Senior Manager, Decision Intelligence

Stanford Health Care•Palo Alto, CA

7d•$87 - $115•Hybrid

About The Position

The Senior Manager leads and manages delivery of IT systems and services for hospital information technology applications. This highly visible role combines leadership experience with broad technical expertise and is responsible for staffing, staff management, performance management, and scheduling. The manager works with client executive leadership to provide progress reports, forecasts, and analysis concerning support of a portfolio of clinical and non-clinical applications. The role provides strategic and operational leadership for the lifecycle management of Stanford Health Care’s information technology systems and applications, from selection and implementation through maintenance, upgrades, and enhancements. It works with IT leaders and organizational management to develop plans and roadmaps, guide requirements gathering and solution design, resolve conflicting requirements, and align technology with clinical and business objectives. The Senior Manager oversees service delivery and service-level agreements, leads and develops staff, monitors service metrics, supports continuous improvement, and promotes customer satisfaction among foundation and community physicians. The position also supports budgeting, vendor agreements, research and educational efforts, and 24/7 application support, including on-call coverage as required.

Requirements

Bachelor’s degree from an accredited college or university.
At least 7 years of progressively responsible, directly related work experience.
At least 3 years of experience planning and managing IT programs, including budgeting, resource management, and delivery development.
Previous managerial experience in a healthcare provider organization.
Healthcare background, experience, and performance that establish credibility with clinical professionals.
Knowledge of healthcare functional departments and their interdependencies, and ability to lead large-scale, complex IT projects addressing business needs.
Knowledge and ability to direct staff in integrating IT services with work requirements and deliverables.
Knowledge of IT disciplines, including network operations, databases, software applications and interfaces, production operations, quality assurance, and systems management.
Knowledge of organizational, administrative, fiscal, and personnel management principles and practices.
Knowledge of project management processes and systems.
Excellent written, oral, instructional, presentation, and interpersonal skills; motivation, a positive attitude, self-direction, adaptability to change, and strong customer orientation.
Ability to address employee concerns and organizational issues objectively, sensitively, and with balance.
Ability to evaluate and negotiate contracts and manage vendor service agreements.
Ability to manage complex projects and resources, including people, costs, and time, across multiple sub-teams.
Ability to handle confrontation professionally and manage or resolve disputes appropriately.
Ability to communicate concepts clearly and concisely to management and cross-functional teams, verbally, in writing, and through diagrams when appropriate.
Ability to exercise judgment and make informed decisions; develop programs and lead process-improvement projects.
Ability to foster effective working relationships and build consensus with departments and external vendors.
Ability to strategize, plan, organize, prioritize, work independently, and meet deadlines.
Ability to supervise, coach, mentor, train, and evaluate work results.
Knowledge of local, state, and federal regulatory requirements related to the functional area.
Knowledge of current issues and trends in healthcare and clinical operations, and of relevant new technologies and updates.

Nice To Haves

Four years of experience with relevant applications is preferred.

Responsibilities

Maintain knowledge of current and future capabilities across the applications portfolio and advise IT management and steering committees on the direction of IT systems and applications.
Develop roadmaps and long-range plans for applications and systems, and review plans with senior IT leadership and organizational management.
Provide strategic and operational leadership for the selection, implementation, maintenance, upgrade, and enhancement of IT systems and applications.
Apply best practices and Process Excellence methodologies, including approved Lean practices, to improve organizational methods and processes.
Guide requirements gathering, solution design, and workflow design; negotiate resolution of conflicting requirements across agencies and departments.
Set and measure team performance objectives, provide regular one-on-one feedback, hire and evaluate staff, and implement corrective action when necessary.
Manage application delivery and service-level agreements by guiding incident resolution, problem management, maintenance, and enhancement requests.
Develop, measure, and publish service performance metrics and collaborate with peer groups on continuous improvement.
Promote high customer satisfaction among foundation and community physicians and support SHC’s service and business growth initiatives.
Work with IT management to identify, evaluate, select, and implement technology supporting business plans and IT strategies.
Define procedures compliant with hospital and departmental policies and assist with preparing budgets for IT systems and services in the area of responsibility.
Monitor developments and forecast trends in healthcare IT management; prepare analyses and proposals and serve as an internal consultant to IT management and operations as needed.
Coach, mentor, and manage staff in implementing, maintaining, and supporting related software, configurations, and workflows.
Support the Director and associates with marketing efforts and educational events as assigned.
Support research and prepare white papers and decision-point documents for departmental and organizational audiences as assigned.
Collaborate with managers and leads to develop effective on-call rotations for 24/7 support.
Provide ongoing application troubleshooting, support, maintenance, and on-call coverage as required.