Manager – Access Care Technology
Responsible for managing the technology needs for system-wide digital access/care; oversee project work associated with digital functionalities and applications, aimed at creating robust digital access to the health system and executing virtual care; plan, design, implement and provide project management for digital care access assigned projects; nurture vendor relationships and manage vendor support; work closely with clinical, operational, and technical departments system wide, as well as with HFHS IT to project manage, support, maintain and leverage access/care technology; coordinate project and support life cycle of new and future technologies; serve as subject matter expert (SME) on aspects of access/care technologies; provide consulting advice to operational and clinical leadership and provide technical assistance/expertise to various system personnel; stay current with respective technology capabilities and compliance regulations, including vendor training and certification; collaborate with vendor partners and contractors; lead the implementation of major version upgrades and special updates/maintenance; manage complex access/care technology projects involving coordination of multiple participants and teams aimed at improving digital access/care operations within HFHS; develop and determine priorities and monitor status of projects on an ongoing basis; facilitate and prompt investigation of incidents and issues escalated through the Service Desk in a timely manner; gather information on possible source and scope of production problem issues/errors; initiate and support escalation response including testing, appropriate resources determination; facilitate vendor cooperation to perform root cause analysis and resolve problems related to applications; work with operational owners and IT Service Desk to maintain an appropriate knowledge base as digital solutions evolve and change; utilize and apply knowledge of data-driven decision making processes, new business onboarding procedures, Performance/Metric management procedures, improvement plan development initiatives, digital modality conversions, project management processes, customer service management, client/vendor relationship management activities, conflict resolution techniques, incentive management, Microsoft Office Suite of Tools, Recruitment activities and data management/visualization/analysis to perform assigned duties; engage in continuous improvement and best practice efforts by evaluating data/trends on performance, capacity and operational health of digital solutions; support the planning, design/build, test, implementation, support and operational needs of the organization; provide project management, resource planning, assessment of integration and/or interface needs, support and maintenance; promote, develop and adhere to system standards, and best practices; collaborate with the team to promote and develop consistent technical build, implementation and support processes that allow stakeholders to seamlessly adopt HFHS digital functionalities; oversee proof of concepts for new technology, processes, and/or workflows; and work with stakeholders in the identification, evaluation, selection, development, and implementation of applications according to requirements, specifications and compliance/regulatory standards.
Location: Detroit, Michigan and multiple undetermined worksites throughout the US.
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Education: Master’s Degree in Computer Information Systems, Healthcare Administration, Business Administration, or in a related field of study (will accept equivalent foreign degree);
Training: None
Experience: Two (2) years in the position above, as a Senior Consultant – Mobility, as a Team Leader, as a Team Manager, as an Assoc Manager – Account Management, or in a related occupation;
Other Requirements: Experience must include two (2) years use of all the following: Performance/Metric management procedures, improvement plan development initiatives, digital modality conversions, project management processes, customer service management, client/vendor relationship management activities, conflict resolution techniques, incentive management, Microsoft Office Suite of Tools, Recruitment activities and data management/visualization/analysis.
Will also accept any suitable combination of education, training and/or experience.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.