Position Purpose

This position of the supervisory role within IT teams focused on supporting healthcare-related applications, such as Epic, as well as other third-party systems. Responsibilities include overseeing daily IT operations, managing and developing staff, coordinating system design and maintenance, ensuring quality service performance, and leading enhancements of clinical and administrative applications to improve efficiency and patient safety.

Nature and Scope

IT Supervisors are entrusted with responsibilities that keep a company's technological operations running smoothly. Their main duties include:

Performance Improvement: Responsible for continuous performance improvement, identifying opportunities and risks, and implementing strategies to achieve better performance.

Employee Engagement: Expected to support company culture, create employee engagement, and motivate employees to be more engaged in their work duties and interactions.

Data Accumulation: Accumulate data, develop findings, conclusions, and recommendations, and assist with initiatives to improve organizational performance.

Leadership: Takes initiative to assist in hiring new team members, ensure team members focus on organizational goals, and manage HR aspects, including retention, discipline and performance improvement activities.

Problem Identification and Resolution: Oversee daily production problems/issues, ensure quality testing, and diagnose issues to resolve unplanned system outages.

System Management: Evaluate and document operational performance, complete service requests/problem resolution for complex systems, and participate in RFP/RFI activities.

Project Coordination: Assist in assigning team members to projects, determine work effort estimates, and develop remedies to eliminate project roadblocks.

Team Building: Ensure new hires are provided onboarding and training, encourage team collaboration, and lead team meetings.

Training & Education: Facilitate training sessions and mentor team members and encourage growth and development.

Technical Support and Troubleshooting: Ensure timely response to technical issues and resolve escalated problems efficiently. May be required to provide after hours on-call support.

System Analysis and Design: Perform complex system analysis, design and simulation, and develop innovative solutions for demanding business/clinical situations.

Policy Adherence: Adhere to established policies of the organization.

Duties & Responsibilities :

• Takes direction from, and collaborates with, the Epic and Applications Leadership team on work priorities, build methodologies and manages the resolution of escalated issues.
• Optimizes the delivery of services at the enterprise level to realize an integrated (business/technology/healthcare) strategy.
• Demonstrates the level of alignment between strategic goals and key technology decisions.
• Enumerates, analyzes, catalogs, and suggests improvements to the support service integration processes of the enterprise, as needed, to support strategic and operational goals.
• Responsible for ensuring team/cross-team collaboration, a high level of customer satisfaction, and strong team cohesion, mentorship and positive morale.
• Evaluates and presents information that will facilitate effective and timely decision-making through written and oral communication that effectively summarizes findings with recommendations.
• Creates technical process models/flows that show technical integration points between systems, platforms and solutions as requested.
• Participates in the recruitment and selection of technical staff, encourage and develop training programs and methodologies for career growth.
• Demonstrated knowledge of project management, systems analysis, customer relations, and vendor management.
• Strong knowledge of technology lifecycle management, such as hardware and software.
• Knowledge and experience regarding the practical application of security/risk concepts, standards, and regulations in the enterprise.
• Strong technology research skillset with proven ability to present technology alternatives based on scope-level business concepts.
• Takes direction from, and collaborates with, organization leadership on work priorities, build methodologies and manages the resolution of escalated issues.
• Provide direct supervision to a team of staff and indirect supervision to the remainder of the assigned application team(s).
• Act as primary support contact for their respective application(s).
• Assure SLAs for incidents are met and project timelines and deliverables are achieved.
• Operates and manages with financial responsibility and adherence to the mission and vision.
• Handle and maintain confidential information.
• Work independently or cooperatively as a team member and supervisor.
• Work with multi-disciplinary groups and facilitate meetings.
• Ability to prioritize tasks.
• Independent decisions making.
• Ability to work in a fast-paced and rapidly changing environment.
• Other duties as assigned.

This position does not provide patient care.

Disclaimer

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Minimum Qualifications
Requirements - Required and/or Preferred

Name

Description

Education:

Must have working-level knowledge of the English language, including reading, writing and speaking English. Bachelor's Degree in a health, science, or business field, or an equivalent level of professional experience required. Bachelor's degree in information technology, Business, or related field strongly preferred. Experience in related fields may be substituted for education.

Experience:

5+ years proven experience working in an Information Technology or software vendor organization within the healthcare industry.

License(s):

None

Certification(s):

Certification or Accreditation may be required on application(s) supporting. Must stay current on new version and obtain re-certification as applicable.

Computer / Typing:

Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word, and use department specific computer applications, online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.