The Solutions Manager oversees, supports, reports and provides expertise in the design, implementation and evaluation of all business information system to include, revenue cycle, Charge Services, Health Information Management, Clinical Reporting and Patient Access Management
In addition to being accountable to direct line management, the Manager will be accountable to and take direction from the EHR Alliance Senior Director. The Manager will directly interface with IT’s internal customers at the Manager, Director and Vice President levels.
EHR POSITION PURPOSE
This position provides strategic oversight to lead and execute Dignity Health’s Revenue cycle plan integration into the EHR Alliance Program. The Solution Manager is responsible for developing, monitoring and updating the Clinical project plan and therefore requires a detailed understanding of project management methodologies and the project management lifecycle approach.
The position acts as a liaison for hospital senior leadership and management at the EHR CIS sites and is a spokesperson for the project with Dignity Health leadership in revenue cycle, risk management, quality, and administrative services.
The role provides guidance in the integration of team management and development; revenue cycle content; workflow and operational processes; and knowledge into informatics solutions to program team leads and experts to optimize the functional content, implementation, and benefits realization of EHR Alliance Program.
The position supports the revenue cycle and clinical improvement initiatives through the effective use of Revenue Cycle Information Systems. This position creates and implements a plan for knowledge management and a plan for robust support processes for Dignity Health revenue cycle users, including a process for change requests and functional priorities.
The role has direct supervision of Dignity Health employees and third party contracted resources. The Solutions Manager also has matrix responsibility for other program resources, domain leads and experts for revenue cycle areas (non-nursing focused): Charge Services, Health Information Management, Clinical Reporting and Patient Access Management.
HR: Reports to Senior Director EHR Alliance Implementation
Project: Reports to Program Director
Ø Strong understanding of current technologist and the ability to learn technologies quickly
Ø Problem solving skills: Adapt in response to new information, shifting priorities, changing conditions, or un-expected obstacles.
Ø Strong communication and integration skills: Ability to train, and ability to effectively communicate with customers including listening asking relevant questions, giving appropriate guidance and feedback.
Ø Facilitation ability is a strong component of role: Manage meetings & Conflict resolution
Ø Conceptual skills: Understanding how decisions impacts projects and people
Ø Works independently with only general direction and minimal supervision. Uses skills and abilities to complete complex tasks, including deciding which processes to use.
Ø Advocates for and positively represents other programs and services when working with customers and stakeholders
Ø Show the ability to be self managed, can manage own time and prioritize work to meet timeline.
Ø Demonstrate ability to reason logically and provide effective solution to complex problems. Make high quality decisions based on facts and business priorities.
Ø Delivers products and services when and where the customer needs them. Explores options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied.
Ø Ensuring that the work carried out by staff is aligned with the organization's mission. How their position contributes to the mission, goals and objectives of the organization
Ø Accept responsibilities for own action and demonstrate trust worthiness and high personal standard with dealing with others.
Ø Focus energy on activities that will achieve the greatest results.
Ø Insures the integrity, reliability, consistency, and efficiency of integration between business and technical processes.
Ø Provides oversight for continuity of the business environment and application functionality in accordance with the intended design as deployed from facility to facility.
Ø Monitors compliance with Project Plan to avoid/limit scope creep.
Ø Monitors compliance of resources, schedule in order to assure quality safety service.
Ø Leads and coordinates the implementation of redesign, of current and future workflows.
Ø Leads the site project plan in testing efforts, including the development of test scenarios, execution of test scripts and documentation of results.
Ø Is intimately familiar with best practices as they relate to all business information applications.
Ø Ensures that all business information architecture is consistent with Dignity Health business requirements.
Ø Supports, monitors, and complies with all Dignity Health clinical transformation requirements.
Ø Provides extraordinary customer relations and quality service in the area of expertise.
Ø Coordinates activities with other IT stakeholders including, database, telecommunication, operations and technical support, etc.
Ø Collects, coordinates, and manages users’ issues, expectations around the development, functionality, and outcomes. Solicits feedback on development, functionality, upgrades, planned downtimes and application and device performance.
Ø Tracks feedback on solutions and ensuring the voice of the end user is represented.
Interacts extensively with and builds strong relationships with vendors, hospital leadership, and other IT leaders.
Ø Develops, leads, coaches direct reports
Ø Bachelor’s degree or equivalent professional experience required.
Ø 15+ years of IT experience in a healthcare environment.
15+ years of leadership experience.
10+ years Project Management experience.
Knowledge, Skills and Abilities Required:
Ø Extensive knowledge of various IT applications.
Ø Excellent knowledge of healthcare-related software applications.
Ø Requires strong background in project management as it relates to Health Information Management, Patient Access, Charge Service, Patient Care, Pharmacy, Lab, Clinical Reporting, Patient Care, and Imaging Applications.
Ø Strong interpersonal and relationship-building skills, with the ability to manage up, down and across levels of the organization.
Ø Ability to create, manage and enhance customer and vendor relationships.
Ø Highly self-motivated, self-directed, and attentive to detail.
Ø Ability to work in a complex and matrixed team environment; experience working in a team-oriented, collaborative environment.
Ø Ability to handle multiple tasks, set priorities, schedule, and meet deadlines.
Ø Identification with and support of the Mission and Values of Dignity Health and its Sponsors.
Ø Understands and employs fundamental concepts, practices, and procedures relating to systems analysis and design.
Ø Strong understanding of process redesign including documentation of current state IT and Business processes. Ability to facilitate future state workshops with end users.
Ø Knowledge of business operations and in-house business systems required.
Ø Ability to understand IT projects and concepts as they relate to high-level business objectives, and ability to present those concepts to both IT and non-IT audiences in a concise and easily understandable manner.
Ø Strong knowledge of MS programs e.g. Word, Excel, Access, PowerPoint, and VISIO
Ø Excellent analytical and problem-solving skills required.
Ø Possess thorough understanding of business analysis techniques and tools.
Ø Proven abilities in problem management, process analysis and root cause analysis.
Ø Identification with and support of the Mission and Values of Dignity Health and its Sponsors.
Ø Strong communication skills (written and verbal) for information gathering and the ability to interact with various client groups.
Ø Excellent interpersonal skills to communicate effectively with peers administration and other IT staff.
Ø Must be able to work in a Labor/Management Partnership environment.
Ø Ability to work in a complex and matrixed team environment.
Ø Ability to handle multiple tasks, set priorities, schedule and meet deadlines.
KEY WORKING RELATIONSHIPS
The key working relationships of the position include:
Ø EHR Alliance Senior Leadership
Ø Facility Leadership
Ø Health Information Management
Ø Patient Financial Services
Ø Patient Access Departments
Ø HIM Council
Ø Program Directors
Ø Solutions Managers
Ø EHR Project Office Team
Ø Project Managers
Ø Hospital staff
Ø 3rd Party Vendors
Travel at times will be extensive (approximately 80%)as responsibilities range across 12 to 15 hospitals in California, Arizona and Nevada, with IT Corporate Operations in Phoenix.
About Dignity Health
Dignity Health, headquartered in San Francisco, Calif., provides integrated, patient and family centered care. It is the fifth largest health system in the country with 10,000 physicians and 55,000 employees across Arizona, California, and Nevada. Through its network of more than 150 ancillary care sites and 40 acute care hospitals, Dignity Health is committed to delivering compassionate, high-quality, affordable health care services with special attention to the poor and underserved. In 2011, Dignity Health provided $1.4 billion in charity care, community benefit and unreimbursed patient care. For more information, please visit our website at
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