Clinical Systems Application Support Manager

Job Description:

The Manager of clinical systems support team leads support and technical teams within Digital Technology Services (DTS), with responsibility for daily and ongoing support of several clinical systems (primarily EPIC OpTime, along with several others within STERIS, Stryker, Intuitive, Brainlad, and ProVation offerings). The role will be critical to the success of our clinical workflow and will partner closely with Customer Experience teams to ensure excellent customer experience.

This position is a key to support of our clinical systems with T2 and T3 support and configuration responsibilities. This role will require an ability to partner with internal and external teams for issue resolution. As a DTS leader, this position is accountable for driving a culture of safety, accountability and engagement by, 1) ensuring work focuses on patient safety, 2) creating a positive work environment, 3) celebrating team's successes, and 4) developing new leaders and leading by example.

Scope

The position reports to the Director of Clinical Systems and works closely with Intermountain's leaders and strategic partners (e.g., EPIC, DTS Ops, Adoption and Support, operational partners within clinical spaces, such as Surgical Services) to optimize, to innovate, maintain levels of service, and to provide knowledge transfer to technical staff on these applications.

Location

The role is hybrid and will require travel to areas where Intermountain conducts business. Candidates who live in, or are willing to relocate to, Utah, Idaho, Nevada, Colorado, or Montana and are within a reasonable commuting distance to an Intermountain Health care site are preferred.​ Currently, we are not hiring remote workers in the following states: CA, CT, HI, IL, MA, MN, NY, PA, RI, VT, and WA. Please note that a video interview through Microsoft Teams will be required as well as potential onsite interviews and meetings.

Job Essentials

1. Effective collaboration with EPIC counterparts to ensure system reliability and stability.
2. Serves as an internal consultant to DTS as well as clinical and business areas.
3. Keeps abreast of new care delivery developments (e.g., ambulatory, acute, post-acute) and trends in areas of technical developments and business expertise. This includes maintaining a high-level understanding of the technical and functional architecture of assigned systems and integration, along with relationships to create in-depth knowledge where necessary.
4. Understands the security and compliance requirements and complies with all policies and procedures of assigned systems. Advises clinical/operations leadership and stakeholders for area of expertise on strategic changes that may impact security, workflow, or the business.
5. Directs teams to manage projects and optimization requests to completion, on time and within budget and leads complex projects that may cross service areas/divisions.
6. Works closely with other DTS, system leaders and vendors in identifying, evaluating, and selecting specific clinically-related software / hardware for approved projects.
7. Serves as a point of escalation for complex issues and problems per service levels and per DTS Standards. Collaboratively works with peers, internal and external stakeholders, and vendors to ensure business needs are met.
8. Collaborates with DTS peers and key clinical stakeholders to actively improve data quality in support of the organization's data, alert and analytics goals.
9. Represents the company when dealing with clinical and related systems vendors or other external entities.
10. Attracts, develops and maintains top talent to continually raise the bar on the capabilities and deliverables of the organization. Mentors and coaches managers/supervisors and other team members and ensures that there is an adequate management succession plan in place. Builds a winning culture with a repeatable, process-based approach that recognizes the interdependence of all key stakeholders in the solutions delivery process.
11. Responsible to plan and manage the daily operations of clinical systems service delivery within the parameters of their departmental operating and capital budgets.
12. Responsible for daily operating performance of clinical applications, cloud services, integrations and customer support in the defined portfolio in alignment with the organization's defined methods and metrics (e.g., IT Service Management, Technology Business Management, Agile, other Systems Development Lifecycles).
13. Participates in the definition of the overall Intermountain quality standards and best practices. Ensures that teams are compliant with these standards.
14. Responsible for directing the work of employees for area of responsibility, including staffing, goal setting, coaching and mentoring, employee recognition, engagement and training, and performance management which includes addressing performance concerns through corrective action.
15. Manages customer, stakeholder, and vendor relationships and expectations. Focuses on solutions and strategies that create win / win situations both inside and outside of the organization.
16. Regularly communicates with staff through huddles, team meetings, individual one on one meetings, rounding and skip level interviews as appropriate, and manages resource allocation to projects to ensure timely delivery within budget and according to requirements.

Minimum Qualifications

- Bachelor's degree in business, clinical or allied health, computer science, information management or other technical field and four years of experience in multiple I.S. disciplines. Degree must be from an accredited institution and will be verified.
- Experience with multiple technologies, processes and environments with a proven ability to direct strategy and operations (e.g., packaged applications, HL7 integration of applications, service-oriented architectures, highly available, scalable, and secure solutions, client-server, Interactive and Batch applications, frameworks, architectures, database programming languages, release and configuration management, various development methodologies, emerging technologies)
- Demonstrated effective leadership, negotiation and influencing skills.
- Demonstrated strong ability to communicate effectively to clinical and business stakeholders (e.g., physicians, nurses)
- Demonstrated strong analysis, problem resolution, judgment and decision-making skills, to effectively prioritize and execute tasks in a high-pressure environment and to work closely with clinical and business stakeholders toward desired outcomes.
- Demonstrated ability to think strategically and make effective decisions.
- Demonstrated ability to build strong teams to complete complex projects and to lead caregivers and teams outside of span of control.
- Experience working in a team-oriented, collaborative environment.
- Demonstrated results orientation, initiative, attention to detail, and customer service orientation.
- Proven negotiation and influencing skills.
- Experience using word processing, advanced or complex spreadsheet and database applications, internet and e-mail and scheduling applications, as well as computerized tracking systems.
- Experience in a role requiring effective verbal, written and interpersonal communication skills.

Preferred Qualifications

- Epic OpTime experience (highly preferred)

- Experience supporting perioperative third-party applications and device integrations (for example, STERIS, Stryker, Intuitive, Brainlab, and ProVation)
- ITIL certified

Additional Information

This is an exempt, full-time position. Pay offers are determined by prior years of relevant experience within the established pay range. In addition to the annual salary, to show our commitment to you and assist with your transition, we may offer a sign-on and relocation bonus when applicable. With this position, you are eligible to participate in the Annual Pay for Performance (AP4P) Plan. This plan enables Intermountain Health to provide leaders with an additional performance compensation opportunity. The AP4P award opportunities are calculated as a percentage of your base salary. Awards are paid out based on attainment of selected Board-approved goals.

Physical Requirements

Interact with others by effectively communicating, both orally and in writing.
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Operate computers and other office equipment requiring the ability to move fingers and hands.
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See and read computer monitors and documents.
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Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
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May require lifting and transporting objects and office supplies, bending, kneeling and reaching.

Location:

Lake Park Building

Work City:

West Valley City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$59.50 - $91.84

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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