IS Applications Manager 1- Ambulatory & Specialty (Hybrid)

Baylor Scott & White Health•Dallas, TX

3d•Hybrid

About The Position

The Manager of Information Systems Applications provides people leadership and application delivery oversight for the Ambulatory & Specialty Product Squad, supporting Epic and third-party applications across Ambulatory, Oncology, Transplant, Value-Based Care, and Research. Reporting to the Product Owner, this role manages an internal Epic project-focused team and serves as the primary IS partner responsible for vendor oversight and support delivery through outsourced managed services provider (MSP). This position is accountable for ensuring that all assigned applications – Epic and non-Epic – are well supported, issues are appropriately escalated, and managed services partners deliver consistent, high-quality outcomes. While not a technical build role, the manager must be able to engage effectively with vendors and stakeholders across Ambulatory & Specialty application domains.

Requirements

Strong people leadership skills with experience managing application teams.
Demonstrated success operating in a vendor-reliant, managed-services support model.
Ability to effectively partner with vendors and escalate issues to drive resolution.
Comfort engaging across Epic and third-party application ecosystems; not limited to Epic-only roles.
Strong stakeholder management and communication skills in a clinical environment.
Willingness and ability to quickly learn unfamiliar third-party applications.
EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
EXPERIENCE - 5 Years of Experience

Responsibilities

Provides direct people management for the internal Epic project team, including coaching, performance management, development, and engagement.
Ensures internal Epic resources are aligned to product priorities and delivery expectations as defined by Product Managers.
Supports a collaborative working model between internal Epic resources, Product Managers, and MSP teams.
Is accountable for the overall health, stability, and support of Ambulatory & Specialty applications within the ambulatory and specialty portfolio.
Serves as the IS escalation point for application support issues impacting clinical and operational workflows.
Ensures incidents, service requests, and defects are triaged, prioritized, and resolved appropriately by MSP.
Monitors trends in incidents and recurring issues and works with vendors and product partners to drive resolution and improvement.
Acts as the primary IS management partner to MSP for ambulatory and specialty applications.
Provides oversight of MSP-delivered Epic application support and all other Ambulatory & Specialty application support and project work.
Holds MSP accountable to SLAs, quality standards, and support expectations.
Leads issue escalation, risk management, and problem resolution in partnership with MSP leadership.
Participates in vendor performance reviews and continuous improvement discussions.
Maintains a working knowledge of Epic applications (including Ambulatory, MyChart, Beacon, Phoenix, Healthy Planet, and Hospice) and key third-party applications (ARIA, WellSky BioTherapies, VersaCare, BreezeSuite & SentrySuite, Nexus 360, Iris) supporting ambulatory and specialty care.
Develops sufficient familiarity with third-party applications (e.g., ARIA) to effectively engage in support discussions, escalations, and prioritization conversations.
Partners with Product Managers and stakeholders to ensure support considerations are incorporated into product decisions.
Ensures adherence to IS standards, support processes, and change management practices.
Identifies opportunities to improve application support delivery, vendor effectiveness, and stakeholder satisfaction.