, coordinating training efforts, monitoring service metrics, managing escalations, and supporting optimization of clinical workflows. The Supervisor will serve as the bridge between frontline support and Clinical Informatics leadership, contributing to quality improvement, training initiatives, and operational efficiency.

Qualifications:

• Minimum of 2 years supervisory experience required as well as 2 or more years experience in researching and resolving escalated problems
• Strong attention to deadlines
• Experience gathering and analyzing performance metrics
• Proven success working with all levels of management
• Strong written and verbal communication skills
• Proven success of leading a team
• Excellent client-facing and internal communication skills
• Excellent presentation skills
• Solid organizational skills, including attention to detail and multi-tasking skills
• Strong working knowledge of Microsoft Office

Key Responsibilities:

• Supervise daily operations of Clinical Informatics Technicians, ensuring coverage, ticket resolution, and adherence to service standards.
• Conduct weekly team meetings to discuss updates, review metrics, share best practices, and address team concerns.
• Oversee and facilitate new provider and new employee training related to clinical systems and workflows.
• Act as the primary point of escalation for unresolved or complex service tickets and provider issues.
• Review and approve timecards and time-off requests for direct reports.
• Maintain, update, and manage the Clinical Informatics Knowledge Base to ensure accuracy and accessibility.
• Develop, implement, and manage Standard Operating Procedures (SOPs) to support consistent service delivery.
• Conduct Quality Assurance (QA) reviews on provider build requests, projects, and system enhancements to ensure alignment with organizational standards.
• Monitor and report key metrics by generating ServiceNow reports and tracking support ticket data, trends, and team performance statistics.
• Maintain oversight of the task queue and assign/track ticket progress, ensuring timely resolution.
• Collaborate with cross-functional departments (IT, HR, Operations, Clinical Leadership) to ensure clinical systems and workflows are optimized and support patient care delivery.
• Provide hands-on support during go-lives, system upgrades, or urgent technical issues affecting clinical users.
• Identify training needs and coordinate continuous education and system updates for the Clinical Informatics team.
• Contribute to performance evaluations, mentorship, and professional development of informatics team members.
• Recommend and assist in the implementation of process improvements to enhance team efficiency and service quality.
• Complies release notes for end users
• Post-implementation follow-up
• Participate in weekly meetings with the helpdesk team to review open items
• Provides Associate Director of Clinical Informatics with weekly stats and statuses of tickets
• Displays courteous and professional behavior, a positive attitude, appropriate attire and grooming, and an effective work ethic in all interactions with the public.
• Undertakes other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

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