Central Health

Role Description Responsible for being a support person and/or first point of contact for patients, staff, and guests presenting at the clinic, and performing all the administrative tasks associated with patient check in as well as administrative support in the event of clinic closure in a remote capacity. Qualifications - High School Diploma or Equivalent - At least one year of experience in registration or front office duties in a dental, physician’s office, hospital emergency department, and/or urgent care setting. Requirements - Ability to perform all Medical Administrative Clerk essential duties as prescribed in the MAC job description. - Working with the Administrative Supervisor and Practice Administrator in the support of training medical administrative clerks, including but not limited to completing orientation checklists and MAC competencies. - Responsible for opening front office and all duties associated with this function. - Responsible for end of day processing and documentation, including preparation and completion of deposit(s). - Participate in investigating/researching complex patient issues, scheduling, and potential billing issues. - Act as a subject matter expert in insurance regarding eligibility and coverage. - Monitoring telephone activities with respect to volume and efficiencies, may serve as additional support when needed. - Monitoring patient registration workflow volumes and provide additional support to alleviate bottlenecks and maintain efficient front-end processing. - May serve as a back-up support for the administrative supervisor, as needed. - Accurately document and communicate and/or escalate patient concerns to site leadership. - Works as primary or secondary contact for all vendors and contracted services at site including but not limited to housekeeping, laboratory, and security services. - Utilizes various software systems pertaining to front-end desk and administrative duties. - Works as primary or secondary point of contact for IT services as SPOC; reconciliation of IT equipment and inventory. - Works as primary or secondary contact for supply order management and site equipment management and facility management. - Ability to analyze team member data/metrics and discuss professional development for team members with Administrative Supervisor. - Support, organize and execute events, meetings, team building activities in collaboration with the Administrative Supervisor and/or Practice Administrator. - Ability to work remotely supporting the healthcare team with administrative duties in the event of site closure, i.e., a weather event or similar issue that causes the site to close or relocate due to an emergency. - Performs all duties in an ethical manner consistent with the Code of Conduct the IMPACT Statement. - Perform other job‐related duties as assigned. Company Description

Overview Works with the Utilization Management team responsible for prior authorizations, inpatient and outpatient medical necessity/utilization review and other utilization management activities aimed at providing members with the right care at the right place at the right time. Provides daily review and evaluation of members that require hospitalization and/or procedures providing prior authorizations and/or concurrent review. Mentors and trains new team members. Assesses services for members to ensure optimum outcomes, cost effectiveness and compliance with all state and federal regulations and guidelines. Provides daily review and evaluation of members that require hospitalization and/or procedures providing prior authorizations and/or concurrent review. This position also trains and mentors new team members as well as assesses services for Sendero members to ensure optimum outcomes, cost effectiveness and compliance with all state and federal regulations and guidelines. Utilizes clinical skills to review and monitor members' utilization of health care services with the goal of maintaining high quality cost-effective care for members that are hospitalized in acute, skilled and long-term care settings. Performs telephonic reviews of inpatient hospital admissions and assist with the coordination ofdischarge planning needs. Obtains the information necessary to assess a member's clinical condition, identify ongoing clinical care needs and ensure that members receive services in the most optimal setting to effectively meet their needs. Evaluates the options and services required to meet the member's health needs, in support and collaboration with disease management interventions. Performs prospective, concurrent & retrospective review of inpatient, outpatient, ambulatory & ancillary services requiring clinical review including all levels of appeal requests. Hours of operation are Monday through Friday 8 am to 5 pm to include extended hours that may occur on a weekend and/or holidays as required by State and Federal regulations in order to maintain operational compliance. This position is considered Remote, which means that individuals in this position may work at an approved Offsite location; however, they may be required to occasionally visit a Central Health office in Austin, Texas. Remote work not available for residents of California, Colorado, New York, New Jersey, Hawaii, Maryland, Montana, Pennsylvania, Virginia, or Washington. Responsibilities Essential Duties (at least 5 that are non-negotiable duties and are absolutely pertinent to successfully completing the job without accommodations): - Provides concurrent review and prior authorizations (as needed) according to policy. - Perform concurrent and retrospective reviews on all inpatient, facility and appropriate home health services. - Identifies appropriate benefits, eligibility, and expected length of stay for members requesting treatments and/or procedures. - Responsible for the proactive management of acutely and chronically ill patients with the objective of improving quality outcomes and cost. - Completes assigned work plan objectives and projects on a timely basis. - Collect pertinent documentation and conduct medical services review applying appropriate national standardized medical criteria, Sendero medical policy, and state and federal guidelines. - Perform discharge planning activities in coordination with facility or provider case manager. - Act as a member/family advocate in coordinating and accessing medical necessity of health care services within the benefit plan. - Consult with a Medical Director as appropriate for all requests requiring MD approval or not meeting criteria for approval. - Maintain open communication flow with to other care management staff to facilitate smooth transition and - follow-up as member is transitioned from one level of care and/or service to another. - Seek out opportunities to improve HEDIS, NCQA, URAC or general accreditation and QIA activities. - Perform other related tasks as assigned by supervisor or manager and maintains department productivity and quality measures. - Attends regular staff meetings, conducts self in a professional manner at all times, and completes assigned work objectives and projects in a timely manner. Knowledge/Skills/Abilities: - Knowledge of Managed Care principles and practices, involving medical and behavioral case management, disease management, utilization and pharmaceutical management. - Skilled with clinical knowledge and experience in the treatment of human injuries, diseases, and deformities including symptoms, treatment alternatives, drug properties and interactions, behavioral health conditions and preventive health guidelines. - Demonstrated ability to lead, communicate, problem solve, and work effectively with people. - Excellent organizational skill with the ability to manage multiple priorities. - Work independently and handle multiple projects simultaneously. - Knowledge of applicable state, and federal regulations. - In depth knowledge of InterQual and other references for length of stay and medical necessity determinations. - Subject matter expert with NCQA requirements. - Ability to take initiative and see tasks to completion. - Computer Literate (Microsoft Office Products). - Computer Literate (Microsoft Office Products). - Excellent verbal and written communication skills. - Ability to abide by Sendero’s policies. - Ability to maintain attendance to support required quality and quantity of work. - Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA). - Skilled at establishing and maintaining positive and effective work relationships with coworkers, clients, members, providers and customers. Qualifications MINIMUM EDUCATION: High School Diploma or equivalent Required and Completion of an accredited (RN) or an accredited (LVN) program Required MINIMUM EXPERIENCE: One (1) year clinical practice experience Required AND Two (2) years managed care experience with utilization management and/or case management REQUIRED CERTIFICATIONS/LICENSURE: Holds and maintains these certifications as a professional. Lapsing/expiration of these certifications/licensure will result in suspension of work:1. Active, unrestricted State Registered Nursing license in good standing

Overview The Senior Epic Application Analyst encompasses all the job duties of the Epic Application Analyst which include serving as the Subject Matter Expert and technical point of contact for the main Application Areas. In addition, they are responsible for taking the lead inprimary areas of work, including Projects, Changes, and the highest point of Break/Fix escalation. They demonstrate full use and application of standard principles, theories, and concepts related to technical discipline, and provide solutions to a variety of complex problems. They manage user requirements, develop, and implement systems for complex and integrated issues and processes. Collaborates with the Epic Application Analyst Manager to develop and maintain processes for the team. This role engages and collaborates with User Support on Epic escalations and takes lead in troubleshooting escalations. This role serves as the highest subject expert for their application. The Senior Epic Application Analyst exhibits leadership skills, project management skills and mentorship skills and takes responsibility as the leader, organizer, and mentor for their application(s). This position is considered remote, which means that individuals in this position may work at their place of residence; however, they may be required to occasionally visit the CommUnityCare administrative office or health centers in Austin, Texas. Remote work is not available for residents of California, New York, New Jersey, Hawaii, Maryland, or Virginia. Responsibilities Essential Duties (at least 5 that are non-negotiable duties and are absolutely pertinent to successfully completing the job without accommodations):• Serves as the Subject Matter Expert (SME) for the Epic EMR system and their core applications.• Effectively manage multiple projects simultaneously, defining, delegating, and managing build deliverables as needed.• Serves as a mentor and resource to other analysts, educates and coaches other team members.• Manages projects to completion according to department standards with little or no guidance.• Actively participates in the Epic escalation process. • Leads upgrade nova note distribution and upgrade planning for their core application including testing scripts management. • Provide advanced build support during implementation and installation of Epic environment systems and associated 3rd-party products.• Leads building system components, testing, implementation support, and maintenance of assigned Epic applications.• Perform in-depth analysis, troubleshooting, data collection, and root cause analysis and then identify and/or implement potential solutions for issues related to the system or usage of it.• Analyze/review and test each product release and communicate needed changes to operations.• Must be able to document and follow system change control procedures for the system.• Work closely with other analysts, Epic third-party vendors, and operations to ensure that system integrity is maintained and that IT deliverables meet operational business needs.• Research, analyze, facilitate and implement business and system workflows to expedite process improvement and coordinate business practices.• Identify best practices and implement opportunities for standardization. Utilize standardized department tools/software systems to plan task/projects and monitor progress toward milestones and deadlines, reassigning resources when necessary to meet organizational objectives.• Maintains up-to-date expertise on the operation and application of various applications.• Maintains a working knowledge of key indicators, standards, and processes related to EMR systems. • Provides third tier support for various applications/modules when an issue is escalated to the help desk.• Create and track tickets with vendors. Ensures support tickets are being worked in a timely manner in accordance with our service level agreements (SLA).• Provide technical support via phone, online, and/or in person.• Serve as a primary resource to the EMR super- users in ticket resolution.• Guides workflow design, building and testing the system, and analyzing other technical issues. • Coordinates system changes with the governance team for decision making.• Identifies and implements requested changes to the system.• Serves as a liaison between end users’ workflow needs and technical staff/vendors.• Maintains regular communication with vendors for assigned applications.• Works with vendors, the organization, and end users to ensure the systems meet the organization’s business needs regarding the project deliverables and timeline. • Provides management technical system guidance to improve and streamline operational workflows.• Works collaboratively with the trainers to ensure that training materials are up to date and reflect the current build of the various systems.• Supports all phases of the EMR implementation.Knowledge/Skills/Abilities:• Excellent customer service, organizational, interpersonal and communication skills.• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.• Ability to problem solve in various modules/applications. • Demonstrate flexibility and ability to accept changes gracefully.• Able to work professionally and collaboratively in a team-based health care delivery setting as well as an individual. • Possess strong skills in Microsoft Office.• Self-learner with ability to easily learn new software.• Reliable transportation required for local travel through Travis, Bastrop, and Williamson counties.• Strong knowledge of clinical and/or administrative workflows. • Attention to detail and excellent analytical and critical thinking skills (strong problem-solving skills).• Must be able to work flexible hours. Some evenings, nights, and weekends are occasionally required. Must be able to respond to issues during non-production hours Qualifications MINIMUM EDUCATION:• Bachelor’s Degree with 3 years of experience supporting healthcare IT or healthcare applications required; or • High School Diploma and 5 years of experience supporting healthcare IT or healthcare applications.• Previous Epic Certification or Proficiency for external candidates MINIMUM EXPERIENCE:• Two year of experience supporting applications in a healthcare environment REQUIRED CERTIFICATIONS/LICENSURE:• Active Epic Certification, Accreditation or Proficiency Self Study in one of the organizations core Epic Applications supported by the Epic Application Analyst role with a minimum of 36 months (3 years) experience or• Active Epic Certification, Accreditation or Proficiency Self Study in at least three of the core Epic Applications supported by the Epic Application Analyst role with used at the organization with a minimum of 24 months (2 years) experience in each application.“Core Epic Application” is defined as a standalone application that does not require prerequisite of another application. “Used at organization” is defined as an application currently implemented and in use at the organization. PREFERRED EDUCATION:• Bachelor's Degree in Business, Clinical Science, or Computer Science PREFERRED EXPERIENCE: • 2 years of experience as an Analyst role supporting an EMR• Experience implementing and supporting an EMR• Knowledge of Medical terminology FQHC and/or Healthcare background• Epic experience PREFERRED CERTIFICATIONS/LICENSURE:• Active Epic Certification, Accreditation or Proficiency Self Study in one of the organizations core Epic Applications supported by the Epic Application Analyst role with a minimum of 48 months (4 years) experience or• Active Epic Certification, Accreditation or Proficiency Self Study in at least three of the core Epic Applications supported by the Epic Application Analyst role with used at the organization with a minimum of 36 months (3 years) experience in each application.

Overview The Unified Communications (UC) Engineer is responsible for the design, development, administration, and ongoing support of the organization’s Cisco Webex Unified Communications ecosystem, including Webex Calling, Webex Contact Center, and Webex Connect. This role ensures secure, reliable, and scalable cloud-based voice, messaging, and customer engagement services that support both internal collaboration and external customer interactions. The UC Engineer acts as a technical subject matter expert, partnering with infrastructure, network, security, application, and business teams to deliver high-quality communication services, support platform integrations, and drive continuous service improvement. Will serve as a technical advisor for Unified Communications and Contact Center services. *** Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas. *** ****To be considered for this position, you must reside in one of the following states: Texas, Connecticut, Michigan, Ohio, North Carolina, Georgia, Florida, or Arizona. Applicants residing in other states will not be considered at this time.**** ***This is a temp to perm hire position*** Responsibilities JOB FUNCTIONS Essential Functions: - Administer and engineer enterprise cloud-based Unified Communications platforms, including Cisco Webex Calling, Webex Contact Center, and Webex Connect, using Cisco Control Hub. - Design, configure, and maintain calling and contact center services, including locations, licenses, PSTN services, phone numbers, users, workspaces, auto attendants, IVRs, queues, routing strategies, voicemail, skills-based routing, and digital channels. - Develop and manage enterprise dial plans, numbering strategies, E911 configurations, and telephony policies to ensure regulatory compliance and operational consistency. - Monitor, maintain, and optimize UC and Contact Center platforms to ensure high availability, performance, call quality, and adoption, proactively identifying and resolving issues. - Provide Tier 3 / highest-level technical support and escalation management, including complex troubleshooting, SLA-driven issue resolution, and coordination with Cisco TAC, carriers, and third-party vendors. - Manage full user, license, and role lifecycle governance, including provisioning, deprovisioning, access controls, and enforcement of least-privilege security models. - Design, implement, and support integrations between communications platforms and enterprise systems such as Epic, Salesforce, ServiceNow, and other business applications. - Ensure security, compliance, and audit readiness by implementing platform controls and maintaining adherence to organizational standards and regulatory requirements (e.g., HIPAA, PCI, GDPR where applicable). - Develop and maintain reporting, analytics, and dashboards using Webex Contact Center Analyzer and platform tools to measure performance, productivity, and service quality. - Lead or support migrations and major initiatives, including transitions from legacy or on-premises telephony/contact center platforms to cloud-based solutions. - Create and maintain comprehensive technical documentation, including system designs, workflows, runbooks, standards, and procedures in centralized, secure repositories. - Partner with enterprise stakeholders and customers as a trusted technical advisor, translating business needs into technical designs, workflows, use cases, and solution recommendations. - Collaborate with network, cloud, security, application, PMO, and support teams, serving as a subject matter expert throughout project planning, execution, testing, and lifecycle management. - Contribute to platform strategy, architecture, and continuous improvement, including roadmap planning, vendor evaluation, optimization initiatives, and adoption of industry best practices. - Mentor and provide technical guidance to other IT staff, supporting skills development, operational maturity, and consistent delivery of Unified Communications services; participate in after-hours support as required. Knowledge, Skills and Abilities: - Working knowledge of system design, testing, implementation, and IT service management (ITSM) processes, including the ability to analyze workflows, support User Acceptance Testing (UAT), manage incidents, problems, and changes using ServiceNow, and contribute to the development and enforcement of operational standards and procedures. - Strong customer service and stakeholder engagement skills, with the ability to build trust, actively listen, and communicate technical concepts clearly to both technical and non-technical audiences. - Advanced analytical, troubleshooting, and problem-solving skills, with the ability to diagnose complex Unified Communications and Contact Center issues and develop solution-focused recommendations. - Excellent written and verbal communication skills, including the ability to produce clear, accurate technical documentation, standards, and operational procedures. - Ability to manage multiple priorities and projects simultaneously, effectively organizing work, meeting deadlines, and operating in a fast-paced enterprise environment. - Advanced critical thinking and decision-making abilities, enabling independent judgment while aligning solutions to organizational standards and business objectives. - Strong technical aptitude and systems knowledge, including understanding the capabilities, limitations, and integration points of enterprise computing and communications systems. - Ability to work both independently and collaboratively, requiring minimal supervision while contributing effectively within cross-functional teams. - High attention to detail and accuracy, ensuring system configurations, documentation, and changes are implemented correctly and consistently. - Adaptability and willingness to embrace change, including rapidly learning new technologies, responding to evolving business needs, and supporting continuous improvement initiatives. Qualifications QUALIFICATIONS: Education: Bachelor's Degree (higher degree accepted) in Information Technology, Computer Science Or Engineering OR Associates Degree (higher degree accepted) Plus 5 years equivalent practical experience -Required Work Experience: - 5 years of experience supporting enterprise Unified Communications and/or Contact Center platforms, including cloud-based UCaaS and CCaaS solutions. - Required - 5 years of hands-on administration and engineering experience with Cisco Webex Calling and Webex Contact Center, including Control Hub configuration and platform operations. -Required - 5 years of Experience designing, deploying, and supporting call routing and telephony services, including dial plans and call flows/IVRs, queues, skills-based routing, and digital channels. -Required - 5 years of Proven ability to troubleshoot complex UC and Contact Center issues, including call quality, connectivity, signaling, and provisioning across hybrid and cloud environments. -Required - 3 years of Experience with enterprise integrations, including CRM and ITSM platforms such as Epic, Salesforce, ServiceNow, and other API-driven integrations. -Required - 3 years of Experience with Webex Connect and digital workflow orchestration, including messaging and automation. -Required - 3 years of Experience with reporting, analytics, and Workforce Optimization tools, including contact center performance dashboards, Quality Management (QM), and Workforce Management (WFM). -Required Licenses and Certifications: - Information Technology Infrastructure Library (ITIL 4) Certificate -Within 6 Months - Required - Cisco Certified Specialist – Collaboration Core (350-801 CLCOR) Certificate - Upon Hire -Required - Cisco Webex Calling and Webex Contact Center certifications Certificate -Upon Hire -Required

Role Description In collaboration with patients, families (as defined by the patient) and staff across all disciplines and departments, this role is responsible for serving as the initial point of contact for new and established CommUnityCare patients. Functions include: - Appointment scheduling - Providing information about the status of patient prescriptions - Serving as a single point-of-contact for community providers serving CommUnityCare patients - Relaying messages to clinic staff as needed Responsibilities Essential Duties: - Provide exceptional customer service to all patients, including but not limited to scheduling and confirming appointments, using a multiline phone, and performing data entry into the EPIC Electronic Practice Management (EPM) system. - Accurately and promptly schedule, reschedule, and cancel physician patient appointments for the convenience of the patient and/or their representative. - Maximize CommUnityCare resources through efficient scheduling practices. - Interview new patients and/or their representative to identify the proper match with a CommUnityCare clinic and primary care provider (PCP). - Gather patient demographic and insurance information to begin the scheduling process. - Identify urgent scheduling needs and prioritize them with the appropriate clinic. - Resolve patient inquiries as directed. - Facilitate financial screening services. - Perform other duties as assigned. - Ensure a positive patient experience through professional interaction with patients and proper phone greeting etiquette. - Maintain strict confidentiality of personal health information (PHI). - Meet or exceed identified patient experience metrics. - Schedule appointments accurately and efficiently, using established guidelines. - Follow standardized patient scheduling practices, utilizing telephone scripts as provided. - Maintain a positive and flexible attitude, cooperate and work collaboratively to help others. - Embrace diversity throughout the workplace with patients, their families, and co-workers by making a genuine effort to understand the needs of others. - Collaborate with all departments and divisions of CommUnityCare to provide patient-centered care. - Follow the CommUnityCare Code of Conduct and exhibit CommUnityCare Core Values at all times. Qualifications - MINIMUM EDUCATION: High school diploma or equivalent - MINIMUM EXPERIENCE: 1 year previous experience in a medical or call-center setting required - Ability to type at least 45 wpm - Previous scheduling, registration, billing, or administrative assistant experience Requirements - Knowledge of appointment scheduling - Ability to implement defined scheduling protocols - Strong customer service skills, including the ability to resolve patient complaints or refer them appropriately to the manager - Working knowledge of the Epic EPM/EMR Systems and standard Microsoft Office tools, including Outlook, Word, and Excel - Bilingual (English/Spanish) strongly preferred - Ability to multitask while working in a fast-paced environment

Overview The Epic Application Analyst is the Subject Matter Expert and technical point of contact. They are responsible for three primary areas of work: Projects, Changes, and the highest point of Break/Fix escalation. They are responsible for configuration of Epic applications, leading Requirements Gathering Sessions, technical documentation, and testing (internal and User Acceptance Testing). They participate as a member of the project team, working on upgrades and new application and workflow implementation, including partnering with the Interface Team to connect third party applications. A strong understanding of workflow interdependencies is required to provide guidance to the customer for informed decision making. The Epic Application Analyst will also perform other duties as assigned. This position is considered remote, which means that individuals in this position may work at their place of residence; however, they will be required to be on site during the first 90 days as needed and may be required to occasionally visit the Central Health administrative office or health centers in Austin, Texas. Remote work not available for residents of California, New York, New Jersey, Hawaii, Maryland, or Virginia. ****Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas. Responsibilities Essential Functions - Responsible for building system components, testing, implementation support, and maintenance of assigned Epic applications. - Perform in-depth analysis, troubleshooting, data collection, and root cause analysis and then identify and/or implement potential solutions for issues related to the system or usage of it. - Analyze/review and test each product release and communicate needed changes to operations. - Must be able to document and follow system change control procedures for the system. - Work closely with other analysts, Epic third- party vendors, and operations to ensure that system integrity is maintained and that IT deliverables meet operational business needs. - Research, analyze, facilitate, and implement business and system workflows in order to expedite process improvement and coordinate business practices. - Identify best practices and implement opportunities for standardization. - Utilize standardized department tools/software systems to plan task/projects and monitor progress toward milestones and deadlines, reassigning resources when necessary to meet organizational objectives. - Maintains up-to-date expertise on the operation and application of various applications. Essential Functions - Maintains a working knowledge of key indicators, standards, and processes related to EMR systems. - Able to travel between all Central Health clinics. - Provides third tier support for various applications/modules when an issue is escalated to the help desk. - Create and track tickets with vendors. Ensures support tickets are being worked in a timely manner in accordance with our service level agreements (SLA). - Provide technical support via phone, online, and/or in person. - Serve as a primary resource to the EMR super- users in ticket resolution. - Guides workflow design, building and testing the system, and analyzing other technical issues. - Coordinates system changes with the governance team for decision making. - Identifies and implements requested changes to the system. - Serves as a liaison between end users’ workflow needs and technical staff/vendors. - Maintains regular communication with vendors for assigned applications. - Works with vendors, the organization, and end users to ensure the systems meet the organization’s business needs regarding the project deliverables and timeline. - Provides management technical system guidance to improve and streamline operational workflows. - Works collaboratively with the trainers to ensure that training materials are up to date and reflect the current build of the various systems Qualifications MINIMUM EDUCATION: - High School Diploma or equivalent MINIMUM EXPERIENCE: - 1 year of experience supporting an EMR or similar software applications in a healthcare environment PREFERRED EXPERIENCE: - 3 years of experience as a super user or analyst supporting an EMR or similar software applications in a healthcare environment. - 3 years of Any experience implementing or supporting an EMR. - 3 years of Epic EMR experience. REQUIRED CERTIFICATIONS/LICENSURE: - EPIC - EPIC Certification Epic certification required within 6 months of hire or within six months of completing Epic training. - Must meet Central Health’s Epic pre - assessment criteria Required

Overview The Epic Application Analyst is the Subject Matter Expert and technical point of contact. They are responsible for three primary areas of work: Projects, Changes, and the highest point of Break/Fix escalation. They are responsible for configuration of Epic applications, leading Requirements Gathering Sessions, technical documentation, and testing (internal and User Acceptance Testing). They participate as a member of the project team, working on upgrades and new application and workflow implementation, including partnering with the Interface Team to connect third party applications. A strong understanding of workflow interdependencies is required to provide guidance to the customer for informed decision making. The Epic Application Analyst will also perform other duties as assigned. This position is considered remote, which means that individuals in this position may work at their place of residence; however, they will be required to be on site during the first 90 days as needed and may be required to occasionally visit the Central Health administrative office or health centers in Austin, Texas. Remote work not available for residents of California, New York, New Jersey, Hawaii, Maryland, or Virginia. ****Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas. Responsibilities Essential Functions - Responsible for building system components, testing, implementation support, and maintenance of assigned Epic applications. - Perform in-depth analysis, troubleshooting, data collection, and root cause analysis and then identify and/or implement potential solutions for issues related to the system or usage of it. - Analyze/review and test each product release and communicate needed changes to operations. - Must be able to document and follow system change control procedures for the system. - Work closely with other analysts, Epic third- party vendors, and operations to ensure that system integrity is maintained and that IT deliverables meet operational business needs. - Research, analyze, facilitate, and implement business and system workflows in order to expedite process improvement and coordinate business practices. - Identify best practices and implement opportunities for standardization. - Utilize standardized department tools/software systems to plan task/projects and monitor progress toward milestones and deadlines, reassigning resources when necessary to meet organizational objectives. - Maintains up-to-date expertise on the operation and application of various applications. Essential Functions - Maintains a working knowledge of key indicators, standards, and processes related to EMR systems. - Able to travel between all Central Health clinics. - Provides third tier support for various applications/modules when an issue is escalated to the help desk. - Create and track tickets with vendors. Ensures support tickets are being worked in a timely manner in accordance with our service level agreements (SLA). - Provide technical support via phone, online, and/or in person. - Serve as a primary resource to the EMR super- users in ticket resolution. - Guides workflow design, building and testing the system, and analyzing other technical issues. - Coordinates system changes with the governance team for decision making. - Identifies and implements requested changes to the system. - Serves as a liaison between end users’ workflow needs and technical staff/vendors. - Maintains regular communication with vendors for assigned applications. - Works with vendors, the organization, and end users to ensure the systems meet the organization’s business needs regarding the project deliverables and timeline. - Provides management technical system guidance to improve and streamline operational workflows. - Works collaboratively with the trainers to ensure that training materials are up to date and reflect the current build of the various systems Qualifications MINIMUM EDUCATION: - High School Diploma or equivalent MINIMUM EXPERIENCE: - 1 year of experience supporting an EMR or similar software applications in a healthcare environment PREFERRED EXPERIENCE: - 3 years of experience as a super user or analyst supporting an EMR or similar software applications in a healthcare environment. - 3 years of Any experience implementing or supporting an EMR. - 3 years of Epic EMR experience. REQUIRED CERTIFICATIONS/LICENSURE: - EPIC - EPIC Certification Epic certification required within 6 months of hire or within six months of completing Epic training. - Must meet Central Health’s Epic pre - assessment criteria Required

Overview The Unified Communications (UC) Engineer is responsible for the design, development, administration, and ongoing support of the organization’s Cisco Webex Unified Communications ecosystem, including Webex Calling, Webex Contact Center, and Webex Connect. This role ensures secure, reliable, and scalable cloud-based voice, messaging, and customer engagement services that support both internal collaboration and external customer interactions. The UC Engineer acts as a technical subject matter expert, partnering with infrastructure, network, security, application, and business teams to deliver high-quality communication services, support platform integrations, and drive continuous service improvement. Will serve as a technical advisor for Unified Communications and Contact Center services. **** Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas.**** ***This is a temp to perm hire position*** Responsibilities JOB FUNCTIONS Essential Functions: - Administer and engineer enterprise cloud-based Unified Communications platforms, including Cisco Webex Calling, Webex Contact Center, and Webex Connect, using Cisco Control Hub. - Design, configure, and maintain calling and contact center services, including locations, licenses, PSTN services, phone numbers, users, workspaces, auto attendants, IVRs, queues, routing strategies, voicemail, skills-based routing, and digital channels. - Develop and manage enterprise dial plans, numbering strategies, E911 configurations, and telephony policies to ensure regulatory compliance and operational consistency. - Monitor, maintain, and optimize UC and Contact Center platforms to ensure high availability, performance, call quality, and adoption, proactively identifying and resolving issues. - Provide Tier 3 / highest-level technical support and escalation management, including complex troubleshooting, SLA-driven issue resolution, and coordination with Cisco TAC, carriers, and third-party vendors. - Manage full user, license, and role lifecycle governance, including provisioning, deprovisioning, access controls, and enforcement of least-privilege security models. - Design, implement, and support integrations between communications platforms and enterprise systems such as Epic, Salesforce, ServiceNow, and other business applications. - Ensure security, compliance, and audit readiness by implementing platform controls and maintaining adherence to organizational standards and regulatory requirements (e.g., HIPAA, PCI, GDPR where applicable). - Develop and maintain reporting, analytics, and dashboards using Webex Contact Center Analyzer and platform tools to measure performance, productivity, and service quality. - Lead or support migrations and major initiatives, including transitions from legacy or on-premises telephony/contact center platforms to cloud-based solutions. - Create and maintain comprehensive technical documentation, including system designs, workflows, runbooks, standards, and procedures in centralized, secure repositories. - Partner with enterprise stakeholders and customers as a trusted technical advisor, translating business needs into technical designs, workflows, use cases, and solution recommendations. - Collaborate with network, cloud, security, application, PMO, and support teams, serving as a subject matter expert throughout project planning, execution, testing, and lifecycle management. - Contribute to platform strategy, architecture, and continuous improvement, including roadmap planning, vendor evaluation, optimization initiatives, and adoption of industry best practices. - Mentor and provide technical guidance to other IT staff, supporting skills development, operational maturity, and consistent delivery of Unified Communications services; participate in after-hours support as required. Knowledge, Skills and Abilities: - Working knowledge of system design, testing, implementation, and IT service management (ITSM) processes, including the ability to analyze workflows, support User Acceptance Testing (UAT), manage incidents, problems, and changes using ServiceNow, and contribute to the development and enforcement of operational standards and procedures. - Strong customer service and stakeholder engagement skills, with the ability to build trust, actively listen, and communicate technical concepts clearly to both technical and non-technical audiences. - Advanced analytical, troubleshooting, and problem-solving skills, with the ability to diagnose complex Unified Communications and Contact Center issues and develop solution-focused recommendations. - Excellent written and verbal communication skills, including the ability to produce clear, accurate technical documentation, standards, and operational procedures. - Ability to manage multiple priorities and projects simultaneously, effectively organizing work, meeting deadlines, and operating in a fast-paced enterprise environment. - Advanced critical thinking and decision-making abilities, enabling independent judgment while aligning solutions to organizational standards and business objectives. - Strong technical aptitude and systems knowledge, including understanding the capabilities, limitations, and integration points of enterprise computing and communications systems. - Ability to work both independently and collaboratively, requiring minimal supervision while contributing effectively within cross-functional teams. - High attention to detail and accuracy, ensuring system configurations, documentation, and changes are implemented correctly and consistently. - Adaptability and willingness to embrace change, including rapidly learning new technologies, responding to evolving business needs, and supporting continuous improvement initiatives. Qualifications QUALIFICATIONS: Education: Bachelor's Degree (higher degree accepted) in Information Technology, Computer Science Or Engineering OR Associates Degree (higher degree accepted) Plus 5 years equivalent practical experience -Required Work Experience: - 5 years of experience supporting enterprise Unified Communications and/or Contact Center platforms, including cloud-based UCaaS and CCaaS solutions. - Required - 5 years of hands-on administration and engineering experience with Cisco Webex Calling and Webex Contact Center, including Control Hub configuration and platform operations. -Required - 5 years of Experience designing, deploying, and supporting call routing and telephony services, including dial plans and call flows/IVRs, queues, skills-based routing, and digital channels. -Required - 5 years of Proven ability to troubleshoot complex UC and Contact Center issues, including call quality, connectivity, signaling, and provisioning across hybrid and cloud environments. -Required - 3 years of Experience with enterprise integrations, including CRM and ITSM platforms such as Epic, Salesforce, ServiceNow, and other API-driven integrations. -Required - 3 years of Experience with Webex Connect and digital workflow orchestration, including messaging and automation. -Required - 3 years of Experience with reporting, analytics, and Workforce Optimization tools, including contact center performance dashboards, Quality Management (QM), and Workforce Management (WFM). -Required Licenses and Certifications: - Information Technology Infrastructure Library (ITIL 4) Certificate -Within 6 Months - Required - Cisco Certified Specialist – Collaboration Core (350-801 CLCOR) Certificate - Upon Hire -Required - Cisco Webex Calling and Webex Contact Center certifications Certificate -Upon Hire -Required

Role Description Responsible for being a support person and/or first point of contact for patients, staff, and guests presenting at the clinic, and performing all the administrative tasks associated with patient check-in as well as administrative support in the event of clinic closure in a remote capacity. Responsibilities - Ability to perform all Medical Administrative Clerk essential duties as prescribed in the MAC job description. - Working with the Administrative Supervisor and Practice Administrator in the support of training medical administrative clerks, including but not limited to completing orientation checklists and MAC competencies. - Responsible for opening front office and all duties associated with this function. - Responsible for end of day processing and documentation, including preparation and completion of deposit(s). - Participate in investigating/researching complex patient issues, scheduling, and potential billing issues. - Act as a subject matter expert in insurance regarding eligibility and coverage. - Monitoring telephone activities with respect to volume and efficiencies, may serve as additional support when needed. - Monitoring patient registration workflow volumes and provide additional support to alleviate bottlenecks and maintain efficient front-end processing. - May serve as a back-up support for the administrative supervisor, as needed. - Accurately document and communicate and/or escalate patient concerns to site leadership. - Works as primary or secondary contact for all vendors and contracted services at site including but not limited to housekeeping, laboratory, and security services. - Utilizes various software systems pertaining to front-end desk and administrative duties. - Works as primary or secondary point of contact for IT services as SPOC; reconciliation of IT equipment and inventory. - Works as primary or secondary contact for supply order management and site equipment management and facility management. - Ability to analyze team member data/metrics and discuss professional development for team members with Administrative Supervisor. - Support, organize and execute events, meetings, team building activities in collaboration with the Administrative Supervisor and/or Practice Administrator. - Ability to work remotely supporting the healthcare team with administrative duties in the event of site closure, i.e., a weather event or similar issue that causes the site to close or relocate due to an emergency. - Performs all duties in an ethical manner consistent with the Code of Conduct the IMPACT Statement. - Perform other job‐related duties as assigned. Qualifications - High School Diploma or Equivalent - At least one year of experience in registration or front office duties in a dental, physician’s office, hospital emergency department, and/or urgent care setting. Requirements - Knowledge of healthcare office concepts, practices, policies, and procedures. - Knowledge of insurance verification procedures. - Knowledge of Microsoft Office Applications (Word, Excel, Outlook). - Knowledge of HIPAA and Joint Commission guidelines and regulations. - Skilled in providing exceptional customer service. - Skilled in verbal and written communications, including telephone and email etiquette and documentation. - Skilled in working independently in a fast‐paced, multi‐task clinical environment, as well as part of a team. - Skilled in effective problem-solving techniques. - Ability to understand data metrics in Epic EMR system such as work queues, in-basket, and claim work queues. - Ability to work in a self‐directed, organized manner. - Ability to multitask while maintaining a strong attention to detail and accuracy. - Ability to present information in a consistent, organized, and accurate manner. - Ability to demonstrate flexibility and ingenuity in response to change. - Ability to develop and maintain effective working relationships across the organization at various levels, as well as with external customers. - Ability to maintain confidentiality.

Overview The Epic Application Analyst is the Subject Matter Expert and technical point of contact. They are responsible for three primary areas of work: Projects, Changes, and the highest point of Break/Fix escalation. They are responsible for configuration of Epic applications, leading Requirements Gathering Sessions, technical documentation, and testing (internal and User Acceptance Testing). They participate as a member of the project team, working on upgrades and new application and workflow implementation, including partnering with the Interface Team to connect third party applications. A strong understanding of workflow interdependencies is required to provide guidance to the customer for informed decision making. The Epic Application Analyst will also perform other duties as assigned. This position is considered remote, which means that individuals in this position may work at their place of residence; however, they will be required to be on site during the first 90 days as needed and may be required to occasionally visit the Central Health administrative office or health centers in Austin, Texas. Remote work not available for residents of California, New York, New Jersey, Hawaii, Maryland, or Virginia. ****Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas. Responsibilities Essential Functions - Responsible for building system components, testing, implementation support, and maintenance of assigned Epic applications. - Perform in-depth analysis, troubleshooting, data collection, and root cause analysis and then identify and/or implement potential solutions for issues related to the system or usage of it. - Analyze/review and test each product release and communicate needed changes to operations. - Must be able to document and follow system change control procedures for the system. - Work closely with other analysts, Epic third- party vendors, and operations to ensure that system integrity is maintained and that IT deliverables meet operational business needs. - Research, analyze, facilitate, and implement business and system workflows in order to expedite process improvement and coordinate business practices. - Identify best practices and implement opportunities for standardization. - Utilize standardized department tools/software systems to plan task/projects and monitor progress toward milestones and deadlines, reassigning resources when necessary to meet organizational objectives. - Maintains up-to-date expertise on the operation and application of various applications. Essential Functions - Maintains a working knowledge of key indicators, standards, and processes related to EMR systems. - Able to travel between all Central Health clinics. - Provides third tier support for various applications/modules when an issue is escalated to the help desk. - Create and track tickets with vendors. Ensures support tickets are being worked in a timely manner in accordance with our service level agreements (SLA). - Provide technical support via phone, online, and/or in person. - Serve as a primary resource to the EMR super- users in ticket resolution. - Guides workflow design, building and testing the system, and analyzing other technical issues. - Coordinates system changes with the governance team for decision making. - Identifies and implements requested changes to the system. - Serves as a liaison between end users’ workflow needs and technical staff/vendors. - Maintains regular communication with vendors for assigned applications. - Works with vendors, the organization, and end users to ensure the systems meet the organization’s business needs regarding the project deliverables and timeline. - Provides management technical system guidance to improve and streamline operational workflows. - Works collaboratively with the trainers to ensure that training materials are up to date and reflect the current build of the various systems Qualifications MINIMUM EDUCATION: - High School Diploma or equivalent MINIMUM EXPERIENCE: - 1 year of experience supporting an EMR or similar software applications in a healthcare environment PREFERRED EXPERIENCE: - 3 years of experience as a super user or analyst supporting an EMR or similar software applications in a healthcare environment. - 3 years of Any experience implementing or supporting an EMR. - 3 years of Epic EMR experience. REQUIRED CERTIFICATIONS/LICENSURE: - EPIC - EPIC Certification Epic certification required within 6 months of hire or within six months of completing Epic training. - Must meet Central Health’s Epic pre - assessment criteria Required