Assistant Manager, Electronic Health Record

Hope Services; San Jose (CA); On-site; USD 76,000 - 93,000; Full time

Job summary

Hope Services in Silicon Valley seeks an EHR Administrator to manage the Netsmart Avatar system and related databases. You will oversee daily operations, form modeling, billing corrections, and end-user training while supporting staff across clinical, finance, and governance functions.

You will lead data quality checks, regulatory reporting, and dashboard development, ensuring secure access, testing, and rollout of upgrades in a healthcare/nonprofit setting.

Qualifications

• 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.
• 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 — HIPAA, 42 CFR Part 2 protections, CMIA, minimum-necessary access, breach notification.
• Information security — Role-based access review, MFA, encryption, secure file transfer, audit logs.
• Revenue cycle — Claim lifecycle, ICD-10/CPT-HCPCS, service codes, denials.
• Data governance — Data dictionary ownership, duplicate-record management, reproducible extracts.
• Requirements and project management — Gather requirements, scope upgrades, report status.
• Scripting and version control — SQL/report source control; PowerShell or Python automation.
• Backup and disaster recovery — Documented DR with RPO/RTO and downtime procedures.
• Problem-solving under deadline — Troubleshooting for month-end closes and outages.
• Audits - Preparation and assistance during Hope Services audits

Responsibilities

• EHR system administration: updates, testing, provisioning, access management, and vendor escalation.
• EHR form modeling: build/modify Avatar forms with validation and routing.
• SQL and database engineering: T-SQL development, ETL, and data warehouse services.
• Billing error correction: monitor and fix Avatar billing errors; address root causes.
• Month-end billing: reconciliation and timely submission; track denials with Finance.
• Reporting: create/modify Avatar Crystal Reports; migrate legacy Access reports; dashboards.
• Data quality and controls: checks, reconciliations, and exception reporting.
• Audit and regulatory reporting: data extracts for audits and state/funder reporting.
• Staff support and training: end-user training and quick guides; super-user program.
• Connectivity: manage database connectivity across network and remote access.
• Documentation and change control: data dictionary, specs, SOPs; rollback plans.
• Communication: liaise with clinical, finance, and exec audiences; accurate documentation.
• Independence and teamwork: work solo or with team; interact with served individuals and families.
• Program knowledge: rehab service models and governing regulations.
• Management fundamentals: supervision, planning, fiscal management, safety, rights; cover for EHR Manager.
• Other duties as assigned.

Skills

SQL proficiency

Crystal Reports

Advanced Excel

HIPAA knowledge

Information security

Revenue cycle

Data governance

Requirements & project mgmt

Scripting & automation

Backup & disaster recovery

Problem solving

Audits prep

Education

Bachelor's degree in Information Systems, Health Informatics, or related field

Tools

Netsmart Avatar / myAvatar

InterSystems IRIS / Caché

SSRS / Power BI

HL7 v2 / FHIR interfaces

EDI (837/835)

Scriptlink

Job description

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:

1. EHR system administration. Updates, upgrades, and release testing; user provisioning and role-based access; defect tracking and escalation to vendor support.

2. EHR form modeling. Build and modify all Avatar forms — field logic, validation, workflow routing — from clinical and program requirements, with testing before release.

3. SQL and database engineering. T‑SQL development, stored procedures, query tuning, ETL and data warehouse services on SQL Server; query and maintain InterSystems IRIS.

4. Billing error correction. Daily monitoring and correction of Avatar billing errors; fix root causes in configuration rather than repeat manual corrections.

5. Month-end billing. Own accuracy, reconciliation, and on‑time submission of month‑end billing and payer claim files; track denials with Finance.

6. Reporting. Create and modify all Crystal Reports used with Avatar; maintain and migrate legacy Access reports; build management dashboards and advanced Excel analysis.

7. Data quality and controls. Design checks, reconciliations, and exception reporting that assure quality of data and services to internal and external customers.

8. Audit and regulatory reporting. Prepare data, extracts, and system walkthroughs for annual, payer, and accreditation audits; produce required state and funder reporting.

9. Staff support and training. Escalation point for EHR and software issues; deliver training, quick guides, and a super‑user program after each release.

10. Connectivity. Manage database connectivity across the counseling center network — ODBC, client installs, remote access — and maintain test environments.

11. Documentation and change control. Maintain data dictionary, report specs, and SOPs; follow request‑test‑approve‑release with a rollback plan for every production change.

12. Communication and customer service. Communicate clearly with clinical, finance, and executive audiences; observe, evaluate, and document accurately.

13. 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.

14. Program knowledge. Working knowledge of rehabilitation service models, program development, and governing legislation and regulations.

15. Management fundamentals. Familiarity with supervision, planning, fiscal management, fair employment practices, safety, health, and client rights; able to cover for the EHR Manager.

16. Other duties as assigned.

Qualifications Requested

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

1. 3+ years supporting a production EHR or comparable transactional database in healthcare or human services.
2. SQL proficiency including stored procedures, ETL, and job monitoring; Crystal Reports proficiency; advanced Excel and proficient Word.
3. Privacy and compliance — Working knowledge of HIPAA, 42 CFR Part 2 substance‑use record protections, CMIA, minimum‑necessary access, and breach notification.
4. 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.
5. Revenue cycle — Claim lifecycle literacy: ICD‑10 and CPT/HCPCS, service code and authorization setup, denial‑reason interpretation.
6. Data governance — Ownership of a data dictionary and metric definitions, duplicate‑record management, and reproducible extract logic.
7. Requirements and project management — Requirements gathering from non‑technical stakeholders, scoping and sequencing upgrade work, and clear status reporting.
8. Scripting and version control — Source control for SQL and report definitions, plus PowerShell or Python automation.
9. Backup and disaster recovery — Documented and tested recovery procedures with defined RPO/RTO and a clinical downtime process.
10. Problem‑solving under deadline — Methodical troubleshooting and composure during month‑end close, go‑lives, and outages; occasional after‑hours availability for upgrades.
11. 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.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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??

Visit www.hopeservices.org to find out more about us and the people we serve.

Hope Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees not regardless of, but with consideration and appreciation for race, color, religion or belief, national, social or ethnic origin, sex, age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family or parental status, or any other status.