Manager, IT Care Delivery Systems

HealthPartners is hiring a Manager, IT Care Delivery Systems. This position is responsible for managing a team that supports application and technical support of Epic Radiant, PACS and other imaging applications, as well as other non-Epic applications used in Radiology, Cardiology and Cancer Care. This position's scope encompasses staff, budgets, policies and procedures, and processes. This position is also responsible for supporting day-to-day customer relationships between the application owners, IT Care Delivery Systems (CDS) and other IT areas.

ACCOUNTABILITIES:

• Application Management:
  
  
  
  • Develops and oversees the documentation and implementation of the application management process within IT Care Delivery Systems and effectively applies it to assigned applications.
  • Ensures application management supports operational priorities and the Triple Aim principles.
  • Initiates proactive problem avoidance activities, with an eye towards continuous quality improvement processes
  • Oversees knowledge management processes within the IT Care Delivery area.
  • Monitors service levels against Service Level Agreements and objectives to ensure we meet our commitments.
  • Presents reports and data that represent the trends, problems, and service levels within IT CDS.
  • Works across organizational boundaries to involve appropriate IT areas.
  • Supports the IT Critical Situation process.
  • Participates in developing and implementing IT processes, procedures, and policies
  • Manages vendor relationships within IT processes, procedures, and polices.
  
  
• Staff Management:
  
  
  
  • Manages staff of programmers, analysts, principals, advisers and/or supervisors who are responsible for 24 x 7 application support.
  • Manages schedules to ensure that appropriate staffing is in place for covering technical support issues.
  • Maintains a qualified, motivated staff; Hiring and terminating staff as needed.
  • Manages staff education and development plans to ensure current technical skills, strong interpersonal skills and customer service skills are attuned to Care Delivery's needs and are positioning staff for future work.
  • Manages employee performance according to HealthPartners' guidelines, policies, processes and principles.
  • Develops and communicates overall performance expectations and guidelines for areas of responsibility. Completes annual performance reviews and establishes goals for assigned staff; Addresses performance and interpersonal issues.
  
  
• Customer Relationship Development:
  
  
  
  • Manages relationships with key customer areas to provide customer care and gather feedback.
  • Serves as primary focal point for application-related issues, and is responsible for communicating status to customers.
  • Participates on project teams for new technologies, applications or systems being implemented within HealthPartners to ensure that the Care Delivery System is prepared to support them and that Care Delivery Systems' needs are met.
  • Responds to customer inquiries, complaints and requests from IT Customer Relationship Consultants, escalating issues as necessary.
  • Represents IT culture in all customer dealings
  • Seeks out opportunities to develop new customer relationships
  • Educates customers about Care Delivery Systems operations, IT procedures, forms, etc.
  
  
• Financials:
  
  
  
  • Develops and manages annual budgets.
  • Reviews actual expenses against established budgets.
  • Reports and explains variances and forecasts.
  • Understands accruals, allocation methodology and activity drivers.
  
  
• Strategy and Process:
  
  
  
  • Maintains awareness of the latest developments in key areas of responsibility and brings forward opportunities that might benefit the organization, such as
    
    
    
    • Application trends in the health care industry, especially for assigned lines of business.
    • Software development and system integration industry practices.
    • Software industry developments.
    • Application or business trends in other industries that can be adopted in health care.
    
    
  
  
• Other duties as assigned

SKILLS/EXPERIENCE:

• Strong understanding of how to use software and system development methods, current IT technologies and infrastructures to evaluate, acquire, deploy and support applications and systems.
• Understands the Care Delivery environment, as well as system and application usage within the Health Care industry. Experience with supervising staff and understanding general Human Resource guidelines and policies.
• Understands budgeting s and how to manage budgets.
• Ability to work with multiple customers in order to communicate to the technical and non-technical customer.
• Excellent written and verbal communication skills with the ability to communicate difficult or complex issues and concepts to a wide variety of audiences.
• Excellent problem-solving skills.
• Excellent time and work management skills.

REQUIRED QUALIFICATIONS:

• 4-year Bachelor's degree, preferably in an information technology area, (or equivalent experience)
• 5+ years supervising staff in an application development environment
• 8+ years working experience in IT including application support
• General knowledge of and experience with application management methodologies and processes (e.g. change management, development management)
• Experience with application development tools

PREFERRED QUALIFICATIONS:

• Experience within the healthcare environment
• Understanding of HealthPartners' mission and values