Community Connect Program Manager

Overview

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• And more

Description

The Community Connect Program Manager for the Community Team will be the Product and Services Manager, serving as the primary liaison between the Digital team and affiliate practices, ensuring the successful delivery of information technology (IT) products and services supporting the Community Connect program. This role is responsible for providing strategic input into the IT product and service offerings, managing the implementation and ongoing support, and ensuring the satisfaction of affiliate practices with the IT solutions provided.

The Community Connect Program Managerwill manage the IT function for the Community Connect program, addressing governance priorities for enhancements, corrections, and ensuring that the appropriate technical resources are in place to deliver high-quality service. The role involves coordinating with other IT teams (e.g., Security, Infrastructure, Application Support, etc.) and managing the IT team’s capacity to meet the needs of the program while ensuring that the costs of services are accurately represented in affiliate contracts and invoices.

RESPONSIBILITIES:

IT Program and Services Management:

• Serve as the IT Program Manager for the Community Connect program, overseeing the full lifecycle of IT services and products delivered to affiliate practices.
• Provide input to ECC Governance regarding IT capacity, constraints, progress, and risks associated with the Community Connect program.
• Ensure that IT services provided to affiliates meet high standards of quality, performance, and customer satisfaction.
• Act on Governance priorities, ensuring that IT enhancements, fixes, and updates are executed in a timely manner.

Customer Satisfaction & IT Support:

• Maintain strong relationships with affiliate practices, acting as the primary point of contact for IT-related issues, feedback, and service requests.
• Collaborate with IT teams to ensure effective onboarding, implementation, and ongoing support for affiliate practices, ensuring minimal downtime and a smooth experience.

IT Team Management and Skill Development:

• Manage the IT team dedicated to Community Connect, ensuring that team members have the appropriate skills and training to meet program requirements.
• Provide leadership and support to the IT team, helping to prioritize work, manage workloads, and foster a collaborative environment.
• Monitor team performance, providing feedback and guidance to ensure that service levels meet affiliate expectations and internal standards.

Cross-Functional Coordination:

• Coordinate with internal IT teams such as Security, Infrastructure, and Application Support to ensure that systems and services for Community Connect are secure, reliable, and fully integrated with existing IT infrastructure.
• Partner with other departments to ensure that technical solutions are aligned with both operational goals and the needs of affiliate practices.
• Work closely with external vendors (e.g., Epic and other third-party contractors) to manage integrations, troubleshooting, and ongoing technical support.

Financial and Contract Management:

• Manage the costs associated with IT products and services for the Community Connect program, ensuring accurate cost tracking and representation in affiliate contracts and invoices.
• Work with the Finance and Contracts teams to ensure accurate billing and pricing structures that reflect the true costs of IT services and support provided.
• Review contract terms to ensure that the IT service delivery aligns with the financial agreements and obligations.

IT Capacity Planning and Risk Management:

• Provide input to Governance regarding IT capacity and resource allocation, ensuring that the Community Connect program is well-supported by sufficient technical infrastructure.
• Identify risks related to IT product functionality or capacity and work with internal teams to mitigate these risks before they affect affiliate services.
• Ensure IT resources are aligned with the program's long-term growth strategy, managing risks related to scaling and system stability.

Technical Expertise & Workflow Integration:

• Leverage strong technical experience to manage the design, build, and ongoing support of IT solutions that meet the operational needs of affiliate practices.
• Utilize knowledge of clinical workflows and healthcare IT systems to integrate solutions into practice operations, ensuring seamless interactions between IT systems and end users.
• Provide leadership in troubleshooting and resolving complex technical issues, working with internal IT teams to ensure effective solutions are implemented.

Reporting & Performance Metrics:

• Develop and manage performance metrics to track the success of IT products and services delivered through the Community Connect program.
• Regularly report on service performance, operational efficiency, and customer satisfaction to senior leadership.
• Use data to identify opportunities for process improvement and ensure that the IT services are continuously evolving to meet the changing needs of affiliate practices.

MINIMUM QUALIFICATIONS:

• Bachelors degree in IT / Computer, Science / Computer Studies or an equivalent degree.
• Must have 8 years of Information Technology Project Leadership experience, with at least 5 years in a PMO like role.
• Must be able to manage large scale programs and projects across the full project lifecycle.
• Previous experience with business transformations and transitions.
• Proven experience mentoring Project Managers.
• Experience working in a large healthcare organization and ability to work across diverse organizations and build effective relationships.
• Preferred certification in Prince, MSP, or PMP

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.