Manager-Laboratory Systems Support

Job Description:

The Laboratory Systems Support Manager reports to the Director of Laboratory and Pathology Systems and leads support and technical teams within CTIS, with responsibility for project execution and daily and ongoing support of clinical laboratory systems. This position will coordinate closely with the Director of Laboratory and Pathology Systems, other CTIS leadership, laboratory leadership, and laboratory medical directors in prioritizing projects and support activities according to enterprise and business strategic direction. The manager of this team will work closely with other CTIS teams, Cerner and DXC to ensure support tickets and issues are being properly resolved. This role will require an ability to partner with internal and external teams for issue resolution. As a CTIS leader, this position is accountable for driving a culture of safety, accountability and engagement by: Ensuring work focuses on patient safety, creating a positive work environment, celebrating team's successes, developing new leaders and leading by example.

We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, Washington.

This position is fully remote with some expected travel for site visits, leadership meetings & trainings. | Schedule: Monday - Friday, 8AM - 5PM MST with on call availability on nights & weekends.

*Prefer candidates with Epic Beaker Certification & understanding of clinical laboratory workflows.

Scope

The position works closely with Intermountain's leaders and strategic partners (e.g., iCentra support teams, Cerner, I.S. Ops, Adoption and Support) to optimize, to innovate, maintain levels of service, and to provide knowledge transfer to technical staff on these applications.

Job Essentials

1. Collaborates with CTIS counterparts to ensure system reliability and stability.
2. Serves as an internal consultant to CTIS 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 CTIS, 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 CTIS Standards. Collaboratively works with peers, internal and external stakeholders, and vendors to ensure business needs are met.
8. Collaborates with CTIS 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. Responsible to plan and manage the daily operations of clinical systems service delivery within the parameters of their departmental operating and capital budgets.
11. 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).
12. Participates in the definition of the overall Intermountain quality standards and best practices. Ensures that teams are compliant with these standards.
13. 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.
14. 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.
15. Attracts, devel