IT Services Manager - #258616

Medical Associates is hiring an IT Services Manager, based onsite at the West Campus in Dubuque, Iowa.

Where You Will Be Working:

Medical Associates Clinic is a physician owned multi-specialty group practice. Our 200+ providers and 900 health care professionals lead the way in providing quality healthcare in Northeast Iowa, Southwest Wisconsin and Northwest Illinois.

What You Will Be Doing:

As the IT Manager, you will ensure high quality customer service is a top priority of this department. Develop and implement processes to ensure customer needs are understood and issues are resolved in a timely fashion. Provide leadership for the areas of Help Desk, Clinical Applications Support, and IT Systems Training functions within IT. Works closely with other IT leaders to achieve overall department objectives.

Skills You Bring:

• Knowledge of Cerner EMR in clinic setting
• Strong leadership skills
• Positive, energetic personality with ability to make quick, tough decisions
• Strong communication skills
• Organization skills, multitasking, and follow-through
  
  

Essential Functions & Responsibilities:

• Manage assigned vendor relationships and ensure required actions are proceeding according to established timelines.
• Lead day-to-day end user support for a variety of applications, interfaces, and other customer support needs: including identification of problems and issues, and leading corrective action processes.
• Facilitate and coordinate team member interaction with physicians and other business partners to resolve conflicts and complaints. Proactively resolve issues and effectively communicate progress and outcomes.
• Collaborate with internal customers to identify top organizational IT priorities and partner with internal IT organization to deliver on items in a customer service fashion.
• Manage the selection, training, development, cross-training, performance evaluation, and performance issues for direct reports and departmental staff. Prepare schedule and assign work to assure adequate staffing levels to deliver a high level of service. Empower the staff to assure a high level of service delivery.
• Apply project management skills to effectively lead a variety of IT Projects. Develop effective and efficient processes within the IT Services team to maximize team effectiveness.
• Participate in professional development activities and maintain current knowledge applications, products and hardware supported by team.
• Complete all other assigned projects and duties
  
  

Expectations:

• Strategic Planning and Goal Setting: Proactively manage projects and long-term goals, establish timelines and action owners, ensure commitments are met.
• Decision Making and Resource Management: Gather information, evaluate impacts and risks, make timely decisions, manage resources responsibly.
• Leadership and Team Building: Set an example, model respectful and cooperative relationships, ensure team understanding and collaboration, motivate employees, address morale issues.
• Communication and Relationship Building: Communicate openly and effectively, build commitment and loyalty, manage difficult issues with empathy and clarity, promote a non-threatening environment for expressing opinions. Interact professionally, build rapport, treat everyone with respect.
• Innovation and Change Management: Implement new ideas and technologies, support change, remove obstacles, ensure resources are available.
• Performance Management and Development: Set performance and behavioral standards, promote personal accountability, encourage skill development and goal attainment, provide feedback and evaluations, support employee development and succession planning. Remain current with skills and industry knowledge and seek feedback for continual personal development.
• Customer Focus and Commitment to Excellence: Anticipate internal and external customer needs, respond proactively and ensure satisfaction. Demonstrate commitment to excellence, deliver quality work.
• Policy Compliance and Ethical Behavior: Comply with Medical Associates policies and behave in an ethical manner at all times.
  
  

Knowledge & Skills:



Experience: Five years to ten years of similar or related experience.

Education: Equivalent to a college degree.

Interpersonal Skills: Strong interpersonal relationship skills with ability to build solid rapport and workplace relationships with staff, physicians, and all support personnel.

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others inside and/or outside the organization, and/is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important (vendor reps, labs, offices, hospital, etc.) and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills: Effective organizational, oral and written communication skills, problem solving, program development, computer skills, strong leadership, and team building skills.