Clinical Applications Supervisor, Patient Access

Stanford Health Care • Palo Alto, CA

64d • $69 - $91 • Hybrid

About The Position

This IT Supervisor position will lead teams that support revenue cycle and patient access systems. The role will apply expertise in health technology service delivery, revenue cycle, patient access, and hospital patient flow. The position will also apply functional and systems expertise in revenue cycle and patient access to configure, test, and support solutions that increase revenue, reduce cost, and improve the patient financial experience. The role will require understanding of Epic revenue cycle modules including, but not limited to Prelude, Cadence, Referrals, and Grand Central.

A Brief Overview
The Supervisor – IT Applications provides day-to-day operational leadership for technical staff administering one or more information technology and systems functions supporting Stanford Healthcare/Medicine's business processes and technical platforms (including, Epic, Workday, Sectra, ServiceNow, Research, etc.). Responsibilities include coordinating delivery of services to user groups, ensuring uninterrupted IT service, and providing onsite and operational support for the assigned application suite. Requires working knowledge of the user group's workflows for practical application of system characteristics. The Supervisor coaches, develops, and evaluates the performance of assigned staff, recommending hiring and performance actions to the Manager for approval. This role combines day-to-day people leadership with hands-on technical and operational expertise, serving as the first point of escalation for the team, while partnering with the Manager on staffing, scheduling, and broader service delivery outcomes, including supporting technical roadmap development.

Requirements

• Associates Degree required coupled with 5 years as an individual contributor or 3 years supervisory experience in a health system clinical/operational setting.
• Three (3) years of progressive responsibility as a clinical or business systems analyst working in professional applications management setting.
• Experience in a health care provider setting is strongly preferred. Health Care adjacent or life sciences experience may be considered.
• Background, experience, and performance that promotes a high level of credibility with clinical and research professionals.
• Working knowledge of user group workflows and interdependencies sufficient to apply system characteristics practically to their day-to-day needs
• Understanding of the application suite's role within hospital or research business processes and technical platforms
• SLA structures and the incident/ticket lifecycle typical for the assigned systems.
• Familiarity with current AI tools and techniques
• Coordinating service delivery across user groups to maintain uninterrupted IT service
• Hands-on technical troubleshooting and operational problem-solving within area of responsibility; does not require deep technical expertise, but instead sufficient skill to ask the right questions and/or engage the appropriate technical expertise
• Day-to-day coaching and performance feedback delivery, including evaluating results and assisting with training
• Building a case for a hiring or performance recommendation clearly enough for a Manager to act on it
• Strong written, oral, instructional, presentation and interpersonal skills focused on motivation and positive attitude. Highly self-motivated, directed and change oriented. Very strong customer orientation.
• Applying judgment to make informed decisions
• Foster effective working relationships within and across the teams
• Planning, organizing, and implementing work within the team
• Operating as the first point of escalation — judging what to resolve directly vs. route to the Manager
• Accepting and executing a Manager's final call on a staffing or performance decision, even when it differs from their own recommendation

Nice To Haves

• Bachelor's Degree in a work-related discipline/field from an accredited college or university preferred.
• Standard IT, university, or hospital policies and how application team processes may map into them.
• Balancing hands-on technical work with people-leadership responsibilities without either one crowding out the other

Responsibilities

• Provide day-to-day supervision, coaching, and regular one-on-one feedback to assigned staff; set and monitor individual performance objectives.
• Support onboarding and skill development for team members; coach staff on software, configurations, and workflows within area of responsibility.
• Recommend hiring decisions and performance actions (including corrective action) to the Manager; execute approved actions and document appropriately.
• Manage day-to-day delivery against SLAs; guide incident, problem, maintenance, and enhancement ticket resolution for the assigned application suite.
• Serve as the onsite/operational focal point for user support; conduct periodic onsite visits to identify and resolve service issues.
• Provide ongoing troubleshooting and maintenance support, including participation in on-call coverage; help build the on-call rotation schedule in collaboration with other supervisors/leads.
• Maintain and document team-level procedures consistent with departmental, hospital, or university policy.
• Track and report team performance against metrics defined by the Manager; flag trends or issues for Manager attention.
• Apply Process Excellence (e.g., Lean) methods to day-to-day team workflows.
• Act as a communication focal point between the team and other IT groups on changes, fixes, and updates.
• Support requirements gathering and workflow design activities under Manager direction (execution, not independent design ownership).
• Contribute to physician/user satisfaction through consistent, high-quality operational support.

Benefits

• Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
• You will do this by executing against our three experience pillars, from the patient and family’s perspective: Know Me: Anticipate my needs and status to deliver effective care Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health Coordinate for Me: Own the complexity of my care through coordination

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree