IS Team Lead, MyNM Service Center, Full-time, Days

Company Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry.

As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system.

At Northwestern Medicine, we pride ourselves on providing competitive benefits : from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees.

Ready to join our quest for better?

Job Description

The IS Team Lead , reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The IS Team Lead will provide guidance and coordinate the activities of a cross functional operational team which supports Northwestern's employee call center, MyNM Service Center.

This team includes Information Services analysts who support quality, training and performance management for the call center.

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care.

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization.

To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly.

The MyNM Service Center is accountable for :

• All Tier 0 resources published via our employee portal
• As portal owner, engage various teams to create and publish employee facing content
• Implement self-service drivers such as NoVA (Virtual Agent) to increase direct access / portal adoption
• Provides Tier 1 support for NMIS, HR and other system functions through various contact channels
• Develop and administer training and content resources for SC Reps providing Tier 1 support
• Implement training and knowledge driven framework to enhance the overall employee and agent experience
• Implemented quality framework to enhance the overall quality of resolutions provided to our workforce
• Collaborate with Service Line teams to deliver process and technical solution with the end goal of creating seamless end-user experiences
• Use a data-drive approach to identifying opportunities for process / technology improvement

Responsibilities :

• Supports the team in the quality, training, performance management initiatives.
• Management of information systems projects which support the Service Center. Prepare project plans, accurately estimates project timeframes and resource requirements.
• Identify required skill sets, obtain project and resource allocation approvals and assign project tasks ensuring both successful task completion and staff development.

Produce project status reports. Manage the project team, including clients, vendors, consultants, and IS staff.

Responsible for working with project teams to ensure that established design and quality standards are maintained. Review project team techniques and ensure that IS guidelines are followed for;

system and integration testing; user and operations documentation; and user and operations training.

• Ensures appropriate support documentation completed and available.
• Continually develops professional and technical skills.

Position Differentiators

• Expert support leadership provided for complex projects; manages high risk projects.
• Establishes and manages multiple priorities
• Guides individuals and or teams in development of project plans including; detailed task lists, work breakdown structures, resource estimates, and schedules.

Conducts the overall monitoring of projects in process. Coordinates preparation of project status reports to I.S. management and the client community.

Provides effective direction for assigned projects. Anticipates project roadblocks and removes barriers to success. Continually provides work direction for the project team, including : activity scheduling, resource assignment, and work review.

Responsible for the appropriateness, applicability, and quality of all work associated with assigned projects.

Works with client departments to develop project requests in line with the capital and operating budget request processes.

Facilitates IS team education relative to use of standard IS practices for project initiation and approval. Assists departments with identifying project costs, quantifying benefits and evaluating alternatives.

• Gains thorough understanding of both the business operation and the application systems. Is able to provide the client departments with functional options that maximize the effectiveness of the computer system.
• Works with analysts, management and client departments to develop and achieve quality targets. Improvement areas should include system stability, cost, appropriateness, IS responsiveness, and other customer driven initiatives.
• Provides the highest level of technical and analytical expertise in the application software, tools, and interfaces that support the system.

Understands the interaction of systems upon each other, the network, and the computer hardware.

Gains an understanding of the business operation and analyzes its interaction with the application systems. Assists the client in evaluating and understanding the operational impact of new or modified systems.

Recommends functional improvements, both in the application system and the department operation.

• Manages the expectations of the client department. Utilizes project planning documentation, reports, and presentations to ensure that management and clients have a clear understanding of the project deliverables.
• Keeps abreast of the latest software and hardware technologies through industry publications, seminars, and user groups.

Additional Functions

• Escalates decisions relative project plan modifications that have a major / significant impact on project outcomes.
• Escalates decisions relative to changes in financial outcomes - including requirements for additional resources including recommendations for additional hardware, software or support that requires unplanned budget expenditures.

Qualifications

Required :

• Bachelor's equivalent work experience
• 5 Years of relative experience

Preferred :

• Experience in leading Information Services projects
• Experience in delivering formal presentations
• Excellent verbal and written communication skills
• Healthcare knowledge and / or experience
• Knowledge of business areas, especially those represented on team

Additional Information

Northwestern Medicine is an affirmative action / equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

If we offer you a job, we will perform a background check that includes a review of any criminal convictions. A conviction does not disqualify you from employment at Northwestern Medicine.

We consider this on a case-by-case basis and follow all state and federal guidelines.