On Site IT Manager

Benefits: Employees regularly scheduled for 16 hours or more per week are eligible for full benefits, which include 100% employer paid Platinum level medical plans for both employees and their minor dependent(s), Premium dental, vision, life and acupuncture/chiropractic plans, as well as an up to 3% 403b match and access to pre-tax health, dependent care and commuter benefits.

Available Pay Differentials: $1.00 per hours worked for employees certified bilingual in Spanish, Chinese, or Tagalog.

Organization Mission

The mission of Lyon-Martin Community Health Services is to provide high quality, compassionate and trauma-informed medical, gynecological, and mental health care services to trans, non-binary, gender non-conforming, and intersex communities and cis-gender women with specific sensitivity to LGBQ sexual orientation, disability, size, race, ethnicity, and language, regardless of immigration status or ability to pay. 

We aim to eliminate health inequities for our communities by rooting our clinical practice in core foundational intersectional frameworks of anti-racism, self-determination, harm reduction, and reproductive and disability justice. As a community clinic, we believe our communities are best served by and for us; that’s why community engagement and leadership development are central to our mission of community care and mutual aid. Lastly, we commit to increasing access to culturally responsive care beyond our walls through provider training and education and address systemic inequity through policy advocacy.

Job Summary

The IT Manager is responsible for managing all aspects of information technology within Lyon-Martin in compliance with city, state, federal, and Federally Qualified Health Center (FQHC) regulations. This includes overseeing IT equipment assignment, setup and tracking, maintaining and upgrading IT systems, providing IT orientation and training for staff, troubleshooting technical issues, ensuring IT security, HIPAA compliance, cybersecurity protection, and maintaining internet and VPN infrastructure in collaboration with IT Contracting Companies. The IT Manager will also be responsible for the maintenance of on-site equipment such as phones, printers, scanners, copiers, as well as liaising with external IT contractors, including Human-ISM, and managing the IT relationship with the Electronic Health Record (EHR) contractor, OCHIN Epic.

Key Responsibilities

Management 

• IT Policies & Procedures: Develop and maintain IT-related policies and procedures, manuals, and guides.
• Clinic Operations Meeting: Participate in Clinic Operations Meetings with Management Team.
• OCHIN & Human-ISM Meetings: Participate in collaborative meetings with OCHIN pertaining to Release Cycle, Critical Fixes, EHR Support Analyst Workgroup Meeting, and any with IT Contractor, Human-ISM.

IT Equipment Management

• Assignment, Setup, and Inventory Tracking: Oversee organization’s IT equipment including the assignment of IT equipment to staff, ensuring proper setup, and maintenance of an accurate inventory tracking system. Equipment includes, desktops, laptops, cell phones, desk phones, and computer peripheral devices. Upon assignment, ensure equipment has all appropriate software installed and functional.
• Maintenance and Upgrading: Regularly inspect organization’s IT equipment including above equipment, server, and network devices to ensure functionality. Plan and coordinate timely upgrades and replacements.
• Equipment Maintenance: Manage the upkeep and maintenance of all office on-site devices including computers, phones, printers, scanners, and copying equipment to ensure their proper functioning.
• Vendor Liaison: Coordinate with service providers for any required repairs or servicing of IT equipment.
• Web Tools: Manage Web Tools ensuring that any new equipment connecting to HER is listed and configured appropriately.

IT Orientation and Staff Training

• Orientation: Provide IT orientation to new employees, including training on the use of IT systems, equipment, and HIPAA compliant IT security protocols.
• User Accounts: Ensure user accounts are set up with MFA including OCHIN, Cell Phones, Zoom, Microsoft 365 applications, manage Sharepoint privilege access, External EHR accounts.
• Ongoing Training: Develop and deliver ongoing IT training sessions for staff to ensure they are up-to-date with current technologies and practices.
• Off-Boarding: Ensure all assigned equipment collected and wiped prior to termination.

IT Troubleshooting

• Support: Provide timely and effective troubleshooting for hardware, software, and network issues, ensuring minimal disruption to operations.
• Help Desk: Manage the IT help desk to address and resolve IT-related queries and issues from staff (liaising with Internet company, Verizon, Human-ISM or OCHIN or other ESAs as needed).
• Regular Upgrades: Stay up to date with OCHIN Epic Critical Fixes emails and weekly change updates, troubleshooting as needed. Stay up to date with OCHIN Jiras, OCHIN ticketing system.

IT Security and Compliance

• HIPAA Compliance: Ensure all IT systems and practices comply with HIPAA regulations to protect patient information. Support Privacy Officer and management team in investigations as needed.
• Cybersecurity Protection: Implement and maintain cybersecurity measures, including firewalls, antivirus software, and regular security audits, to protect the organization's data and systems.

Internet and Network Maintenance

• Network Management: Oversee the maintenance of the organization's internet and VPN connections, ensuring reliable and secure access for staff.
• Data Exchange: Maintain and oversee any new or existing interfaces to EHR or existing network
• Troubleshooting: Quickly address and resolve any network-related issues to maintain seamless operations.

Liaison with IT Contractor Human-ISM

• Vendor Management: Act as the primary point of contact with Human-ISM, ensuring that all IT support services are aligned with organizational needs.
• Project Coordination: Work with Human-ISM on IT maintenance, projects, upgrades, and implementations to ensure successful outcomes.

Liaison with Electronic Health Record Contractor OCHIN

• EHR System Management: Serve as EHR Support Analyst, completing all relevant trainings, staying up to date on system improvements or upgrades, and overseeing the maintenance and optimization of the EHR system in coordination with OCHIN.
• Troubleshooting and Support: Work with OCHIN to resolve any EHR-related issues and ensure smooth operation of the system.

And, other duties as assigned.

Competencies:

Communication, Written: Delivers written communications that have clarity and impact including emails.

Communication, Verbal: Effective listener; clearly and thoughtfully communicates with others in person and on the phone.

Reliability: Accountable; maintains focus; punctual; good attendance record; meets deadlines.

Time Management: Organizes and establishes priorities; gets the job done in a timely manner.

Customer Service: Persists in efforts to solve issues even when faced with internal barriers; takes personal responsibility for customer service outcomes; responds quickly and effectively to requests for assistance and support whether internal or external.

Computer Literacy: Skilled computer-based work tasks; uses technology to enhance job performance. 

Teamwork: Accountable to team; participates effectively in group- and teamwork; collaborates positively with other team members; giving and accepting constructive criticism.

Tolerance for Stress, Ambiguity, and Change: Maintains composure even while under great pressure; handles complex problems and change with minimal supervision; demonstrates flexibility and versatility in achieving key goals and priorities.

Attention to Detail: Strives to eliminate errors; makes accurate work a priority; seeks opportunities to improve performance.

Decision Making: Collects, organizes, and analyzes information before making decisions. Takes a thoughtful approach when considering options; may seek supervision and/or input from others.

Integrity and Ethics: Actively models the highest ethical standards; is honest and accountable; maintains confidentiality and appropriate boundaries at all times; handles sensitive information and issues with discretion and tact. 

Relationship Orientation: Establishes rapport easily with others; listens attentively to others' perspectives; uses good judgment when sharing information and maintaining confidentiality; appropriately expresses empathy.

Presentation Skills: Adapts presentation techniques to fit audience level and technical needs; develops and delivers communications that have clarity and impact; conveys confidence, presence, and professionalism; uses appropriate visual aids to illustrate key points and enhance learning.

Interpersonal Skills: Uses active listening and discussion skills to identify issues, ensure understanding, and facilitate problem solving; works cooperatively with diverse groups; deals with others in a pleasant and professional manner; accurately assesses verbal and non-verbal cues.

Accountability: Makes and meets commitments; accepts responsibility for behavior and outcomes.

Follow Through: Monitors status of projects and tasks; thoroughly deals with project details; delivers clear, accurate depiction of status.

Cultural Sensitivity: Ability to work with a diverse population while withholding judgment. Willingly open to learn and understand different perspectives.

Qualifications

• Minimum of 3 years of experience in IT management in a healthcare setting.
• Strong understanding of HIPAA regulations, cybersecurity practices, network management, and healthcare IT systems.
• Excellent troubleshooting skills, strong communication and training abilities, and the ability to manage multiple projects simultaneously.
• Commitment to the mission of Lyon-Martin and to community-based primary care
• Experience working with lesbian, bisexual, transgender, gender non-conforming, non-binary, and intersex communities, populations with varying disabilities, racial, ethnic, and cultural backgrounds and economic statuses, clients who do sex work, those experiencing homelessness, people who have challenges with mental illness, people who use drugs, those of with a history of incarceration, people of varying ages.
• Commitment to working in an environment offering abortion services and the full scope of pregnancy options counseling.
• Experience with electronic medical records, especially Epic.

Preferred:

• Relevant IT certifications
• Previous experience working in FQHC health center IT operations

Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.