Oregon Health & Science University Foundation

Support Engineer

• Provide known fixes or workarounds that contribute to customers being returned to service in a timely fashion.
• Triage all incoming Service Requests to the Service Desk and either resolve the request or escalate them to the relevant second or third tier support team.
• Maintain accurate records of customer interactions using ITG’s Service Management platform.
• Accurately assess the Impact and Urgency of Service Requests and Incidents.
• Contribute to Problem Management efforts by recognizing patterns amongst seemingly disparate issues.
• Respond to customer requests for information by either providing documentation or by giving “how-to” instruction.
• Provide first contact resolution for most customer issues around encryption support, account lockouts, account provisioning, and other common issues.
• Appropriately escalate those Service Requests that cannot be resolved on the initial interaction.
• Collaborate with teammates through the approved collaboration platforms (MS Teams, Jira Confluence wiki, SharePoint).
• Maintain familiarity with support information in the FTS wiki (see Documentation below).
• Maintain familiarity with OHSU-wide information sources such as OHSU Now, O2 (OHSU’s intranet), ITC Knowledge Community, etc.
• Maintain familiarity with the roles of other teams within ITG so that incoming support requests can be escalated appropriately.
• Maintain superior oral, written and aural communication skills and pro-actively build relationships, respect, and trust with customers and colleagues.
• Provide follow up customer communication when necessary.
• Contribute to the FTS wiki by updating and adding information where needed.
• Help with testing of new ITG services and Microsoft and Apple security patches and upgrades, as appropriate.

Computer User Support Analyst, Level 2

Program Manager

• Provide enterprise-level leadership for the Office of Advanced Practice
• Lead the implementation and ongoing management of highly complex, cross-functional initiatives
• Shape, prioritize, and oversee cross-functional operational strategies and resource plans
• Serve as a key strategic advisor to senior leadership on APP workforce strategy
• Act as the institutional subject matter expert for the Advanced Practice United (APU) Collaborative Bargaining Agreement
• Identify and mitigate enterprise operational risks
• Exercise independent judgment and decision-making authority in resolving operational challenges
• Lead and influence enterprise-wide alignment across departments
• Drive organizational growth, workforce expansion, and operational redesign
• Lead change management efforts associated with new APP workforce models
• Partner with Chairs, Department Administrators, and clinical leadership to align APP workforce deployment with clinical, academic, and access priorities
• Ensure APP-related activities support institutional goals for quality, service excellence, research, and education.

Program Director

Communications

• Coordinate the planning and administration of OHSU and HMC Unified Communications related projects at different stages of completion and on an ongoing basis.
• Provide consultation and technical support to OHSU and HMC departments in implementation and operation systems.
• Provide user support problem resolution / resolution and training for Unified Communications users.
• Review scope of projects and/or work orders to determine objectives, diversity of involvement, training and resources required.
• Develop a schedule and monitor project status to assure progress toward completion.
• Participate in design, planning and operational review meetings.
• Contact hospital, university, academic, research and clinical department directors, managers and staff to provide consultation, technical assistance and estimate for customized Unified Communications design.
• Schedule and conduct required project meetings necessary for project completion.
• Provide project status reports to participants and telecommunications management.
• Modify project plans and coordinate changes with client and internal staff as necessary.
• Assist in the optimization of operational processes and updating service offerings.

Unified Communications Analyst – Telecom Services

Bilingual

• Contact Medicaid members, in both English and Spanish, to identify members who may qualify for the Health-Related Social Needs Medicaid benefit and connect members to supports
• Data entry of member interactions
• Data cleaning and basic analysis
• Other duties as assigned (e.g. supporting meetings and technical assistant offerings)

Bilingual Student Worker

Analyst

• Identity & Access Management system improvement and maintenance.
• Engagement in research with key stakeholders across the organization to ensure the best possible alignment of the new system to the needs of the OHSU community.
• Ensuring best practices for security, in an academic medical institution, are part of the new solution.
• Co-manage the program schedule, resourcing and action plans that gain stakeholder buy-in across multiple disciplines including healthcare, research and education.
• Identity & Access Management (IAM) System Development, Maintenance, and Optimization.
• Development of new features and enhancements based on IAM best practices and documented requirements from customer engagement and research.
• Implementation of IAM functionality such as access history, user access certifications, role-based access, and access governance features.
• Deploy production code updates to development, testing, and production environments, in a seamless process to ensure minimal downtime and customer impact.
• Develop reports for up/downstream system automation and end-users.
• Develop and improve testing methodologies and help develop comprehensive test plans to ensure project success.
• Serve as a SME (subject matter expert) and ambassador to other teams at OHSU and third-party collaborators for IAM systems regarding development, issues, requests, support, and improvements.
• Conduct research of key stakeholders (business, technical and end users) to ensure the best possible alignment of the IAM system to the account provisioning and access needs of the OHSU community.
• Diagnose provisioning problems and develop plans to correct problems with appropriate SMEs, prioritize fixes and enhancements, while communicating problem status.
• Work with DIA team to translate customer requirements for identity data integration and new features into executable specifications which can be used by the wider team to deliver.
• Ensure that development work and projects are following appropriate change management processes.
• Create and update internal system, process, and workflow documentation, and share with the DIA development team.

Senior IAM System Analyst

Administrative Assistant

• Administrative Support
• Coordinate annual performance appraisal process
• Support the new hire process by facilitating access requests new hire paperwork and ensuring all information is complete in employee file and OHSU information systems
• Maintain employee files
• Monitor corporate compliance and update HR information systems
• Process HR actions
• Provide standard reports to unit managers and respond to requests for information
• Act as liaison with other areas including HR, payroll and ITG
• Pick up and distribute paychecks
• Provide other administrative support as requested by unit managers
• Time and Attendance
• Assist manager to ensure accurate time and attendance records of staff
• Work with NRM to ensure time and attendance corrections are received
• Process historical adjustments, special check requests, overpayment adjustments and CNI payments
• Provide time and attendance management reports to unit managers for review
• Unit Staffing and Scheduling
• Enter unit schedule into scheduling system as directed by unit manager
• Provide training and support for unit schedulers
• Review and post final schedule in the scheduling system and on the unit
• Print and distribute daily assignment sheets
• Archive schedules and daily assignment sheets
• Process schedule changes in the scheduling system
• Ensure vacations are entered into the scheduling system per unit protocol
• Other duties as assigned by manager

Operations

• Collaborates with charge nurses to assess current and future staffing needs.
• Triages requests and works collaboratively with Mission Control and the Administrator on Duty group to meet hospital and operational needs.
• Uses extensive knowledge of OHSU Health’s complex patient population, procedures and protocols to correctly and equitably allocate available resources in accordance with clinical guidelines and/or collective bargaining agreements, when and where relevant.
• Complete staffing activities within tight time frames dictated by collective bargaining agreements.
• Provide complete documentation of issues surrounding shift staffing to alert supervisor and manager of items needing management follow up.
• Accurately enter data into scheduling database to facilitate the creation of reports for the Patient Care Services Division.
• Participate with other staff in on-call coverage.
• Utilize knowledge of timekeeping processes to complete entries for approximately 4,000 employees, including unusual circumstances and bargained agreements specific to individual areas. These entries include clock in’s and out’s, completing historical adjustments, entry of vacation cash out’s and special check requests, all per established protocols.
• Run KRONOS reports as requested, including manipulating data in Excel versions of reports
• Serve as resource for Float Pool and unit staff regarding payroll procedures and KTM usage
• Serve as resource for unit management staff for payroll and timekeeping questions
• Other duties as assigned

Healthcare Operations Specialist

Project Manager

• Collaborates with OHSU Practice Plan and School of Medicine leaders from planning through project completion.
• In consultation with Project Teams, facilitates identification of key stakeholders, communication needs and ensures appropriate stakeholder engagement throughout the project lifecycle.
• Delivers and maintains project document plans, reports and related communications and correspondence.
• Ensures a strong line of communication on project deliverables, timelines, updates, outcomes, risks and budget.
• Designs and recommends a method for regular stakeholder updates, taking into consideration standard work tools.
• Prepares and delivers presentations as indicated.
• Identifies and recommends approaches to issues and identifies the most effective means of solving issues, engaging best practices and doing so in a timely manner, thus ensuring project success.
• Serves as subject matter expert on the project.
• Engages others to join in a culture of collaboration and accountability for project deliverables.

Practice Plan Project Manager – Program Administrator 2

Human Resources

• Provide early and consistent input into large scale HR and/or organizational initiatives
• Work with key stake holders to offer innovative and integrated HR solutions to processes that translate strategy into tactics
• Work with senior leaders to define and design strategic initiatives
• Align HR strategies and practices with organizational strategies
• Lead organizational redesign process in partnership with Organizational Development/Effectiveness team
• Supports the organizational culture of DEIB and promotes our vision to achieve a people first culture
• Communicate policies and procedures to employees
• Anticipate and prevent future problems, taking initiative within role
• Anticipate leadership gaps and build action plans to address
• Understand business level metrics, use data to forecast current and future needs
• Collaborate with the Learning & Talent/Organizational Development team to curate resources and opportunities that develop common competencies and skills
• Help leaders understand and action plan around Employee Engagement Survey
• Act as coach and lead teams through change
• Lead and support client areas to achieve key Diversity & Inclusion metrics
• Partner with Talent Acquisition (TA) on department Workforce Planning
• Participate in recruitment planning and process for roles at the Management level and above
• Drive engagement initiatives and understand benefit and wellness plans
• Lead compensation change initiatives with customers
• Partner with Compensation team to resolve concerns brought forward by the organization
• Lead work around reorganizations, reclassifications, job description reviews, resolves issues, and communicate changes to leaders
• Partner with Advice and Counsel Center (ACC) on performance and departure issues

HR Business Partner

Business Intelligence Developer

• Propose, facilitate and document modifications to existing business processes and operational workflows.
• Analyze data in enterprise applications including Oracle EBS, Epic and Banner to meet reporting requirements.
• Conduct customer meetings to obtain system definition and design approvals or develop system or workflow interfaces, and requirements gathering.
• Analyze present and future system needs of customers and make recommendations on options and alternatives for implementing applications and systems or processes.
• Ensure data integrity and validity of applications and systems.
• Provide ongoing support, follow up and maintenance to existing applications and systems or workflows.
• Assist in the development and design of system interfaces and data integration to support BI Reporting, Analysis and Application needs.

Business Intelligence Analyst – Systems/Applications Analyst, Sr.

• Provide end-to-end project leadership for enterprise, business-critical initiatives within the Clinical Enterprise and Office of Payor Strategy, including programs that support complex payor negotiations, contract performance, and potential payor terminations; partner closely with executive sponsors, senior leadership, and cross-functional stakeholders to translate strategic direction into disciplined execution.
• Establish and manage project governance structures, operating cadence, and delivery infrastructure to support high-risk, high-visibility initiatives; tailor project management and change management methodologies to the specific operational, financial, regulatory, and reputational considerations of each initiative.
• Define project structures, recommend team composition, and clarify roles, decision rights, and accountability across highly matrixed, multidisciplinary teams; design and manage communication, escalation, and reporting processes to ensure transparency, alignment, and timely executive decision-making.
• Proactively identify, engage, and coordinate subject-matter experts across contracting, finance, legal, compliance, clinical operations, revenue cycle, communications, and external partners to support informed planning, risk mitigation, and successful execution.
• Develop and maintain integrated project plans that manage scope, timelines, resources, interdependencies, financial considerations, and quality standards; ensure delivery is aligned with organizational priorities, executive direction, and established project management best practices.
• Monitor project performance against milestones and objectives; identify risks, issues, and dependencies early; develop mitigation and contingency plans; and provide structured, executive-level status reporting, analysis, and recommendations.
• Actively assess and reconcile overlaps, conflicts, and dependencies across concurrent initiatives, operational priorities, and enterprise strategies to reduce risk, prevent duplication, and ensure coordinated execution across the organization.
• Operate effectively in fast-moving, high-pressure environments with significant financial and operational impact; manage competing priorities, tight deadlines, and evolving conditions while maintaining rigor, accountability, and quality of delivery.
• Build and sustain high-performing, highly engaged project teams by fostering collaboration, trust, and accountability across the full project lifecycle; proactively address team dynamics, barriers, and risks to maintain momentum and execution discipline.
• Design and execute tailored stakeholder engagement and change management strategies to drive alignment, ownership, and adoption across diverse clinical, operational, financial, and executive audiences; cultivate active sponsorship, reinforce shared accountability, and support leaders through periods of change.
• Serve as a central communication lead for assigned initiatives, translating complex, high-impact project activity into clear, actionable, and executive-ready communications; develop and deliver structured updates, briefings, and decision-support materials for operational leaders, senior leadership, and executive governance bodies.
• Design and manage project evaluation frameworks, performance metrics, and monitoring processes to assess progress, outcomes, and impact; leverage quantitative and qualitative data to inform key project decisions, course corrections, and executive recommendations.

Senior Project Manager – Program Administrator 3

Account Manager

• Facilitate and coordinate the daily operational functions of the Commercial, Customer Service and Self-Pay units.
• Review and work on the Customer Service and Self pay units High Dollar Delinquent Report to ensure prompt resolution through summary tracking documents and Manager’s e-mails weekly.
• Review Customer Service and Self pay units A/R levels, aging and weekly phone stats.
• Meet with the unit every week to review progress towards goals, address training issues, resolve questions, and promote exchange of ideas.
• Ensure that guidelines are implemented, enforced and updated as appropriate.
• Create development plans for those individuals who need additional assistance in a given procedure or skill set.
• Document any meetings and the feedback given.
• Review the team’s vacation schedules and reallocate work as appropriate.
• Schedule and facilitate regular weekly team meetings.

Self-Pay Coordinator, Patient Account Coordinator 2

• Use pharmacy hospital clinical knowledge to perform detail review and analysis of pharmacy dispense, verification, administration documentation, waste documentation and coding to ensure pharmacy billing compliance standards are met.
• Verify medication dosing unit of measure calculation based on specific National Drug Code (NDC) and for units administered to the patients.
• Ensure current up to date pricing by validating Epic applied pricing is consistent with external source, when inconsistency exist use experience and judgement to propose resolution.
• Review Healthcare Common Procedure Coding Systems (HCPCS) coding and Medicare billing quantity are appropriate to ensure maximize reimbursement and prevent payer denial.
• Analyze and validate accuracy of JW Waste Modifier documentation and perform manual calculation and charge when necessary.
• Trouble shoot; problem solve, communicate and collaborate deficiency.
• Maintain multiple follow-ups and work towards resolution with Nursing, Providers and Pharmacy Operations on deficiency to support billing compliance.
• Review false positive reports for deficiency and identify trends, resolve issues and plan remediation plan as necessary.
• Analyze and interpret paper medication documentations for non-Epic system charge and perform manual charge capture aka bulk charging in Epic Willow.
• Provide technical support in the design, implementation and ongoing monitoring of pharmaceutical charges across multiple pharmacy systems.
• Ensure pharmacy charge methods are in compliance with regulatory requirements.
• Work to continuously evaluate pharmacy systems that are used for charge capture and supporting documentation.
• Use the Omnicell Automated Dispense Cabinet report to assess medication utilization by hospital units.
• Utilize Workflow Rx system to remotely access Omnicell Carousel Medication Cabinet in order to view inventory and pharmacy dispense tracking.
• Run EPIC workbench, Omni center Firefox, Bobj reports to review details.

Hospital Pharmacy Revenue Analyst – Program Technician 1

• Use business requirements to develop BI solutions, including ad hoc operational and analytical reports, dashboards, and scheduled reports.
• Develops BI solutions using Business Objects: BOBJ Web Intelligence and Crystal Epic: Reporting Workbench reports & templates, Radar dashboards, SlicerDicer analyses, Column Editor, PAF creation, CER rules.
• Identify opportunities for leveraging existing reporting assets to meet business requirements.
• Work closely with other OHSU IT staff to meet expectations for design reviews and coding standards.
• Provide issue resolution during Quality Assurance / User testing.
• Troubleshoot and analyze data processing failures and data issues.
• Recommend changes to data models and metadata models to improve existing structures.
• Provide technical expertise to departmental analysts and clinical customers.
• Request migration of solution object through the SDLC.
• Validate and test with the customer as frequently as necessary to get sign-off that the solution meets the requirements.
• Conduct discovery sessions with end users to gather detailed requirements.
• Perform profiling of source data to identify data lineage.
• Serve as clinical BI content experts for cross-department projects.
• Oversee project task executions and report status to leadership.
• Facilitate coordination of solution with other groups.
• Continually work to improve existing processes and daily work.

Business Intelligence Analyst – Senior

Administration

• Supports assigned programs through administrative coordination, logistics, and project support.
• Ensures efficient daily operations and contributes to the planning and evaluation of program activities.
• Provides confidential coordination support to the OHSU Chief Pharmacy Officer/Senior Vice President of Pharmacy Services.
• Manages the needs of the office and serves as a communication link between the CPO/SVP and the staff.
• Emphasizes advanced technical knowledge, attention to detail, and coordinates administrative work and activities.
• Collaborates with departmental and institutional compliance SMEs, as well as budget owners when applicable.