TEAM LEAD HITS (AMBULATORY & PATIENT EXP SRV)

General Purpose

• Under the direction of the Regional HITS - Applications and Patience Experiences Manager, collaborates with the Regional HITS leaders in setting the digital and technological vision that aligns with and supports UM Health's mission, strategic business objectives and operating philosophy.
• Supports the manager in providing work direction to the department.
• Collaborative and innovative team member with a track record of partnering successfully with various teams and key stakeholders to transform the use of digital technologies.
• Under the direction of the Health Information Technology & Services (HITS) Regional Ambulatory and Patient Experience Services Manager, the Ambulatory and Patient Experience Services Team Lead will offer daily operational oversight for the Ambulatory and Patient Experience Services team, ensuring stable and functional systems and services to the Regional Health System. Assists with the day-to-day operations of the team and technology solutions, providing support and guidance to team members as a coach/mentor.
• Collaborates with the manager to optimize applications, including maintaining clinical documentation and technical roadmap, resource plan, and coordinating with vendors for integrated applications. Demonstrating strong technical skills, leadership, and motivational abilities enabling them to contribute to resolving operational issues.

Essential Duties

• Collaborates with HITS leadership to develop strategic and tactical business plans for their functional and architectural area(s), while also participating in the overall business, technical, and architectural strategic planning process.
• Collaborates with HITS leaders to plan, develop, and implement standard support processes.
• Serves as a change agent to spearhead transformative change by fostering a culture of innovation, collaboration, and digital proficiency across the Health Systems.
• Develops and maintains best practices for customer service and technical support.
• Partners with department manager and HITS leadership in the review and development of strategic plans, projects and division operational processes, procedures and policies, and development of divisional culture based on being a cohesive team to ensure their area's involvement is represented.
• Helps to maintain a high level of HITS customer service to UM-H Corp caregivers/employees, physicians, patients, and community.
• Assist in maintaining positive customer relations with customer areas to evaluate department effectiveness, identify problems, and determine future needs.
• Provides stable and functional systems and services to UM-H Corp,
• Assists the manager with assembling project teams, assigns individual responsibilities.
• Assists the manager with the identification and implementation of quality improvement projects and facilitates the departmental changes to enhance/improve services provided.
• Provides direction to other team members on the priorities of day-to-day tasks.
• Monitors team performance and reports on operational metrics assigned to the team.
• Leads the creation and delivery of solutions as a Subject Matter Expert; Provides expert guidance to the team on new solutions and designs.
• Ensures compliance with organization security and confidentiality requirements.
• In collaboration with HITS Leadership Team assists with plans and programs for disaster recovery and business resumption.
• Provides oversight regarding system change requests and tickets including testing, tracking and prioritization of change requests and tickets. Follows and enforces Change Control processes to ensure proper approval, coordination, and communication of systems changes.
• Participates in on-call and Daily Safety Meeting rotations, as needed.
• Ensures maintenance of accurate documentation and issues by using standard methodologies. Monitors adherence to technical and functional standards.
• Keeps up to date with industry trends and developments.
• Collaborates with team members to identify and select the appropriate tools for developing team deliverables.
• Responsible for their area's functional teams and provides guidance in prioritizing and assigning work.
• Provides direction, coaching, and mentoring to their team members. Provides input to supervisors and managers regarding hiring, annual evaluations, and performance reviews.
• Foster an environment and culture conducive to attracting, retaining, and advancing professional, technical, and support personnel.
• Supports the dept manager in defining and communicating performance expectations; ensures team members are aware of these standards and provides balanced input to manager based on these standards.
• Provides functional and technical expertise to the health system.
• Ensures compliance with organization security and confidentiality requirements.
• Maintains relationships with vendors and helps ensure proper contractual agreements are maintained and followed.
• Develops and maintains necessary documentation systems and processes that ensure all applications, systems, hardware, and processes are identified, understood, and available for reference.
• Enhancing professional and educational development through engagement with relevant training sessions, reading materials, involvement in industry organizations, memberships, and participation in networking opportunities within the industry.
• Serves as a facilitator, diplomat, mediator, and negotiator to effectively coordinate HITS strategies, operations, processes, acquisitions, and development projects.
• Coach and mentor, a high performing team of application support associates, analysts, and other HITS professionals to design, develop, implement, and support system needs for Ambulatory and Patient Experience Application technologies.