MSO Support Coordinator (Project One) York - Full Time

York, PA | Information Systems and Technical Support | Tracking Code: 53571

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General Summary:


Under general supervision of the MSO Program Manager, coordinates support and training resources to ensure successful MSO implementations and ongoing support.  Provides direct coordination for production support of Epic’s Community Connect registration, scheduling, billing and electronic health record systems as liaison to MSO practices.  Provides pre-implementation training coordination and serves as credentialed trainer role where appropriate to deliver customized training and materials.  Provides on-site support to MSO practices for go-lives.


Duties and Responsibilities:



   1   Ensures customer satisfaction and support that meets/exceeds service level agreements (SLA) with MSO practices, including: communicating progress to stakeholders and management; developing status reports of outstanding issues and service level metrics, coordinating and facilitating assignment of support issues for timely resolution; ensuring work is completed and reporting variances; developing implementation and ongoing support plans in collaboration with Program Manager; tracking issues and status; and recommending pre-implementation and ongoing user training.

   2   Assists in development of educational materials, testing scenarios, and functional requirements.  Serves as Credentialed Trainer for specialized educational needs beyond scope of standardized ambulatory training tracks, due to unique and variable MSO practice structure and workflows.  Assists in coordination of staff support utilizing subject matter experts in conjunction with MSO Team.

   3   Serves as a liaison between customers, third parties, and vendor implementation/support staff, maintaining regular communication with Program Manager, vendor and enterprise customers.

   4   Ensures that knowledge gained from project training and implementation experience is reused in subsequent projects by: ensuring complete project documentation; collecting data from project activity; facilitating team collaboration; and ensuring lessons learned are captured and reused.

   5          Ensures quality support and training by reviewing adherence to methodology; correcting or elevating deviation from standards; and quantifying project benefits; continually enhancing the System methodology with best practices and tools

Required Skills

Minimum Education

Bachelor's Degree



Minimum Experience

8 - 10 years, including at least 5 years of experience supporting healthcare applications or technologies is preferred

Strong business acumen and communication skills

Adept customer service skills 

Strong understanding of Practice / Ambulatory workflows and operations

Background in office management, practice management and analytics.  


Min Field Of Expertise

Proven Project Management and Customer Support with Computer Science, Business or Systems Analysis. Healthcare experience required.

Physical Demands Mostly sedentary work

Occasional prolonged standing/walking

Working Conditions Occasionally subjected to irregular hours

Occasional pressure due to multiple calls and inquiries

Occasional pressure due to deadlines for work completion

Occasional travel required




Other Able to work well in a collaborative team environment.

Eager to learn applications and promote in the organization’s environment.

Able to accept responsibility, prioritize appropriately, lead meetings, resolve conflicts and express ideas constructively.

Thorough knowledge of relevant specialty areas.

Innovative, analytical and logical approach to solving problems effectively.

Clarity and discipline in communication and follow-up skills – both written and verbal.

Capable of imaginative and abstract reasoning. Demonstrates advanced troubleshooting skills.

Strong understanding of project management and software development/support principles.

Self-reliant and capable of independent work. Knowledge of system process engineering.

Quality of Life

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multispecialty medical group of more than 1,200 physicians and advanced practice clinicians, a regional behavioral health organization, a home care organization, six respected hospitals, more than 15,000 employees, and 140 patient care locations. WellSpan is a charitable, mission-driven organization, committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Quality of Life
Quality of Life

Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation.

Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more — within an easy drive of major East Coast cities.

York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)

Equal Opportunity Employment

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

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