Director of Ambulatory Applications Support/Build - Remote Opportunity

JOB TITLE: Director, Ambulatory Applications Support/Build

JOB SUMMARY:

The Director of Application Support/Build leads the production support strategy, direction, implementation, configuration, maintenance, security, compliance, and daily operational support for internal and external enterprise-facing applications. The Director is responsible for developing and executing a comprehensive strategic plan for the Applications Support/Build Services team aligned with the Surgery Partner's goals and objectives. This critical role involves providing technical expertise, strategic guidance, and leadership to ensure the smooth operation and support of our ambulatory applications.

RESPONSIBILITIES:

• Responsible for directing, oversight, and accountability of the Applications Support/Build Team so they are achieving designated KPIs.
• Problem-solver with exceptional customer service skills, exceeding customer expectations.
• Oversee the support/build team to deliver exceptional customer service by identifying and documenting customer needs and issues.
• Communicate and collaborate across teams and departments to help solve issues.
• Ownership of the transition to support plan.
• Supports the team with escalation and resolution of delays and issues. Escalate to the Senior Director, Ambulatory Applications Portfolio, as needed.
• Led, planned, and communicated HST Upgrades. This includes escalation of risks and issues.
• Perform special projects as required by leadership.
• Develop and present status reports as required.
• Collaborates with the Implementation and Optimization teams to provide high-quality and timely support.
• Manage, track, and oversee all escalations to the vendor for timely resolution.
• Oversee the management and delegation of build tasks.
• Ensure build tasks are completed on schedule to support internal and external timelines.
• Create new hire and cross-training plans and documentation.
• Establish and drive productivity and positive results in support of team KPIs.
• Provide coaching, mentoring, and support to the team on technical and non-technical issues.
• Partner across the Ambulatory Applications teams and cross-functional team members to identify, define, collate, document, and communicate data conversion best practices.
• Other duties as assigned

BASIC PERFORMANCE CRITERIA:

• Demonstrates the Surgery Partners' Code of Conduct and adheres to policies, procedures, and safety guidelines.
• Demonstrates ability to meet the department's business needs with regular, reliable attendance.
• Employee maintains current licenses and certifications required for the position.
• Practices and reflects knowledge of HIPAA, TJC, OSHA, and other federal/state regulatory agencies guiding healthcare.
• Completes all annual education and competency requirements within the calendar year.
• Is knowledgeable about compliance requirements for federally funded healthcare programs (e.g., Medicare and Medicaid) regarding fraud, waste, and abuse. Bring any questions or concerns regarding compliance to the immediate attention of administrative staff. Takes appropriate action on concerns reported by department staff related to compliance

EDUCATION/REQUIREMENTS:

• Bachelor's degree preferred.
• Minimum of 3-5 years of management experience
• Minimum of 7-10 years of application support experience
• HST application experience is required.
• Electronic Medical Record (EMR) experience.

KNOWLEDGE AND SKILLS:

• Proficient with MS Office Products (Word, Excel, PowerPoint, Visio)
• Strong verbal, written, and presentation skills
• Excellent interpersonal skills to promote the customer's experience
• Experience with clinical informatics rounds to optimize systems and achieve outcomes
• Ability to problem solve with good judgment and attention to detail
• Experience with using data to drive adoption and project outcomes
• Ability to manage time and prioritize tasks
• Professional delivery with skilled business acumen to interact at all levels of the organization
• Has attained prior healthcare experience with hospitals, surgery centers, or physician offices
• Ability to work independently in a fast-paced, agile environment
• Maintains regular attendance habits, follows directions, takes initiative
• Ability to work with minimal supervision to accomplish the task
• Ability to manage frequent interruptions that result in having to re-evaluate priorities.
• Ability to travel as needed to meet the critical functions of the role (estimated up to 50%)

PHYSICAL/MENTAL DEMANDS:

Requires sitting and standing associated with a typical office environment. Remote position with the ability to travel up to 10% to facilities for critical projects, initiatives, and primary functions. Ability to perform HST EMR rounds and "at-the-elbow" support as needed in this role at Surgery Partners facilities to promote EMR adoption and drive project success.