Manager, IT Applications - CP LIS Implementation & Support

Sonic Healthcare USA • Dallas, TX

5d

About The Position

The Manager, IT Applications – CP LIS Implementation & Support is responsible for leading LIS implementation delivery and ongoing application support across Clinical Pathology (CP) workflows at Sonic Healthcare USA (SHUSA). This role owns the operating model for both Application Support (L1/L2) and Implementation (L3/L4) teams, ensuring production stability, successful deployments, go-live readiness, command center coordination, hypercare execution, and transition to steady-state support. The Manager is accountable for CP production support, high-volume throughput, instrument-connected workflow stability, turnaround time performance, and user adoption, while coordinating closely with LIS Configuration & Build, Integration, Infrastructure, Middleware, Billing, QA/Compliance, Operations, Medical Leadership, and vendor partners. This role ensures supported LIS solutions are reliable, scalable, compliant, and aligned to enterprise standards, operational priorities, and regulatory expectations.

Requirements

• 6–10+ years of experience in LIS systems, healthcare IT, clinical applications, or laboratory operations technology.
• 2–5+ years of leadership, team management, supervisory, or major workstream leadership experience.
• Strong understanding of Clinical Pathology (CP) LIS workflows, including specimen processing, chemistry, hematology, coagulation, urinalysis, microbiology, instrument interfaces, middleware, autoverification, and result routing.
• Experience leading or supporting medium to large-scale implementations, upgrades, go-live events, command center operations, hypercare, production support, and stabilization activities.
• Working knowledge of application support models, incident management, problem management, issue escalation, testing, validation, and transition-to-support processes.
• Knowledge of regulatory and compliance requirements in healthcare or laboratory environments, including CLIA, CAP, HIPAA, 21 CFR Part 11, and validation/documentation expectations.
• Ability to coordinate across technical, operational, vendor, compliance, billing, and leadership stakeholders.
• Strong communication, prioritization, coaching, analytical thinking, troubleshooting, decision-making, and operational leadership skills.

Responsibilities

• Lead implementation delivery and production support operations for CP LIS applications and workflows.
• Oversee Application Support (L1/L2) and Implementation (L3/L4) teams, including workload prioritization, resource planning, support coverage, and service performance.
• Own end-to-end implementation execution, including project planning, workflow readiness, testing coordination, validation support, cutover planning, go-live command center operations, hypercare, and transition to steady-state support.
• Ensure Level 1 and Level 2 support processes provide timely ticket intake, triage, user communication, incident management, routine issue resolution, and escalation readiness.
• Coordinate Level 3 and Level 4 escalation pathways with Implementation analysts, LIS Configuration & Build, Integration, Infrastructure, Middleware, vendors, and other technical teams.
• Partner with LIS Configuration & Build teams to coordinate required configuration components, including rules, test catalogs, provider/clinic setup, workflow configuration, validation evidence, and release readiness.
• Ensure LIS solutions align to CP workflows including specimen processing, chemistry, hematology, coagulation, urinalysis, microbiology, molecular/CP workflows, send-outs/reference testing, instrument-connected workflows, middleware, autoverification, and result routing.
• Coordinate integration and dependency management across laboratory instruments, middleware, automation lines, EMR/result delivery platforms, billing systems, and downstream reporting tools.
• Monitor operational performance, issue trends, root cause findings, defect patterns, support backlog, go-live readiness risks, and stabilization outcomes.
• Drive continuous improvement in support processes, implementation methodology, documentation quality, escalation models, and knowledge management.
• Collaborate with Operations, QA/Compliance, Billing/RCM, IT Infrastructure, Integration, vendors, and enterprise leadership to resolve issues and ensure successful delivery.
• Ensure compliance with CLIA, CAP, HIPAA, 21 CFR Part 11, internal change control, validation, release management, and documentation expectations.
• Provide leadership, coaching, performance management, role clarity, capacity planning, and professional development for team members.
• Communicate status, risks, dependencies, decisions, and operational impacts to IT Laboratory Operations leadership and cross-functional stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed