Application Services Manager

Job Type: Full-time
Location: Natchitoches Regional Medical Center
Department: INFORMATION SYSTEMS
 

Description:

Position Summary

At the direction of the Director of IS, the Application Services Manager manages and directs staff in the implementation, maintenance, and optimization of software applications utilized at Natchitoches Regional Medical Center. This role works closely with the IS Leadership to fully optimize the use of technology across the organization. Primary areas of responsibility include application vendor management, software maintenance, systems analysis and optimization, identification of downstream system update effects, and application documentation.

Primary Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the primary responsibilities.

1. Supervise systems analysts responsible for the support and optimization of clinical, financial and administrative software applications utilized throughout the organization.
2. Hires, trains and motivates staff.
3. Evaluate performance of direct reports.
4. Provide ongoing coaching and staff development; delegates work as needed to staff and monitors productivity.
5. Leads by example and follows hospital behavior standards and values.
6. Work with IS Leadership and Business Owners to continually optimize systems in use within organization including:
7. Documentation of business owner’s requirements.
8. Build of business owner requirements.
9. Assisting with testing of business owner requirements as needed for software updates and enhancements.
10. Work with Technical Services Manager and Business Owners to coordinate server, operating system and application patches and upgrades.
11. Create and maintain relevant application Standard Operating Procedures (SOPs) for use by end users and Information Systems Department personnel.
12. Oversee Jaguar Interface Engine implementation, maintenance and optimization.
13. Assist with definition and enforcement of customer service standards for department.
14. Maintain current knowledge of application trends/usage and best practices in the industry and other healthcare facilities.
15. Maintain relevant vendor relationships and leverage them for optimization and issue resolution purposes.
16. Responsible for achieving and maintaining service excellence, customer satisfaction, and performance metrics.
17. Maintain relevant and positive working relationship with end users and leadership
18. Maintain department and office space organized and neat.
19. Administrative management responsibilities.
20. After hours on call support as scheduled.
21. Perform other duties as assigned.

Competencies

1. Strong application abilities including:
2. System implementations
3. System optimizations
4. Industry best practices
5. Strong problem-solving, analytical and troubleshooting skills.
6. Excellent customer service skills.
7. Strong organizational and time management skills.
8. Strong written and verbal communication skills.
9. Ability to use appropriate discretion in handling confidential material and information.

Supervisory Responsibility

Manages and directs staff in the implementation, maintenance, and optimization of software applications.

Requirements:

Required Education and Experience

1. Bachelor degree in Computer Information Systems, other technical field, or combined equivalent hands-on experience with hospital applications and systems.
2. Minimum 5 years’ experience in Healthcare Information Systems application support.
3. Experience with ticket tracking systems.
4. Experience managing and directing small teams.
5. Experience with working with interdisciplinary teams.
6. Skilled in EHR and financial system concepts and fundamentals. 

Preferred Education and Experience

1. Advanced knowledge of MEDITECH system preferred.
2. Knowledge of Continuous Improvement methodologies (Lean, Six Sigma, etc.) preferred.
3. ITIL v4 experience preferred.

Working Conditions

1. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Requires standing 2/3 or more of the time.
• Requires walking up to 1/3 of the time.
• Requires sitting up to 1/3 of the time.
• Requires lifting of 10 to 50 pounds up to 1/3 of the time.
• Requires the use of hands/fingers to lift, carry, push, and pull of objects up to 1/3 of the time.
• Requires stooping, kneeling, crouching, and crawling up to 1/3 of the time.
• Requires bending at least 1/10 of the time.
• Requires reaching, handling, fingering, and feeling of objects at least 2/3 or more of the time.
• Requires taste or smell up to 1/3 of the time.
• Requires good vision for near and distance with the ability to focus.
• Requires the ability to hear and identify clinical alarms on equipment.
• Requires the ability to hear on the client call system as well as staff in order to be an effective communication link.

2. Environment: Work is performed primarily inside a central air medical facility.

3. Hazards: May be exposed to infectious body fluids; noxious fumes/odors. Risks of electrical shock.

AAP/EEO Statement

It is the policy of NRMC to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate.

As part of the company’s equal employment opportunity policy, NRMC will also take affirmative action as called for by applicable laws and Executive Orders to ensure that minority group individuals, females, disabled veterans, recently separated veterans, other protected veterans, Armed Forces service medal veterans, and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.

Employees and applicants shall not be subjected to harassment, intimidation or any type of retaliation because they have (1) filed a complaint; (2) assisted or participated in an investigation, compliance review, hearing or any other activity related to the administration of any federal, state or local law requiring equal employment opportunity; (3) opposed any act or practice made unlawful by any federal, state or local law requiring equal opportunity; or (4) exercised any other legal right protected by federal, state or local law requiring equal opportunity.

The above-mentioned policies shall be periodically brought to the attention of supervisors and shall be appropriately administered. It is the responsibility of each supervisor of the company to ensure affirmative implementation of these policies to avoid any discrimination in employment. All employees are expected to recognize these policies and cooperate with their implementation. Violation of these policies is a disciplinary offense.

The Affirmative Action Officer has been assigned to direct the establishment and monitor the implementation of personnel procedures to guide our affirmative action program throughout NRMC. A notice explaining the company’s policy will remain posted.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.