What are the responsibilities and job description for the Manager - Access Care Technology position at Henry Ford Health System?
Responsible for managing the technology needs for system-wide digital access/care; oversee project work associated with digital functionalities and applications, aimed at creating robust digital access to the health system and executing virtual care; plan, design, implement and provide project management for digital care access assigned projects; nurture vendor relationships and manage vendor support; work closely with clinical, operational, and technical departments system wide, as well as with HFHS IT to project manage, support, maintain and leverage access/care technology; coordinate project and support life cycle of new and future technologies; serve as subject matter expert (SME) on aspects of access/care technologies; provide consulting advice to operational and clinical leadership and provide technical assistance/expertise to various system personnel; stay current with respective technology capabilities and compliance regulations, including vendor training and certification; collaborate with vendor partners and contractors; lead the implementation of major version upgrades and special updates/maintenance; manage complex access/care technology projects involving coordination of multiple participants and teams aimed at improving digital access/care operations within HFHS; develop and determine priorities and monitor status of projects on an ongoing basis; facilitate and prompt investigation of incidents and issues escalated through the Service Desk in a timely manner; gather information on possible source and scope of production problem issues/errors; initiate and support escalation response including testing, appropriate resources determination; facilitate vendor cooperation to perform root cause analysis and resolve problems related to applications; work with operational owners and IT Service Desk to maintain an appropriate knowledge base as digital solutions evolve and change; utilize and apply knowledge of data-driven decision making processes, new business onboarding procedures, Performance/Metric management procedures, improvement plan development initiatives, digital modality conversions, project management processes, customer service management, client/vendor relationship management activities, conflict resolution techniques, incentive management, Microsoft Office Suite of Tools, Recruitment activities and data management/visualization/analysis to perform assigned duties; engage in continuous improvement and best practice efforts by evaluating data/trends on performance, capacity and operational health of digital solutions; support the planning, design/build, test, implementation, support and operational needs of the organization; provide project management, resource planning, assessment of integration and/or interface needs, support and maintenance; promote, develop and adhere to system standards, and best practices; collaborate with the team to promote and develop consistent technical build, implementation and support processes that allow stakeholders to seamlessly adopt HFHS digital functionalities; oversee proof of concepts for new technology, processes, and/or workflows; and work with stakeholders in the identification, evaluation, selection, development, and implementation of applications according to requirements, specifications and compliance/regulatory standards.
Location: Detroit, Michigan and multiple undetermined worksites throughout the US.
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Education: Master's Degree in Computer Information Systems, Healthcare Administration, Business Administration, or in a related field of study (will accept equivalent foreign degree);
Training: None
Experience: Two (2) years in the position above, as a Senior Consultant - Mobility, as a Team Leader, as a Team Manager, as an Assoc Manager - Account Management, or in a related occupation;
Other Requirements: Experience must include two (2) years use of all the following: Performance/Metric management procedures, improvement plan development initiatives, digital modality conversions, project management processes, customer service management, client/vendor relationship management activities, conflict resolution techniques, incentive management, Microsoft Office Suite of Tools, Recruitment activities and data management/visualization/analysis.
Will also accept any suitable combination of education, training and/or experience.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.
