Director of Clinical Applications

CUCS is a premier human services organization in New York City, dedicated to addressing homelessness, poverty, and mental illness. With an annual operating budget exceeding $100 million, CUCS empowers thousands of individuals each year through integrated housing, health, and social services. Our 700+ employees deliver innovative programs, including supportive housing, medical and mental health care, employment assistance, and professional training for service providers. As a leader in the sector, CUCS is committed to expanding its impact and enhancing strategies to support its mission of fostering stability and opportunity for the communities we serve.

The Director of Clinical Applications is responsible for the strategic oversight, development, and continuous improvement of CUCS's electronic health record (EHR) system (currently AWARDS). Reporting to the Deputy Chief Strategy Officer Position, this role ensures that the EHR system(s) is effectively leveraged across all programs to support client care, maintain compliance, and enhance organizational efficiency. The Director leads the Clinical Applications Support Team and collaborates with internal departments and external vendors to ensure system functionality, end-user satisfaction, data integrity, and regulatory compliance.

Essential Functions include, but are not limited to:

• Supervise and provide strategic leadership to the Clinical Applications Support Team.
• stablish and monitor departmental goals and performance benchmarks aligned with agency priorities.
• Promote a culture of accountability, innovation, and continuous improvement.
• Support team members in professional development and skill-building activities.
• Direct the planning, design, testing, and deployment of new forms, modules, and workflows within the EHR system.
• Assess emerging system functionalities and lead organizational decisions regarding adoption and implementation.
• Lead the implementation of the EHR for new program launches and major system changes.
• Ensure delivery of high-quality project execution, documentation, and post-implementation support.
• Oversee the development, delivery, and ongoing refinement of EHR training programs and materials for end-users.
• Evaluate staff training needs and ensure tailored instruction that supports compliance and usability.
• Promote best practices in system use to support staff efficiency and service quality.
• Develop and maintain policies and procedures for clinical application access, usage, and support.
• Oversee the helpdesk function to ensure timely, accurate, and high-quality support to EHR users.
• Analyze user support trends and implement solutions to address recurring issues or knowledge gaps.
• Provide direct technical assistance and troubleshooting support as needed.
• Conduct regular audits of the EHR system to ensure data accuracy, completeness, and compliance with applicable regulations and internal standards.
• Collaborate with Strategic Operations teams to address issues related to documentation, privacy, and reporting.
• Support data governance efforts through standardization and process improvements.
• Serve as the primary point of contact for the EHR vendor and other related third-party technology partners.
• Manage vendor performance, system upgrades, and resolution of escalated issues.
• Ensure contract terms meet organizational requirements and are aligned with service delivery goals.
• Assess agency-wide system needs and identify opportunities for enhanced functionality or efficiency.
• Lead the evaluation and selection process for alternative EHR systems when appropriate.
• Oversee all phases of system transitions, including change management, migration planning, implementation, staff training, and post-transition support.
• Represent the Strategic Operations team on cross-functional initiatives related to clinical documentation, reporting, and service delivery.
• Lead or contribute to agency-wide projects that advance organizational strategy and performance.
• Carry out other duties or special assignments as directed by senior leadership.

Expectations, include but are not limited to:

• Demonstrate proactive and dependable leadership in clinical systems management by preparing for and actively participating in regular supervision with the Deputy Chief Strategy Officer. Provide timely updates on EHR enhancements, system performance, data integrity initiatives, user support trends, and staff supervision. Incorporate feedback with accuracy, transparency, and consistent follow-through.
• Model professionalism and accountability by fostering collaborative, respectful relationships with program leadership, clinical and administrative staff, vendors, and external partners. Represent CUCS with integrity and ensure all activities are conducted in alignment with agency policies, procedures, and ethical standards.
• Promote a supportive, solutions-focused team environment by leading and participating in interdepartmental meetings, training initiatives, and agency-wide quality improvement efforts. Encourage continuous learning and adoption of best practices in clinical application usage, documentation, and regulatory compliance.
• Serve as a key liaison between the Strategic Operations Department and internal stakeholders to ensure clinical applications and workflows are responsive to operational needs, programmatic models, and broader agency strategies.
• Collaborate with the Deputy Chief Strategy Officer to develop, implement, and refine EHR protocols, user policies, and documentation standards that are compliant, adaptable, and aligned with service delivery models.
• Exercise sound judgment when managing system challenges, user escalations, and implementation efforts—ensuring prompt resolution and appropriate communication with leadership and stakeholders to maintain workflow continuity.
• Supervise assigned staff with a focus on performance development, accountability, and service excellence. Provide clear direction, timely feedback, and mentorship to support the team's effectiveness and professional growth.
• Stay current with innovations in electronic health records, data security, and clinical documentation to inform systems planning and ensure CUCS's EHR environment remains effective, compliant, and forward-thinking.

A. Education & Experience

• High school diploma or equivalent with a minimum of 9 years of directly related experience, including at least 5 years in an EHR leadership or systems administration role
• Bachelor's Degree in Health Informatics, Public Health, Social Work, Information Systems, Healthcare Administration, or a related field preferred; Minimum of 5 years of relevant experience required, with progressive responsibility in EHR systems management, health/behavioral health operations, or clinical systems support.

B. Certification/License

• Certification in health IT systems, EHR platforms (e.g., Foothold/AWARDS), or project management (e.g., PMP) is a plus.

C. Knowledge, Skills, and Abilities

• Strong understanding of workflows in health and/or behavioral health environments.
• Ability to translate clinical and programmatic needs into technical system solutions.
• Strong project management and organizational skills, with proven ability to manage competing priorities.
• Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with the ability to foster relationships and resolve issues constructively.
• Strong vendor management, negotiation, and problem-solving capabilities.
• Demonstrated initiative and accountability in leadership roles.

Benefits We Offer:

• Annual Time Off Benefits: 17 days of PTO for new hires, 20 days of PTO after 1 yr of service, 27 days of PTO after 5 yrs of service, 10 Sick days, 3 personal days, 12 paid holidays
• Comprehensive medical, vision, and dental plans
• Employee Assistance Program (EAP)
• 403(b) Retirement Plan, Employer contribution and match contribution after 2 years of service
• Pre-tax savings plan (including Flexible Spending Accounts and Commuter Benefit Plan)
• Transit Subsidy
• Paid Family Leave; Short-Term Disability insurance
• Health Savings account
• Life insurance
• Tuition reimbursement

The salary range is based on several factors, including, but not limited to, overall experience, relevant experience, education level, certifications, applicable skills, and expertise