Manager IT - Physician Practices

Summary: The Manager IT Operations, Practice Management reports to the Senior Director of Crozer Health (CH) Information Technology and President of Crozer Health Medical Group (CHMG) and responsible for the strategy, training and implementation of technology throughout the CHMG who contributes to the long-term vision through implementation of IT. Provides IT operations support to offices for the organization’s standard hardware, software and voice/data network solutions. Responsible for supporting the installation and life-cycle maintenance of PCs, servers and LAN network connectivity equipment. Acts as the primary point of communication between CH IT and CHMG Operations, business and functional units. Performs local administration and operation functions, as appropriate, in accordance with CHMG standards, policies and procedures.

Responsibilities:
Manage IT operating costs, ensure projects and operations are within budget; collaborate and participate on projects and ensure mitigating strategies or contingencies are appropriately applied to anticipated risks and when issues arise.

Manage the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including servers, PC’s, operating systems, telephones, software applications and peripherals.

Work with staff and partner with CH IT to develop strategies and plans to enhance user experiences, improve effectiveness and foster innovation.

Visible within all office practices and consults with physicians and staff on policy issues and operating procedures, and informs and advises on the potential impact of any new technology or upgrades to current applications affecting the information technology environment

Maintains familiarity with and knowledge of best practices in technology; can research best practices and propose means to incorporate them into health network process/systems.

Assumes additional duties and responsibilities as required


Job Responsibilities

• Continuously carries out the Crozer Health Mission to attain excellence in the provision of healthcare services by consistently fulfilling the commitment to quality, and by compassionately and skillfully delivering continuously improving total patient centered service
• In cooperation with CH Senior Director, IT, local operations staff and key users, provides strategic, budgeting and disaster recovery/business continuity planning to offices and staff in multiple physician practice operating.
• Serves as the technical and communications liaison to and from stakeholders and office key users or IS communications, initiatives, needs assessment etc.
• Collaborates closely with the business to analyze the current state and participate in future state directions.
• Provides collaboration and direction to project teams to design, develop, deploy and sustain solutions that meet applicable business requirements.
• Allocates and directs resources to accomplish tasks, and maintains control of schedule(s) and deliverable quality.
• Responsible for resolving issues and mitigating risks, escalating issues/risks when appropriate.
• Acts as team's interface to IT and Business Partners; develops/maintains strong relationship with vendor teams and vendor management.
• Escalation for technical/application support that requires and on-site presence
• Monitors security & regulatory compliance in accordance with IS standards, policies and procedures and healthcare governing bodies.

Communication

• Ensures practice is well informed, at all times, of changes and news worthy events within our company.
• Effectively communicates relevant practice information to superiors.
• Handles difficult personnel situations directly, using appropriate discretion, HR advice, and respect for the individual.
• Promotes us through speaking engagements at industry conferences and involvement in local business organizations.

Technical Understanding

• Evaluates and redesigns practice offerings.
• Understands the implications of different technical choices and is able to guide our clients to the best solution for their situation.

Professional Qualities
Leadership

• Achieves excellence in all areas of business.
• Champions change and effectively manages the implementation of new ideas.

Teamwork

• Reinforces team approach throughout practice both on client projects and internal initiatives.
• Supports and solicits input from team members at all levels within the organization.
• Ensures regular team and practice events take place away from the office.

Client Management

• Communicates effectively with clients to identify needs and evaluate alternative business solutions and strategies.
• Continually defines ways to increase customer satisfaction and deepen client relationships.
• Maintains lasting client relationships.
• Ensures practice delivers superior solutions to clients.
• Provides senior level resolution to client issues.

Organizational Responsibilities

Innovator Development

• Participates in all programs and enforces all policies relating to performance evaluations and career development planning.
• Reviews management evaluations for consistency.
• Impresses upon management the importance of the career planning and performance evaluation programs.
• Creates an environment where Innovators can successfully achieve professional career path goals.
• Manages the development of project managers and senior managers.
• Assigns tasks to practice management that give managers an opportunity to grow.

Internal Operations

• Reviews status reports of Project Managers and Senior Managers and addresses issues as appropriate.
• Lends expertise to internal teams and task forces.
• Enforces standard policies and procedures.

Education: B.S. Degree in computer science or related field or similar work experience.

Experience: Minimum of 5 years’ experience supporting EHR applications in a complex environment, preferably in Healthcare information systems department. Must communicate in an articulate manner, both verbal and in writing and has a pleasant and helpful manner. Highly organized and efficient, completing tasks by deadlines, with quality. Ability to handle multiple tasks and prioritize effectively.

Skills and Abilities: Demonstrated strong project management skills and understanding of emerging technologies. Previous experience working in a collaborative environment, managing multiple projects and working with cross functional teams. Proficiency with MS Office, MS Teams and EHR (ambulatory health record a plus). Highly organized and efficient, completing tasks by deadlines, with quality. Ability to handle multiple tasks and prioritize effectively. Willingness to travel locally to all sites.