Manager, Application Support

This position is responsible for providing leadership to the IS department and for management of its human, material and financial resources.  This leader is expected to role model the organization values of care, quality, stewardship, accountability, integrity and courtesy.  S/he is also expected to formulate a plan for the operation of his/her department that is in alignment with Lakeland Regional Medical Center?s vision (Creating the Best Health Care Experience), core purpose/mission (Improving Lives by Delivering Exceptional Health Care), and which supports and is fully integrated with organizational strategic plan and operational goals and objectives.  S/he will work collaboratively with other leaders within the center and throughout the hospital to achieve department, center and hospital-wide quality, satisfaction, and financial goals.  Serves as a member of the Information Management Business Center Leadership team. Plans, directs, and manages the overall operations of the Information Services Application Support Team. Responsible for coordinating aspects of planning, design, development, implementation, maintenance, and evaluation of all LRMC Information Systems applications. In collaboration with other IMBC Managers, twenty four hour oversight responsibility to ensure the quality and cost effective delivery of Information Services.  Coordinates organization wide information management projects. Reports to the Director Information Services.

 

 Primary Responsibilities/Essential Functions

 

1. Coordinates the delivery of Lakeland Regional Medical Center Information Services Application Support. 

 

2. Manages resources involved in all aspects of information systems analysis, planning, design, development, testing, and implementation.

 

3. Participate in strategic and tactical planning related to future direction of Information Services

 

4. Aligns financial, human and material resources of the department so as to accomplish department and organization goals and objectives.

 

5. Develops staff and others so that service is delivered in a cost effective efficient manner.



6. Serves as project coordinator and/or advisor for organization wide information system projects.

 

7. Develops systems to monitor and improve departmental performance.

 

8. Oversees that information system development efforts are consistent with information management standards of practice and all license or regulatory agencies.

 

9. Collaborates with LRMC Administrative and Management team in the review, recommendation, selection and implementation of Information Systems to support the accomplishment of LRMC goals and objectives. 

 

10. Serves as organization resource as to trends in the Information Industry and recommend changes in LRMC practice.

 

  I.  Delivering Exceptional Healthcare

 

A. Coaching/Development:  Leads by example.  Creates a shared vision and integrates LRMC?s core purpose/mission and values into daily activities.  Coaches, mentors, develops staff to ensure staff competence; alignment with organizational vision, values and behaviors; and ongoing professional development.

 

B. Personal/Professional Accountability/Integrity: Is accountable for demonstrating unwavering commitment to LRMC?s Vision, Core Purpose/Mission, Values and Behaviors.  Demonstrates high ethical standards and acts in a manner which is consistent with his/her stated beliefs. Takes responsibility for his/her performance and actions.

 

 

C. Achievement Orientation:  Continuously enhances and develops personal skills to meet the ever-changing needs of the health care environment. Takes action to set and achieve goals beyond what is required.  Demonstrates enthusiasm about goals and gets satisfaction from surpassing previous goals.  Works hard to achieve objectives and sees tasks through to completion despite boredom, distractions, and external challenges.  Is purposeful, diligent, and has a very clear direction in life.

D.  Ability to Influence Others Demonstrates the ability to assert own ideas, persuade, and effectively influence others.  Gains support for new ideas, suggestions, methods, and approaches to accomplishing work.  Inspires, motivates, and mobilizes others to take actions to complete tasks and assignments.  Facilitates involvement of key stakeholders to achieve organizational goals.

 

 

 

E. Care/Collaboration:  Exhibits care by thoughtfully serving the needs of others.  Maintains a high level of performance and well being despite work pressures, interpersonal challenges, ambiguity, or adversity.  Role models a collaborative and consultative work style and demonstrates a willingness to seek, value, and affirm the opinions and views/values of others.

 

 

F.  Change Leadership:  Serves as an agent for change by challenging traditional practices and actively pursuing positive change.  Identifies new opportunities and champions new initiatives.  Takes unpopular stands when necessary to pursue progressive changes.  Adapts personal strategies/methods to achieve desired results.  Demonstrates flexibility, versatility, and balance.

II.  Provides Best Community Stewardship

 A. Conscientious Leadership: Takes action that demonstrates dependability and reliability.  Demonstrates the ability to be well organized.  Pays attention to details. Consistently completes projects, tasks, and assignments on time and with high quality.  Continually assesses balance between cost and quality.

 

B. Budget Standards Achievement: Focuses on cost control, utilization management, and cost reduction. Engages employees and physicians in cost containment initiatives.  Meets budgeted standards for average cost per adjusted discharge, target census, target ratios, and target flexible budgeted expense.  Shares accountability for achieving or exceeding LRMC?s budgeted Net Operating Income.

 

C. Resource Management: Ensures effective and efficient use of supplies, equipment, physical space, and time.  Establishes adequate inventory levels.  Evaluates products and equipment for maximum quality at minimal cost.  Collaborates house-wide to reduce non-labor expenses.  Oversees continuous monitoring of equipment to ensure patient/employee safety.

 

 

D.  Information Management:  Demonstrates knowledge of LRMC?s key software applications and exhibits information management competency sufficient to perform role.

 

  III.  Creates the Best Place to Work

A. Staff Management/Supervision:  Hires, retains, develops and promotes talented people.  Maintains approved staffing levels.  Collaborates with other leaders to leverage human resources.  Regularly assesses skills/development needs of direct reports and ensures that supervisors continually assess the

 

competency of all staff, including contract/agency/volunteers.  Addresses performance variances in a timely and consistent manner. Demonstrates a commitment to foster the growth and development of others.

 

B. Rounding:  Is visible and accessible by performing patient/staff rounds as required.  S/he is approachable and interacts appropriately.  Leverages time spent in rounding by continuously observing and gathering information, and by ensuring that feedback is provided when appropriate.

 

C. Conflict Management:  Creates an environment of mutual trust and respect.  Demonstrates the ability to effectively resolve interpersonal differences and manage conflict with others.  Brings interpersonal conflicts into the open and attempts to resolve them collaboratively.  Seeks ?win-win? solutions for all individuals.

 

D.  Communication:  Speaks and conveys thoughts in a clear and concise manner.  Expresses ideas effectively and persuasively in individual and group situations.  Demonstrates attention to and conveys understanding of others through active listening.

IV.  Establishes Environment for the Best Patient ExperienceA. Service Leadership Orientation:  Role models a commitment to service excellence. Demonstrates willingness to seek feedback, listen, and understand internal and external patient/customer?s needs, problems, and complaints.  Anticipates customers? needs.  Gives high priority to quality service outcomes.

 

B. Courage/Initiative:  Serves as a business driver.  Demonstrates the ability to honestly assert ideas and opinions in the face of opposition.  Steps forward to address difficult issues.  Stands firm and takes responsibility to deal with important problems.  Takes action to achieve goals beyond what is required without direction from others.

 

C. Emotional Self-Mastery (Self-Control) and Courtesy:  Consistently demonstrates courtesy and consideration for the opinions, feelings and values of others.  Modifies behavior as appropriate to facilitate effective relationships with individuals of diverse backgrounds and work styles. Manages emotional responses even in the face of conflicts.  Responds appropriately when faced with interpersonal challenges/threats.  Demonstrates the ability to manage strong emotions such as frustration, impatience, and anger in difficult interpersonal situations.

 

Job Specifications

 

Education:  Bachelor?s Degree in Business, Information Management, related health care field or equivalent work experience. Advanced degree in management-related field preferred.  Must complete LRMC Management Orientation/Training within the first six months in role.  Applicants who have completed LRMC Succession Planning Curriculum preferred.

 

Licensure:  None

 

Experience: Minimum five years experience in healthcare and minimum five years experience with information systems development and/or implementation required. Minimum 3 years supervisory experience required. Must have strong multi-project management skills. Strong interpersonal and written communication skills required 5-7 years experience in professional/technical role.  Previous management experience preferred.

 

Skills:   Advanced level of Project Management and analytical skills. Presentation skills required Demonstrated Experience leadership ability.  Demonstrated ability to manage human, material and financial resources.

 

Interpersonal Skills:  Able to communicate effectively with wide range of employees, leaders at various levels, physicians and other customers.  Communicates proactively to prevent problems.  Negotiates effectively to resolve conflict.

 

Physical Effort:  Refer to Physical Demands and Working Conditions Form.

 Hours of Work:  Primarily days however, 24 hour accountability for service.  Weekend and alternate shift hours to meet needs of department may be required. Responsible to provide leadership coverage through self and supervisors during all operating hours of the dept.