Interoperability Support Specialist
3 days ago
Sacramento
Job DescriptionDescription: Job Title: Interoperability Support Specialist Department: Information Technology Sub Department: Health IT Reports To: Senior Director of Interoperability FLSA Status: Non-exempt Location: Remote Background Eligible (Y/N): Y Annual Salary Range: $75,000 - $90,000 SUMMARY: The Interoperability Support Specialist plays a critical role in supporting the operation, adoption, and user success of CalMHSA’s health data exchange platforms, including CalMHSA Connex. Serving as a support and implementation resource for county behavioral health departments and partner organizations, this role ensures the effective delivery of technical assistance, user training, and issue resolution across interoperability services. This includes support for system connectivity, user access, API workflows, onboarding processes, and coordination with state and local data exchange entities such as QHIOs, HIEs, and DHCS. This role requires a combination of technical troubleshooting, user-facing support, data literacy, and project coordination to ensure that secure, standards-based data exchange supports the delivery of behavioral health services across California. The Interoperability Support Specialist will also assist in documenting workflows, managing support tickets, analyzing issue trends, and delivering training and guidance for counties, providers, and partners using interoperability systems. KEY RESPONSIBILITIES: • Serve as a primary point of contact for interoperability inquiries and platform users, including county behavioral health staff, providers, and partner organizations., • Respond to support inquiries (via chat, ticketing systems, or email) related to system access, API use, data exchange workflows, and onboarding processes., • Provide end users with documentation, job aids, and links to standards-based guidance for effective participation in data exchange efforts., • Troubleshoot and triage issues involving HL7, FHIR APIs, user authentication, and system connectivity across multiple platforms., • Escalate complex or unresolved technical issues to senior technical staff, integration teams, or system administrators as appropriate., • Monitor, track, and document support requests using helpdesk/ticketing software, maintaining comprehensive logs for service analysis and improvement., • Assist with testing and validation of system enhancements, API updates, and data exchange configurations to ensure operational reliability., • Support onboarding of county and provider organizations to interoperability platforms, ensuring appropriate role access, data permissions, and training., • Help interpret and communicate data sharing requirements based on regulations such as the ONC Cures Act, HIPAA, 42 CFR Part 2, and the California Data Exchange Framework (DxF)., • Participate in training delivery through webinars, group sessions, or one-on-one support on platform functionality, standards, and use cases., • Maintain and update documentation libraries including SOPs, knowledge base articles, user guides, and onboarding checklists., • Conduct periodic reviews of user issues to identify trends and recurring needs; recommend improvements to documentation, workflows, or training., • Support submission of required reporting to regulatory agencies (e.g., DHCS) by validating data quality and monitoring reporting workflows., • Collaborate with system integrators, privacy and compliance teams, and CalMHSA program staff to ensure accurate, secure, and effective system usage., • Maintain a strong understanding of interoperability standards (FHIR, HL7, C-CDA, OAuth2) and how they are applied in behavioral health data exchange contexts., • Stay current on interoperability platform updates, policy changes, and behavioral health IT initiatives to better support users and anticipate needs., • Perform other duties as assigned to support interoperability operations, provider enablement, and quality data exchange., • Document and share solutions, workarounds, and best practices with the support team to build collective knowledge and improve support efficiency., • Maintain professional relationships with county behavioral health staff, fostering trust and confidence in CalMHSA's support services., • Stay current on EHR system updates, new features, regulatory changes, and behavioral health industry trends relevant to system operations and support., • Other duties as assigned to support effective EHR operations and exceptional user experience. BACKGROUND CHECK ELIGIBLE DUTIES This position requires access to various systems and applications that house highly sensitive and confidential information, including county behavioral health records, Protected Health Information (PHI), client demographic data, clinical documentation, billing information, and employee data. The incumbent must handle all confidential information in strict accordance with HIPAA Privacy and Security Rules, 42 CFR Part 2 substance use disorder confidentiality regulations, state and federal privacy laws, and CalMHSA security policies, ensuring that system access is used responsibly while maintaining the integrity and security of all data systems and preventing accidental or malicious misuse of confidential information. QUALIFICATIONS EDUCATION and/or EXPERIENCE • Associate’s or Bachelor’s degree in Health Information Technology, Public Health Informatics, Information Systems, or a related field; or equivalent experience., • Minimum 1 year of experience supporting health information systems, interoperability platforms, or providing technical assistance in a healthcare or behavioral health setting., • Familiarity with healthcare data exchange standards such as HL7, FHIR, or C-CDA preferred., • Experience with helpdesk ticketing systems and technical support tools required., • Prior experience with behavioral health agencies, county IT departments, or health IT vendors is a plus. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the experience, knowledge, skill, and/or ability required. SKILLS AND ATTRIBUTES: • Strong technical troubleshooting and issue triage skills related to data exchange, APIs, and platform connectivity., • Project management proficiency, including coordination of support operations, implementations, or onboarding processes., • Ability to clearly explain technical workflows and processes to non-technical audiences., • Excellent customer service orientation with professionalism, patience, and clarity., • Strong verbal and written communication skills, including documentation development., • Highly organized with the ability to manage multiple support cases and competing priorities., • Detail-oriented with strong data integrity and system accuracy awareness., • Proficiency in MS Office (Word, Excel, PowerPoint) and comfort with web-based platforms., • Knowledge of healthcare privacy regulations (HIPAA, 42 CFR Part 2) and data confidentiality practices., • Experience working with clinical workflows, behavioral health documentation, or healthcare data exchange processes., • Project Management certification such as PMP (Project Management Professional), CAPM (Certified Associate in Project Management), or completion of formal PM training programs a plus., • Experience with California Data Exchange Framework, Medi-Cal programs, and federal programs such as CMS Interoperability., • Interoperability/Health I.T. Certification (HL7, CAHIMS, CPHIMS) a plus., • Knowledge In integration platforms like Mirth Connect or Rhapsody. LANGUAGE SKILLS AND MATHEMATICAL SKILLS: Demonstrate the ability to read, comprehend, and respond appropriately through written or verbal communication; demonstrate tactfulness, professionalism, and empathy when communicating with staff members of all levels, clinical providers, and county partners; ability to communicate clearly and effectively with diverse audiences including technical and non-technical users. Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals for basic data analysis and reporting tasks. REASONING: Demonstrate the ability to effectively apply common sense, logical reasoning, and systematic troubleshooting approaches to daily support tasks; demonstrate the ability to work with minimal supervision once trained on procedures and protocols; demonstrate strong analytical skills with ability to identify patterns and trends in support issues; demonstrate the ability to efficiently conduct research, consult documentation and resources, and ask appropriate probing questions to resolve user issues and complete necessary tasks. PHYSICAL DEMANDS: 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. While performing the duties of this job, the employee is frequently required to sit for extended periods at a computer workstation; use phone and headset for multiple hours daily; use hands, arms, and fingers to type and navigate computer systems; answer phones; write; demonstrate strength to lift and carry materials weighing up to 10 pounds; demonstrate clear vision to read printed materials and computer screens for extended periods; hearing and speech to communicate clearly in person and over the telephone with users seeking technical assistance. SENSORY DEMANDS: The incumbent must maintain focus and concentration throughout the workday while managing multiple support requests and user interactions. The incumbent must also spend long hours on the computer entering information, reviewing documentation, and navigating systems which requires attention to detail and high levels of accuracy. MENTAL DEMANDS: There are numerous support requests and deadlines associated with this position, which may cause pressure during high-volume periods. The incumbent must manage multiple concurrent user issues, maintain patience and professionalism with frustrated users, and balance competing priorities while providing quality support. The incumbent must also interact professionally with a wide variety of individuals including clinicians, administrators, county leadership, and technical staff on various system-related issues and questions. REGULAR WORK SCHEDULE: Schedule varies depending on business needs and support coverage requirements; however, regular company business hours are 8:00am to 5:00pm, Monday – Friday. Occasional flexibility may be required for system maintenance windows, training sessions, or urgent support needs. Requirements: