Manager Client Support Services at HCA Healthcare
Posted in Other 30+ days ago.
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Type: Full Time
Location: Nashville, Tennessee
Job Code: 10207-23268
At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year. HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality.
Ranked 63 in Fortune 500
Competitive Fortune 100, industry matched salaries and yearly merit increase
Computerworld Top 50 Best Places to Work in IT annually since 2009
Named one of the World s Most Ethical Companies annually since 2010
106 HCA hospitals are on The Joint Commission s list of top performers on key quality measures.
Client Support Services handles first, second and third tier incidents for the entire enterprise (including non-HCA Parallon Clients). In addition CSS is expected to manage a variety of non-helpdesk functions such as software development, deployment, testing, and process ownership and on site software deployment support.
The Client Support Manager role is responsible for efficient delivery of a high quality IT service experience for all IT&S customers. This customer base includes executives, clinicians, business owners, IT staff and end user associates of HCA, Parallon and non-HCA Parallon clients. The service experience encompass all issues, inquiries and service requests escalated to Corporate IT&S related to products and services available from and /or managed by HCA IT&S, including services provided by third party vendor partners. The CS Manager has primary accountability for all support provided to IT&S stakeholders within the lines business that he or she is assigned.
The CS manager is additionally responsible for delivering on project commitments within the assigned line of business leveraging appropriate staff experience and expertise. Examples include enterprise EHR system upgrades, implementation/upgrade of service desk community software and tools, IT division operations empowerment, and clinical regulatory deployments.
The CS Manager is responsible for the selection, management and ongoing professional development of high performing team members. The Manager s success in this category will be evaluated based on both individual performance within the current team and, on the degree to which team members are prepared for advancement opportunities within the enterprise.
The CS Manager is expected to be a vigorous client advocate and should implement and manage robust processes to ensure that incidents are resolved within published service levels. The Manager will directly lead major incident resolution efforts coordinating fix agent resources across multiple IT&S departments.
The CS Manager will leverage data and metrics from our incident tracking system to regularly create assessments for business owners and product teams depicting the health of individual applications and, key challenges faced by end users. The Manager will ensure that CS subject matter experts are made available to application product teams to inform the prioritization of enhancements.
The ideal candidate will have excellent communication and relationship building skills. He or She will have a keen understanding of how IT&S products align with business operations within the designated line of business. Demonstrated success in managing licensed clinicians, certified technicians and tenured healthcare professions is heavily weighted in the selection process. This role will require some engagement outside of normal business hours in support of critical issue resolution.
Based on assigned Line of Business, the CS Manager will additionally have responsibility for one or more of the following activities:
Manage on-site and/or remote support for business line implementation Go Live events. Manager is responsible for providing subject matter experts from Client Support Services to assist on site when go live events occur.
Work with the project team to manage enterprise EHR upgrades (6+ month project effort).
Lead development, testing and deployment efforts CS owned tools and products. Product set includes incident management, targeted broadcast communication, customer relationship management, call distribution management, call recording / archiving, knowledge management, productivity dashboards, client dashboards, custom reporting and customer surveys.
Initiate and lead projects to improve the capabilities and effectiveness of IT&S s tier 1 Division Service Desks.
Manage the development and implementation of education / training programs to enhance staff technical and operational skill-sets.
Work with the project team to manage software deployment activities for the clinic EHR.
Manage acquisition and/or divestiture support activities.
Participate in new technology pilots and compile feedback that impacts deployment decisions.
Manage data restore process for legal requests.
Manage a variety of certified professionals which may include certified clinicians such as RN s, LPN s, pharmacy technicians, lab technicians, radiology technicians, desktop engineers, security specialists and software specialists.
Manage a remote and/or offshore workforce assigned to perform IT&S support functions such as incident response, alert monitoring, server diagnostics and server issue resolution.
Manage a night/weekend workforce requiring alternating shift schedules and responsibilities.
All other duties as assigned.
% of Time and Description
Operations Management Tier I / II / III, IT&S Resolution Center approximately 50%
Manage all facets of the service experience for issues escalated to Corporate IT&S. This includes:
Coordination of internal and external fix agent efforts for all Level I, Level II, and Level III incidents.
Management of analyst productivity, staffing levels and skill set mix.
Management of all IT&S communications related to enhancements, issues / defects and planned outages.
Management of on-going compliance with published service levels.
Diversity is valued and actively promoted in the workforce at all levels. We strive to celebrate cultural and other differences and consider them strengths of the organization.
We are committed to:
Providing an inclusive work environment where everyone is treated with fairness, dignity and respect.
Recruiting and retaining a diverse staff reflective of the patients and communities we serve.
Equal employment opportunities are provided to all employees and applicants for employment without regard to race, color, religion, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, gender identity, protected veteran status, or any other legally protected category in accordance to applicable federal, state, or local laws.
The policy applies to all terms and conditions of employment including, but not limited to, hiring, placement, promotion, termination, layoff, transfer, leaves or absence, compensation and training.