Job Description

Responsible for day-to-day management and strategic planning of Virtual Services and MyChart. Duties include personnel, budgeting, planning, implementation, and support of these critical functions.

Job Duties and Responsibilities:

MANAGEMENT PERFORMANCE STANDARDS:

• Maintains channels of communication. Demonstrate evidence of communication to workforce by conducting staff meetings and using other forms of communication. Demonstrates good verbal and written communication skills. Provides feedback on relevant issues raised by department employees until resolved.
• Enhances professional growth and self-development. Participates in educational programs, in-service meetings, other workshops, and review of literature. Solicits feedback on input regarding performance and goals.
• Maintains on-going interest in employees’ well-being and personal growth. Provides an environment and leadership style which motivates, encourages, and educates staff. Identify specific steps individual employees can take to promote growth, development, and workplace well-being as part of the competency assessment, performance planning and appraisal process. Refer employees to internal SRH resources such as education classes, competency improvement assistance, and performance appraisal recommendations. Ensures that staff meet mandatory and required education standards.

MANAGEMENT DUTIES:

• Plans, schedules, and coordinates activities. As services are provided, Virtual Services must analyze the opportunity, determine the form and type of information required, determine the processes to be used, assess current workflow through observation and data collection, work with a multi-disciplinary team with differing experience and opinions, create working models and test the various alternatives and modify them.
• Exercise discretion and independent judgement, determine the nature of the problem, perform logical problem solving and information analysis. When providing service or correcting issues Virtual Services must exercise discretion and independent judgement in determining the nature of the requirement or problem, determine the logical approach necessary to satisfy the requirement, and perform analysis on the type and quantity of information needed for the requirement.
• Determine system functional requirements. Based upon system design parameters, Virtual Services must evaluate alternatives and recommend components to satisfy the requirement and review functional requirements to satisfy the need.
• Prepare a status report each week. Prepares a status report each week to AVP, summarizing status each week, activities, events, milestones, issues and updating associated project schedules.

RESPONSIBLE FOR PERFORMING SUPERVISORY DUTIES:

• Interview applicants. Discuss employment possibilities with staff and make recommendations to AVP.
• Schedules employees. Oversee the assigning hours to personnel, granting day off requests and vacation request, if possible, always maintaining adequate staffing levels.
• Evaluates employee performance. Evaluates all employees within one month of evaluation date, reviews with employees and forwards to AVP, with individualized attention and consideration.
• Orients new employees. Instructs, observes, and directs each employee for the 90-day probation period and provides a recommendation to AVP concerning the employee’s status.
• Counsel’s employees. Discussing personnel/performance problems with employees and identifying potential solutions.

CUSTOMER SERVICES:

• Provides high-quality customer services support. Provides high-quality customer support to internal and external customers.
• Effective communication. Must communicate in an effective manner and interact with different levels of administration and management, Virtual Service personnel, and with all clients.
• Problem Solving. Provide and work with clients in resolving issues, proposing, and implementing solutions sets for manual and automated systems.
• Work with clients and vendors in preparing work plans for the successful implementation of applications and resolution of issues.
• Communicates in a positive, courteous, and helpful way.
• Follows the appropriate lines of communication in bringing problems or concerns to: Assistant Vice-President or Administration
• Interacts in a positive way with co-workers and supervisors
• Communicates and listens in an effective manner
• Acknowledges requests and follows through in an acceptable time frame.
• Interact in a positive and courteous manner with physicians, patients, families, guests
• Help and guidance as necessary.

Job Qualifications:

Required Qualifications:

• Bachelor’s degree in computer science, Management Information Systems and eight (8) years’ experience or equivalent twelve (12) years of progressive information systems management experience or virtual services
• Must have a proven record of effective technical and application systems management in a complex, open architecture environment.
• Must have knowledge and experience in the analysis of specific hospital needs to identify and implement solutions.
• Strong team building/leadership, analytical and problem-solving experience required.
• Must have the ability to communicate in an effective manner and interact with different levels of administration and management, Clinicians, Information Technology (IT) personnel and all clients.
• Must have the ability to negotiate in a successful manner with customers support area to establish and maintain priorities
• Must possess strong planning supervisory and management skills, in addition to familiarity of Ethernet, TCP/IP, LANS and WANS required.
• Experience with network architecture, general network management, troubleshooting, and support.
• Knowledge of hospital information systems environment and office automation applications is preferred.
• Must ensure licensed staff maintain appropriate licensing and are compliant with Self
• Regional policies and procedures. Must be able to handle pressure situations.

Preferred Qualifications

• Prefer eight (8) years in a healthcare facility or other business with comparable virtual environments.
• Experience with Epic and health care environment preferred.