CITC ENTERPRISES, INC. 

JOB DESCRIPTION

Job Title:         Product Manager – Case Management System

Department:   Finance          

Reports To:     Senior Director of Special Projects

Supervises:      Assigned Staff

FLSA Status:   Exempt

Pay Grade:       E6

Job Type:         Regular, Full-Time

AKBCU:           No      ICPA: No 

General Functions:

The Product Manager – Case Management System serves as a subject matter expert for content, functionality, process, and procedures associated with the functions of the Case Management System used by CITC. This position analyzes business needs, determines system solutions, and defines detailed system requirements to ensure the system is implemented, tested, and functioning efficiently to support both the program operations and Revenue Cycle needs of the organization. This role also supports and drives user engagement and adoption, and optimizes the use of the systems through issue resolution, enhancements, communication, and trainings. 

Duties and Responsibilities:

• Champion CITC’s use and adoption of the Case Management system.
• Work closely with staff and providers in effort to resolve identified issues with the system, promote enhanced system functionality, and identify areas for system and/or workflow improvement and optimization.
• Provide primary level support to case management system users and escalate issues as appropriate to IT and/or vendor and track resolution.
• Identify needs for system configuration and form changes. 
• Process change requests through the change management process.
• Work in partnership with IT and the vendor to make and test the proposed changes in the case management system.
• Partner with system superusers to test proposed changes.
• Prepare and deliver any necessary end user training materials regarding the change.
• Work in partnership with IT and the vendor to make and deploy the change in the production environment.
• Document all changes via the accepted change process.
• In partnership with IT, process user access requests.
• Troubleshoot production system issues with the IT department and vendor.
• Participate in internal and external audits.
• Assist system users with questions and concerns.
• Liaise with the vendor on changes and system enhancements and updates, and coordinate all necessary testing, training and communications of such changes.
• Serve as a subject matter expert on the case management system and data.
• Develop and document systems and processes with enterprise perspective.
• Handle ad hoc reporting and projects as needed.
• Liaise with the Revenue Cycle team to look for continual opportunities to increase billable services and implement any changes needed to support that goal.
• Ensure regulatory compliance in documentation design in the case management system.
• Develop and oversee an ongoing training program for the case management system.

Job Responsibilities Related to Participant Privacy:

• Employee is expected to actively participate in CITC privacy training and to protect the privacy of participant information in accordance with CITC's privacy policies, procedures and practices, as required by federal and state law.  Failure to comply with CITC's policies and procedures on participant privacy may result in disciplinary action up to and including termination of employment.
• Employee may access protected health information and other participant information only to the extent necessary to complete job duties.  Employee may only share such information on a need to know basis with others who have job responsibilities related to treatment, payment, or other CITC operations.
• Employee is encouraged and expected to report, without the threat of retaliation, any concerns regarding CITC's policies and procedures on participant privacy and any observed practices in violation of the policy to the designated Privacy Officer. 

Job Specifications:

• Strong oral and written communication skills.
• Advanced problem-solving skills with the ability to interpret complex data to reach conclusive solutions to achieve results.
• Must be an advocate for process improvement.
• Must be a strong team player who collaborates well with others with different personalities and backgrounds.
• Demonstrated ability to be a quick learner with the desire to improve skill sets.
• Flexible and willing to adapt to the ever-changing business environment.
• Demonstrated strong time management and project management skills with the ability to effectively prioritize tasks.
• Advanced analytical and problem-solving capabilities.
• Ability to work well under pressure and to meet tight deadlines.
• Strong written and oral communication skills including the ability to explain complex concepts to a non-technical audience.
• High attention to detail and producing quality work.
• Must have a technical aptitude of computer systems.

Minimum Core Competencies: CITC Values, Respectful Leadership, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills.  

Minimum Qualifications:

• Bachelor’s Degree in Computer Information Systems, or related field. Relevant work experience may substitute for the education requirement on a year-for-year basis.
• Four (4) years of relevant experience in business analysis and system implementation and support. 
• Knowledge of EHR and case management systems and associated billing systems, workflows and tool administration (eg:  Carelogic, Cerner, Apricot, etc.).
• Experience managing and liaising with vendors.
• Continued employment is contingent upon completion of a satisfactory state and federal fingerprint criminal background check.

Preferred Qualifications:

• Experience with use and configuration of the Apricot Case Management system.
• Experience working with SAAS applications.
• Graduate degree (e.g.: MS, MBA) and/or industry certification.

Physical Requirements:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• May require prolonged periods of sitting at a desk and consistently working on a computer with repetitive motion. 
• The need to occasionally move around the office to access filing cabinets, storage cabinets, and office equipment may be necessary. 
• Must be able to lift up to 25 pounds occasionally by utilizing proper lifting techniques and working in a safe manner.

Disclaimer

The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not intended to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and working conditions required of employees assigned to this job. Management has sole discretion to add or modify the duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.