The Product Manager - Case Management System serves as a subject matter expert for content, functionality, process, and procedures associated with CITC's Case Management System. This position analyzes business needs, determines system solutions, and defines detailed system requirements to ensure efficient implementation, testing, and functioning that supports both program operations and Revenue Cycle needs. Working in partnership with our people to develop opportunities that fulfill our endless potential, this role drives user engagement and adoption while optimizing system use through issue resolution, enhancements, communication, and training. The position requires strong technical aptitude, analytical skills, and dedication to continuous improvement in service delivery.

• Champion CITC's use and adoption of the Case Management System across all departments and user groups.
• Collaborate with staff and providers to resolve system issues, promote enhanced functionality, and identify areas for system and workflow optimization.
• Provide primary support to system users, escalate issues to IT and vendors as appropriate, and track resolution to completion.
• Manage system configuration and form changes, including identification, testing, deployment, and documentation through established change management processes.
• Partner with IT and vendors to implement system changes, coordinate testing with superusers, and prepare end-user training materials.
• Process user access requests in partnership with IT, ensuring appropriate security levels and compliance with CITC policies.
• Serve as subject matter expert on case management system functionality, data structures, and best practices for system utilization.
• Develop and maintain comprehensive system documentation, processes, and procedures with an enterprise perspective.
• Liaise with Revenue Cycle team to identify opportunities for increasing billable services and implement supporting system changes.
• Ensure regulatory compliance in documentation design and system configuration to meet federal and state requirements.
• Develop and oversee ongoing training programs for system users, including new employee orientation and refresher training.
• Participate in internal and external audits, providing system expertise and documentation as required.
• Protect participant privacy in accordance with CITC policies, HIPAA requirements, and applicable federal and state laws.
• Handle ad hoc reporting and special projects as assigned to support organizational needs and strategic initiatives.
• Perform all related duties as needed and assigned.

• Strong oral and written communication skills with ability to explain complex technical concepts to non-technical audiences.
• Advanced problem-solving skills with ability to interpret complex data and reach conclusive solutions.
• Demonstrated advocacy for process improvement and continuous quality enhancement.
• Strong team collaboration skills with ability to work effectively with diverse personalities and backgrounds.
• Quick learning capability with demonstrated desire to improve and expand skill sets.
• Flexibility and adaptability to changing business environments and evolving technology requirements.
• Strong time management and project management skills with ability to effectively prioritize multiple tasks.
• High attention to detail with commitment to quality work and accurate documentation.
• Technical aptitude for computer systems and software applications.
• Ability to work well under pressure and meet tight deadlines while maintaining accuracy.
• General knowledge and understanding of the social, health, educational, training, and cultural needs of the Alaska Native and American Indian community.

CITC Values, Respectful Leadership, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills.

• Continued employment is contingent upon completion of satisfactory state and federal fingerprint criminal background check.
• Bachelor's degree in Computer Information Systems, Business Administration, Healthcare Administration, or related field. Relevant work experience may substitute for the education requirement on a year-for-year basis.
• Four (4) years of relevant experience in business analysis and system implementation and support.
• Knowledge of EHR and case management systems and associated billing systems, workflows, and tool administration (e.g., Carelogic, Cerner, Apricot).
• Experience managing and liaising with vendors for system support and enhancements.

• Experience with use and configuration of the Apricot Case Management system.
• Experience working with SaaS applications.
• Graduate degree (e.g., MS, MBA) and/or industry certification.

Physical Requirements:
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.

• May require prolonged periods of sitting at a desk and consistently working on a computer with repetitive motion.
• The need to occasionally move around the office to access filing cabinets, storage cabinets, and office equipment may be necessary.
• Must be able to lift up to 25 pounds occasionally by utilizing proper lifting techniques and working in a safe manner.

Disclaimer
The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.