Assistant Manager, Electronic Health Record

About the role

Are you a person who enjoys helping others? Are you currently seeking fulfillment in your professional life?

Hope Services is Silicon Valley’s leading provider of services to people with developmental disabilities and mental health needs. We seek candidates who share our inspirations & aspirations. Selection of staff is made on a competitive basis, and we are committed to promoting diversity, equity, inclusion & belonging at all levels..

• >>>>> 2025 Winner of Mercury News Best in Silicon Valley <<<<<
• >>>>> ASPIRE to Excellence CARF Accredited <<<<<
• >>>>> 2024 Great Nonprofits Top-Rated Nonprofit <<<<<
• >>>>> Four-star Charity Navigator <<<<<
• >>>>> 2024 Candid Gold Seal of Transparency <<<<<
• Compensation: $8,287.00/month commensurate with experience and qualifications

Summary

This position is responsible for the configuration, integrity, and daily operation of Hope Services' Netsmart Avatar EHR and its supporting databases and reports. The job involves project management, end user training, form modeling, ticket management, SQL and report development, billing error correction, and staff support.

Essential Functions

The following responsibilities represent the essential functions of the position: An employee in this classification is responsible for carrying out the following functions:

• EHR system administration. Updates, upgrades, and release testing; user provisioning and role-based access; defect tracking and escalation to vendor support.
• EHR form modeling. Build and modify all Avatar forms - field logic, validation, workflow routing - from clinical and program requirements, with testing before release.
• SQL and database engineering. T-SQL development, stored procedures, query tuning, ETL and data warehouse services on SQL Server; query and maintain InterSystems IRIS.
• Billing error correction. Daily monitoring and correction of Avatar billing errors; fix root causes in configuration rather than repeat manual corrections.
• Month-end billing. Own accuracy, reconciliation, and on-time submission of month-end billing and payer claim files; track denials with Finance.
• Reporting. Create and modify all Crystal Reports used with Avatar; maintain and migrate legacy Access reports; build management dashboards and advanced Excel analysis.
• Data quality and controls. Design checks, reconciliations, and exception reporting that assure quality of data and services to internal and external customers.
• Audit and regulatory reporting. Prepare data, extracts, and system walkthroughs for annual, payer, and accreditation audits; produce required state and funder reporting.
• Staff support and training. Escalation point for EHR and software issues; deliver training, quick guides, and a super-user program after each release.
• Connectivity. Manage database connectivity across the counseling center network - ODBC, client installs, remote access - and maintain test environments.
• Documentation and change control. Maintain data dictionary, report specs, and SOPs; follow request-test-approve-release with a rollback plan for every production change.
• Communication and customer service. Communicate clearly with clinical, finance, and executive audiences; observe, evaluate, and document accurately.
• Independence and teamwork. Work independently and on a team; relate appropriately to persons served and their families; represent the department in community settings on request.
• Program knowledge. Working knowledge of rehabilitation service models, program development, and governing legislation and regulations.
• Management fundamentals. Familiarity with supervision, planning, fiscal management, fair employment practices, safety, health, and client rights; able to cover for the EHR Manager.
• Other duties as assigned.

Qualifications Required

Bachelor's degree in Information Systems, Health Informatics, or related field plus four years of supervisory experience working with people with disabilities in a rehabilitation environment, or an approved equivalent combination of experience and education.

Required Knowledge and Skills

• 3+ years supporting a production EHR or comparable transactional database in healthcare or human services.
• SQL proficiency including stored procedures, ETL, and job monitoring; Crystal Reports proficiency; advanced Excel and proficient Word.
• Privacy and compliance - Working knowledge of HIPAA, 42 CFR Part 2 substance-use record protections, CMIA, minimum-necessary access, and breach notification.
• Information security - Role-based access review, MFA and credential hygiene, encryption in transit and at rest, secure file transfer for payer exchange, audit-log review.
• Revenue cycle - Claim lifecycle literacy: ICD-10 and CPT/HCPCS, service code and authorization setup, denial-reason interpretation.
• Data governance - Ownership of a data dictionary and metric definitions, duplicate-record management, and reproducible extract logic.
• Requirements and project management - Requirements gathering from non-technical stakeholders, scoping and sequencing upgrade work, and clear status reporting.
• Scripting and version control - Source control for SQL and report definitions, plus PowerShell or Python automation.
• Backup and disaster recovery - Documented and tested recovery procedures with defined RPO/RTO and a clinical downtime process.
• Problem-solving under deadline - Methodical troubleshooting and composure during month-end close, go-lives, and outages; occasional after-hours availability for upgrades.
• Audits- Preparation and assistance during annual Hope Services audits

Preferred Skills

• Netsmart Avatar / myAvatar experience, including form modeling; InterSystems IRIS or Caché.
• Web-based reporting; SSRS or Power BI.

Scriptlink

• HL7 v2 or FHIR interface troubleshooting; 837/835 EDI and Medi-Cal or Regional Center billing.
• Behavioral health, developmental disability, or nonprofit human services background.
• Vendor and SLA management; outcome and quality measure reporting.

Environmental Conditions

• An enclosed office environment.
• Time spent sitting, using a computer station, concentrating intensely for long periods, using the telephone, and completing paperwork.
• Time spent in meetings, in travel to various work site locations in three counties.
• Some exposure to outdoor weather conditions.

• Do you have what it takes to make a difference?
• Inspire and be inspired!
• Hope Services takes immense pride in maximizing our employee engagement.
• Will you join us??