GENERAL SUMMARY: Manages the customer experience technology and business innovation needs for system-wide front door, including digital transformation. Oversees project work of a complex nature associated with front door/digital functionalities and applications, aimed at creating robust front door/digital access to the health system and executing virtual care. Focusing on the customer and team member experience, the manager is responsible for experience technology and business innovation plans, designs, implementation, and project management. Nurtures vendor relationships and manages vendor support. The responsibilities are accomplished by leading system-wide clinical, operational, and technical departments, in addition to collaborating with Henry Ford Health IT to project manage, support, maintain and leverage access/care technology.
EDUCATION/EXPERIENCE REQUIRED:
- Bachelor's degree in business, technology or related field required.
- Master's Degree preferred.
- Five (5) years of relevant experience in a closely related field required: industrial/related engineering, project management, virtual care, nursing or medical field, business administration, healthcare administration, organizational development, telecommunication, information technology, analytics, or similar field.
- Demonstrated experience in a leadership role on a major project or change management effort.
- Demonstrated experience-leading large-scale system-wide organizational change with multiple business units and stakeholder groups.
- Experience in the selection, implementation, and use of technologies such as EMRs and EMR integration with external vendors.
- Proven track record in managing diverse teams, including highly-skilled technical resources as well as developing team members of varying skill levels.
- Must be able to handle difficult and sensitive situations using sound, independent judgment within general policy and legal guidelines.
- Excellent oral, written, interpersonal, analytical, organization skills are required, and be guided by a compelling client/customer orientation.
- Excellent Strategic Thinker; possess ability to provide thoughtful leadership to develop creative solutions for complex business and technical problems.
- Ability to collaborate and influence, as well as assign, guide and monitor the work of others without direct reporting relationships.
- Telecommunication knowledge and experience preferred.
- Strong leadership skills applicable to facilitate multi-disciplinary teams and help group reach consensus on complex issues.
- Strong interpersonal skills; ability to communicate effectively with all levels of management and staff across the System.
- Ability to lead/provoke the thinking of senior level administrators and clinical leadership.
- Oral and written communication skills, including the ability to teach/explain technical/analytical concepts to non-technical managers and staff, as well as the ability to communicate business needs and risks to IT operations.
- Sound decision-making skills in high stress/critical business operation situations.
- Self-directed and takes proactive initiatives with strong organizational skills and ability to multi-task.
- Demonstrate ownership and dependability.
- CERTIFICATIONS/LICENSURES REQUIRED: Vendor certifications (i.e., Epic) and PMP certification or equivalent strongly preferred.
Additional Information
- Organization: Corporate Services
- Department: Ambulatory Contact Center
- Shift: Day Job
- Union Code: Not Applicable
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Henry Ford Health System
Dec 28, 2024