The Information Services Manager is responsible for the development and/or acquisition, implementation, and support of information systems as assigned. Staff management and growth are important functions of this position. This position manages all existing vendor relationships to contractual obligations of performance and deliverables; project management skills are essential for this role. In addition, the Information Services Manager is responsible for assisting in vendor contract negotiations and ensuring ongoing support and issues resolution throughout the hospital related to Information Services in support of the organization?s operational, management, business, marketing, and strategic planning needs.

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Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.

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Management Responsibilities

• Responsible for the effective and responsible management of assigned staff, projects and budgets. 
• Learns and adheres to NCH and departmental standards, policies and procedures. 
• Serves as a role model for all management and staff relative to job performance, loyalty, dedication and all other ethical and work-related philosophies.
• Recruits, hires, and supervises competent staff.
• Develops and delivers Information Services presentations to various hospital committees and administration as appropriate or requested for assigned area(s) or responsibility.
• Prioritizes, communicates, distributes and monitors assigned projects.
• Develops, implements, and evaluates goals and objectives, including performance goals, priorities, performance against objectives and development plans with team members on a monthly basis. 
• Mentors, coaches and develops the performance of others. Ensures adequate training, development, and career-pathing opportunities for all team members.
• Participates and facilitates work and assigned duties on teams such as ISMT, PMO, and others.
• Supports all NCH initiatives to maintain standards and guidelines for privacy, protection and regulatory entities.

Project Management

• Responsible for the management of systems and services to ensure:
  • Assignment of staff to projects
  • The development of work plans
  • The monitoring of system design and development progress
  • Department level of systems training
  • The systems implementation
  • On-going system support and maintenance.
• This position is also responsible for implementing PM methodology and disaster recovery and security process/standards with team members toward the overall purpose of ensuring accountability.
• Proactively works with the Director to manage scope, timelines, deliverables, budgets and quality to exceed expectations. 
• Provides coaching, mentoring and guidance to ensure project capability and achievement of results and leads the project development and implementation of technology-related projects.
• Reviews and evaluates project priorities and statuses with the Director and/or appropriate hospital administrators, department directors, and department staff.
• Manages diverse project teams, with multi-functional IS representation.

Information Security

• Responsible for protecting the confidentiality and integrity of information and maintaining the technical mechanisms of obtaining legitimate access to it as it related to user access management.
• Implements and supports the Identity Management program components of user provisioning, single sign on and web access management? Documents and implements the information security procedures as required by the Information Security program
• Monitors compliance with the organization's information security policies and procedures among employees, contractors, alliances, and other third parties related to user access management
• Monitors advancements in technologies and changes in legislation and accreditation standards that affect identity and access management
• Ensure timely, accurate, and secure user provisioning into enterprise systems by ensuring processes are effective and well-communicated.
• Participate in and ensure staff participate in security training.

Vendor Relationship Management

• Responsible for working with the Director in the negotiation of key vendor contracts and ensuring the on-going support and maintenance of the various information systems including
  • Newsystems
  • System upgrades and enhancements
  • Maintenance agreements
  • Consulting services.
• Actively participates in meetings relating to the selection of all systems and approves department level decisions.
• Aggressively works with Director to identify key future providers.
• Leads the team to assess the performance of vendor providers on a regular basis.
• Works aggressively with the Director to assess contract negotiation, market competitiveness, and analysis of all agreed upon outcomes.
• Manages the external vendor relationship ensuring optimal performance and project outcomes.

Technology Planning

• Responsible for the management of identified short- and long-range goals and plans for the Systems Engineering department, ensuring that they are consistent with the hospital's strategic mission, goals, plans and priorities with the guidance of information services leadership. This position is also responsible for the planning for system optimizations and review of new technology options.
• Manages technology infrastructure by analyzing, identifying, and documenting the hospital's information requirements and priorities for assigned area(s) of responsibility.
• Works collaboratively with others in the selection, acquisition and implementation of all information systems and technology solutions, primarily for assigned area(s) of responsibility.
• Supports team to plan for future technology needs. 
• Partners with customer groups to identify long-term strategy for technology solutions 
• Researches and seeks out best practices for new and emerging technology infrastructure and recommends applications for the future.
• Provides information to other relevant departments for technology planning process.
• Participates in benchmarking groups to uncover new technology and determine appropriate fit for future needs of the Systems Engineering department.
• Develops standards for systems implementation

Process Improvement

• Responsible for the initiation, the promotion, and stimulation of the continuous performance improvement process, through careful investigation and research designed to assess or improve clinical, administrative, financial and educational outcomes. Responsible for the management of identified growth initiatives of the Information Services Manager Team as assigned. 
• Analyzes and facilitates identified work process improvements. 
• Plans, designs, develops, and implements procedures and systems to make internal and external processes available for the hospital's general use.
• Ensures proper collection, editing and integrity of hospital information for assigned area(s) or responsibility.
• Evaluates and makes recommendations for improvements and leads team in the analysis of the hospital's current Systems and procedures related to system design, development, implementation, support and any other areas of improvement.
• Facilitates problem management and change management processes to ensure desired outcomes as directed.

Customer Relationship Management

• Responsible for working in collaboration with the Director and various medical and hospital staff at all levels, for the development and coordination of Network Systems. Responsible for consistently meeting and exceeding all departmental and organizational customer service levels.
• Proactively plans and partners with customers to define potential projects and assigns all necessary resources. 
• Works with the Director to develop systems and process to ensure quality service delivery.
• Works with the Director to identify key internal stakeholders and ensures projects are meeting established requirements.
• Ensures team members understand the needs and requirements of the internal customer and the delivery to meet and exceed expectations.
• Responds to internal customer requests to meet application needs by maintaining a customer reporting document which includes issue and request tracking and ideas for future consideration.
• Meets routinely with the Director and/or key internal customers to discuss status, issues and future plans for area(s) of assigned responsibility.
• Provides visible leadership to support key internal customer relationships for current and future initiatives.
• Proactively builds positive internal customer relationship with a commitment to regular interaction and feedback with all NCH entities.

Planning, Budgeting, and Capital Improvements

• Responsible for actively participating in the information services department annual planning process by making recommendations and managing functional annual plans in coordination with the IS Leadership Team.
• Enhances and develops IS capital improvement processes as directed by supervisor and implements process improvements with all customers.
• Provides feedback about budget needed for departmental staff, equipment and supplies by collecting analyzing data.
• Prepares and monitors the capital and expense budgets for assigned areas of responsibility.
• Analyzes data and plans accordingly to support overall planning and budgeting process.

KNOWLEDGE , SKILLS AND ABILITIES REQUIRED

• Bachelor's degree in computer information science, management, healthcare administration, or a healthcare-related field. 
• 3-5 years of experience in hospital information systems management, project management, and systems implementations with superior achievements.
• Exceptional interpersonal, presentation, and communication skills required to interact effectively with all hospital staff, medical staff, and external contacts (i.e. vendors).
• Proven methodology for team development and management, along with consensus building skills.
• Ability to communicate information service concepts to a broad range of technical and non-technical staff. Strong written, verbal, and listening skills are required with the ability to present effectively to small and large audiences.
• Strong analytical skills required to analyze existing procedures and recommend modifications, coordinate system implementations and evaluations, and develop and monitor budgets.
• Organizational skills to effectively and efficiently manage the tremendous number of policies, procedures and other information services documentation.
• Strong sense of individual accountability while being an excellent team player.
• Ability to modify work schedules and practices to meet job requirements

MINIMUM PHYSICAL REQUIREMENTS

• Sitting 
• Talking on phone/in person 
• Typing on a keyboard
• Standing/walking 

The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

EOE/M/F/Disability/Vet