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Clinical Services Systems Specialist

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POST DATE 9/7/2016
END DATE 11/12/2016

Tufts Health Plan Watertown, MA

Watertown, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
Bachelors Degree


Under general direction of the Manager of Clinical Services Tech Group, this individual will be responsible for the overall configuration of 1 -- 4 Clinical Services applications. This includes analysis of business workflows, recommendations for system configuration to meet business needs, development, QA, testing, and implementation of system configuration. The Clinical Services Systems Specialist is also responsible for collaborating with software vendors and Tufts Health Plan IT teams and reporting teams.

Configure Clinical Systems to meet business need using vendor specific configuration tools and SQL programming. Develop configuration design options based on business requirements and present design options to constituents. Develop and maintain documentation and matrices as needed to support design and configuration. Maintain version control of configuration updates in test and production environments.

Use knowledge of application and interface integration for analyzing, scripting, and troubleshooting various application (3+) issues and data interface issues (35+) on internally and externally hosted applications. Troubleshoot, diagnose, and follow up on problems through problem resolution. Ensure that completed configuration changes fully satisfy customer's request in terms of data integrity and requirements.

Define application testing parameters. Create technical test plans and validate test scenarios developed by clinical subject matter experts. Implement and ensure accuracy for system upgrades, including vendor releases and Tufts Health Plan configuration.

Lead troubleshooting efforts for configuration issues. Manage vendor and business unit participation in troubleshooting. Document, track and monitor configuration issues and resolutions. Maintain metrics on issues, outages, and resolution efforts.

Independently compile information received from meetings and create meeting minutes, technical design options, present pros/cons of each option with stakeholders to help users determine most efficient way to complete requirements request.

Gather configuration requirements from Clinical Services business owners. Evaluate Clinical Services departmental policies and processes for impact to systems configuration. Will conduct meetings and interviews with Subject Matter Experts( SMEs), analyze business processes, research and assess relevant documentation, modify existing documentation or create the supporting documentation. Make recommendations for configuration changes to support new policies and processes.

Work in close collaboration with Clinical Services and IT teams on database administration, product development and system engineering as necessary to facilitate rapid problem solving and implement changes.

Assess vendor releases for impact to clinical workflows and analyze new features and functions for future adoption. Present recommendations for implementation of new releases and new features and functions.

Write and modify existing SQL queries to research physical data and application related issues. Utilizes SQL to write scripts from a blank page.

EDUCATION: (Minimum educations & certifications required)
Bachelor's degree, preferably in healthcare or information systems.

EXPERIENCE: (Years of experience)
Experience in a healthcare environment with knowledge in clinical practices, preferably care management or utilization management. Knowledge of provider experience is helpful. Extensive experience with clinical applications from a usage perspective or systems configuration experience essential. Must be able to grasp configuration and database concepts and have experience with multiple software programs. Experience and familiarity with Business Analysis and Project Management concepts is also preferred.

SKILL REQUIREMENTS: (Include interpersonal skills)
This position requires a high level of analytical and technical ability as well as attention to detail. Excellent organizational, communication (oral and written) skills are required to define and recommend system configuration settings and articulate configuration interdependencies. Must possess the ability to understand technical systems functionality and/or concepts and translate information in non-technical terms to clinical and regulatory business areas. Must be able to manage simultaneous priorities and work independently and collaboratively. Demonstrate sound judgement in escalating issues. Keep management up-to-date on issues impacting the resolution of issues and/or the completion of deliverables. Must be able to handle fluctuating volumes of work and be able to prioritize work to meet deadlines and needs of user community.

Requires excellent interpersonal skills, well-developed verbal and written communication skills and a high level of diplomacy sufficient to interact with both internal and external customers in person, on the telephone or in writing.

WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS (include special requirements, e.g., lifting, travel, overtime) Fast paced environment. Must be able to work additional hours (evenings or week-ends) to support implementations or critical system issues.

CONFIDENTIAL DATA: All information (written, verbal, electronic, etc.) that an employee encounters while working at Tufts Health Plan is considered confidential. Will be exposed to and required to deal with highly confidential and sensitive material and must adhere to corporate compliance policy and department guidelines/policies and all applicable laws and regulations at all times.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


Founded in 1979 as a non-profit health maintenance organization (HMO), Tufts Health Plan is one the country's largest HMO offering a full array of healthcare coverage options to individual consumers and employer groups. Tufts Health Plan has received high marks for its quality from a variety of third parties including U.S News & World Report and Newsweek.