Clinical Applications Manager, Patient Access

About the role

This IT Manager position will oversee teams that support revenue cycle and patient access systems. The role will apply expertise in health IT resource management, technology service delivery, revenue cycle, patient access, and hospital patient flow.

Responsibilities

• People Leadership:
  • Set and measure performance objectives for the team; approve or decline Supervisor-recommended hiring and performance actions (if applicable), including corrective action up to termination.
  • Execute performance management actions and document appropriately.
  • Provide day-to-day supervision, coaching, and regular one-on-one feedback to staff.
  • Coach, mentor, and manage Supervisors (if applicable) and staff to implement, maintain, and support software, configurations, and workflows within area of responsibility.
  • Support onboarding and skill development for team members; coach staff on software, configurations, and workflows within area of responsibility.
• Planning & Resourcing:
  • Assist Director with budget preparation for IT systems and services in area of responsibility.
  • Understand team capacity and allocate team members to roles and functions across delivery and domain responsibilities.
  • Gather data and understand where team members are over or under allocated and adjust accordingly.
• Requirements, Design & Governance:
  • Identify high-level business and information system requirements; recommend business process and workflow redesign to stakeholders in conjunction with other positions, such as experts, business relationship managers, and informatics.
  • Guide requirements-gathering and solution-design activities, including workflow design, for area of responsibility.
  • Define procedures compliant with departmental, health system, and university policy.
  • Work with IT management peers and appropriate analysts to identify, evaluate, select, and implement technology that supports business plans and IT strategy.
• Delivery & Performance:
  • Own delivery and SLA outcomes for the application suite in area of responsibility; ensure incident, problem, maintenance, and enhancement processes meet service commitments.
  • Develop relevant metrics, measure and publish service performance, and drive continuous improvement in collaboration with peer groups.
  • Utilize standard Service Now dashboards to monitor and manage team performance.
  • Act as a communication focal point between the team and other IT groups on changes, fixes, and updates.
  • Maintain and document team-level procedures consistent with departmental, health system, and university policy.
  • Ensure a high level of customer satisfaction among supported clinicians, researchers, and staff for services and products provided.
  • Assess opportunities to take advantage of existing tools and workflows to better meet user needs.

Education Qualifications

• Bachelor's Degree in a work-related discipline/field from an accredited college or university or >10 years experience in a healthcare setting required.

Experience Qualifications

• Five (5) years of progressive responsibility and directly related work experience required.
• Experience in a health care provider setting is strongly preferred. Health Care adjacent or life sciences experience may be considered.

Required Knowledge, Skills And Abilities

• Knowledge:
  • Background, experience, and performance that promotes a high level of credibility with clinical and research professionals.
  • Understanding the assigned Application portfolio and how it maps to clinical/business/research workflows and the other technical platforms.
  • General knowledge of IT governance models and decision rights (who owns what).
  • AI tooling landscape relevant to the domain.
  • Understanding of Electronic Health Records and/or other key vendor fundamentals.
  • Performance management mechanics — calibration, performance improvement plans, compensation bands.
  • Team capacity management/skills inventory for their specific function.
  • Near-term (quarterly/annual) roadmap sequencing and dependencies.
  • SLA structures and the incident/ticket lifecycle typical for the assigned systems.
• Skills:
  • Coordinating service delivery across user groups to maintain uninterrupted IT service.
  • Hands-on technical troubleshooting and operational problem-solving within area of responsibility; sufficient skill to ask the right questions and/or engage the appropriate technical expertise without needing to be an expert in every topic.
  • Day-to-day coaching and performance feedback delivery, including evaluating results and assisting with training.
  • Prioritization and tradeoff communication to stakeholders based on team capacity and assignments.
  • Excellent at written, verbal, diagrams/flows, and instructional content to relevant audiences including executive and peer communication.
  • Interpersonal skills focused on motivation and positive attitude.
  • Conflict navigation (with peers, with staff).
  • Effective delegation of tasks.
  • Conducting an effective 1:1 cadence and individual development planning.
  • Resourcing and workload balancing across a team; building a metrics-driven case for replacing a vacancy or hiring an additional team member.
  • Hiring and onboarding new team members.
• Abilities:
  • Fostering effective working relationships within and across the teams.
  • Planning, organizing, and implementing work within the team.
  • Judgment in ambiguous situations.
  • Coaching conversations (giving direct, specific feedback).
  • Reading organizational dynamics/politics without being consumed by them.
  • Diagnosing when an individual performance issue is a skill gap vs. a will gap vs. a structural gap.
  • Building psychological safety at the team level.

Preferred Knowledge, Skills And Abilities

• Knowledge: Standard IT, health system, and university policies and how team level processes may map into them.
• Skills: Translating strategic direction into sprint/quarter-level execution.
• Abilities: Holding a team accountable to a roadmap while adjusting for reality.

Pay

Generally starting at $79.21 - $104.97 per hour. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.