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Job Summary
The Manager of Digital & Patient Access is responsible for leading and managing teams that deliver implementation, support, maintenance, and optimization of applications, systems, and technologies.
The Digital & Patient Access team supports Epic and 3rd party applications used by supported departments. This includes collaborating with other IT and Operational stakeholders to ensure a cohesive, integrated product offering.
Epic is the primary software vendor, but responsibility does include other software vendors. This position will work with internal and external stakeholders to understand the operational needs, design, and implement solutions that meet the business requirements, and ensure the quality and reliability of the Epic applications and integrations.
This position will foster a culture of excellence, innovation, and collaboration.
Job Specific Responsibilities
- Manages analyst performance and prioritizes workload and assignments of team members to meet business needs.
- Provides input into department goals and professional development.
- Assists in the development of budgets and ensures adherence to approved budgets.
- Oversees, with the assistance of director and human resources, the recruiting, hiring, counseling, appraising, and terminating employees.
- Identifies personnel development needs, provides training opportunities, and conducts annual reviews for employees.
- Provides leadership and ensures success of supported Epic applications.
- Assists in the development of policies and procedures to accompany processes which involve supported applications.
- Provides a support model for end-users that facilitates issues resolution.
- Represents and facilitates the communication between IT and operational areas.
- Participates in the selection process of new IT systems and software.
- Recommends technology solutions that can improve the quality and efficiency of clinical and operational processes.
- Collaborates with the internal teams, consultants, and vendors to develop special reports / systems related to supported applications.
- Provides high-level project oversite utilizing standard departmental process and tools to ensure SLA compliance.
- Promotes and facilitates teamwork across all IT departments.
- Reacts quickly and appropriately to situations, such as anticipating needs, making informed decisions, and seizing opportunities.
- Escalate issues quickly to director and other involved teams as necessary.
- Supports the IT Directors in identifying current and future information technology needs and opportunities.
- Ensures the integrity of electronic data, achieved by managing thorough analysis of vendors and their products, and creating and adhering to process methodologies, policies and procedures for software support and maintenance.
- Participate in on call coverage responsibilities.
- Performs other related duties and responsibilities as required or requested.
Education and Experience
- High School Diploma or GED (bachelor’s degree highly recommended)
- Minimum of three (3) years recent experience in IT healthcare, EHR development, and / or implementation
- Experience with Epic EHR preferred
- Knowledge of industry standard practices in application support function
Required Licensures / Certifications / Registrations
- Certification in at least one (1) Epic Application is required within six (6) months of hire
- ITIL certification required or obtained within one year of hire.
- If the employee currently holds a clinical licensure or certification, the employee must maintain their licensure or certification in accordance with their respective state governing board.
The employee holds complete responsibility for all activities, education, and training required to maintain their clinical licensure or certification.
Knowledge, Skills, and Abilities
- Leadership skills including project management and organizational abilities
- Ability to communicate effectively via verbal or written methods
- Ability to interpret and complete technical assignments independently
- Knowledge of healthcare operations, workflows, policies, and regulations
- Ability to work effectively in a fast-paced and dynamic environment.
- Possesses outstanding problem solving / resolution skills
- Possess general knowledge and understanding of supported applications
- Must be able to understand and redefine processes in order to effectively implement technology solutions
Interaction with Other Departments and Other Relationships
- Internal : Requires interaction with all UMC departments, medical staff, technical personnel at TTUHSC and UMC Physicians, and future connect affiliates.
- External : Works with multiple vendors from both a sales and support perspective.
Physical Capabilities
- Work is of medium demand; walking, sitting, and standing most of the time while on duty.
- Occasional lifting of equipment is required.
- Adequate hand / eye coordination and fine motor skills required for typing.
- Talking and hearing is essential in dealing with co-workers and customers.
Environmental / Working Conditions
- Works is a well-lighted, heated, and ventilated building.
- Hours may vary to accommodate the needs of other departments.
- Many system management functions can only be performed during non-peak hours.
- Normal work hours are from 8 : 00am 5 : 00pm Monday Friday.
Direct Reports
Application Analysts
Supported Applications may include but are not limited to :
Digital Health and Patient Access
oGrand Central
oCadence
oPrelude
oMyChart
oHelloWorld
oWelcome
oOTHER KEY 3RD PARTIES
Eligibility
Telehealth
Referrals
UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
- Request for accommodations in the hire process should be directed to UMC Human Resources. *
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