Manager Health Technical Services

Provides leadership and vision to the organization by assisting the Director of Technical Services and the Health CIO with strategic planning as it pertains to daily operation and effectiveness of Technical Services. Responsible for managing technical services and support staff and resources. Supervise the Service Desk and Technical Analyst staff teams and coordinate assigned implementations, upgrades, modifications as required to meet the needs of Health Services. Implements industry standard best practices for healthcare technology support and establishes Service Level Agreements (SLAs) for performance-based metrics. Serves as the primary point of contact for the Technical Services team and is responsible for managing the daily and on-call staffing schedule in a 24/7 environment.

Routine duties shall include providing health care services to individuals eligible for services in accordance with the self-governance compact and funding agreement between the Cherokee Nation and United States executed under the authority of the Indian Self-Determination and Education Assistance Act. Communicates the urgency of exceeding expectations of the user community and delivering quality service that is more than end-users and customers expect on a consistent, and proactive basis. Participates as a member of the Health Information Technology (IT) leadership team and collaborate with the team in governance processes of the Cherokee Nation Health Services technology strategy. Assists in the implementation of new software products for Health Services related to the recording of patient encounter functions and subsequent information retrieval. Assures that regulatory standards are considered in the support of health information systems. Assesses need for revision or development of Health Services policy and procedures. Serves on Health Services committees and provides advice and consultation regarding the implementation and use of healthcare applications within Cherokee Nation Health Services. Seeks out opportunities to promote IT awareness and education across the organization. Responsible for ensuring requests are met efficiently and timely by first and second level technical support. Ensures alignment of service delivery with industry standards such as Information Technology Infrastructure Library (ITIL) and continuous improvement processes such as Six Sigma and LEAN. Develops a means of measuring performance and applying metrics to aid in ongoing process and performance improvement; including designing and developing Service Level Agreements (SLA) while ensuring that SLA’s are met and exceeded, and over time, quality and consistent performance continues to evolve and improve, with a focus on ongoing and continuous improvement. Ensures timely service and support by monitoring adherence to incident, request and knowledge management standards; intervening in and escalating issues not being properly addressed. Monitors, maintains, analyzes and reports metrics on incidents, service requests and changes as well as call and request volumes; utilizes this information to make determinations on staffing levels, trends and service alignment. Develops Key Performance Indicators (KPI) metrics and performance reporting on an ongoing basis to Health Services management and to provide effective and actionable dashboards and reports. Develops a structured knowledge transfer or knowledge base and effective means of sharing this knowledge transfer in the most effective and efficient means available. Ensures proper documentation to allow service desk and support technicians to recover outages with minimal disruption to expected service levels. Assumes a leadership role on projects and initiatives where applicable. Designs, delivers, and oversees adequate training programs for technical service staff and other Health employees. Works closely with management throughout the organization in the formulation and management of budgets, resources, as well as appropriate business plans and metrics. Follows up with staff to verify SLAs and expectations are being met. Communicates pertinent information to create a work environment that lends itself to the best interest of Health Services. Assumes leadership and oversight for change management processes and procedures. Provides guidance and training to staff on change management, review and screen all changes to ensure accuracy. Hires, supervises, motivates, mentors, and professional development of staff to provide for an educated and capable staff of Health IT support professionals. Other duties as assigned.

Manages one (1) to two (2) subordinate supervisors who supervise up to 15 employees in the Health Information Technology department. Also directly supervises two (2) to ten (10) non-subordinate employees. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Bachelor's degree from 4-year college or university; or six years related experience; or equivalent combination of education and experience.

An additional seven (7) years experience in a related field with at least three (3) years in a supervisory capacity and three (3) years supporting a healthcare environment is required.

To perform this job successfully, an individual should have knowledge of Accounting software; Contact Management systems; Database software; Design software; Development software; Internet software; Inventory software; Order processing systems; Payroll systems; Project Management software; Spreadsheet software and Word Processing software.

Must possess a valid driver's license with a driving history verified through a motor vehicle report that meets requirements for Cherokee Nation underwriting rating. Certification in Information Technology Infrastructure Library (ITIL), Six Sigma, Project Management Professional (PMP), Control Objectives for Information and Related Technology (COBIT) or other similar process improvement methodology is preferred.

Project Management skills and proven leadership ability.

Knowledge of basic business interpersonal communication.