Sys Manager IT Consumer Experience Growth and Support

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S., from clinics and hospitals to home-based care and virtual care services, CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources, CommonSpirit is committed to building healthy communities, advocating for those who are poor and vulnerable, and innovating how and where healing can happen, both inside our hospitals and out in the community.

CommonSpirit Health is looking for a pivotal leadership role with this unique position, which will not only deliver exceptional consumer support but also pioneer new solutions, leveraging the power of Epic and emerging technologies. The Senior Manager, Consumer Experience Growth & Support is a dynamic people leader responsible for converging and advancing our consumer-facing IT support and strategic Epic/EHR innovation initiatives. This role is central to elevating our consumer experience by ensuring seamless, empathetic support, while simultaneously cultivating a nimble team of IT EHR analysts to explore, prototype, and integrate strategic EHR capabilities. This leader will balance the operational demands of a support environment with the strategic imperatives of discovery, proof-of-concept development, and tight integration with EHR build teams, implementation, and long-term governance. Success in this role requires exceptional leadership across matrixed teams, a deep understanding of IT service delivery, and a forward-thinking approach to leveraging technology for enhanced consumer outcomes. If you are passionate about fostering talent, bridging technical domains, and delivering 'white glove' service, we invite you to lead this exciting journey.

• Strategic Leadership: Provide strategic leadership, oversight, and mentorship for a diverse team of IT professionals, encompassing both consumer support and Epic/EHR innovation analysts. This includes fostering a culture of excellence, continuous learning, and empathy.
• Consumer Experience Support Vision: Set the vision for, and drive the transformation of, consumer-facing IT support to deliver a 'white glove' experience, emphasizing proactive service and high-quality resolution.
• Performance Management and Strategic Cross-skilling: Provide performance feedback and complete performance evaluations for Team-members. Informal performance feedback should be provided on a frequent basis, and should include feedback from fellow Team members. Feedback should be focused on recognition for achievement, and opportunities for growth.
• Strategic Thinking and Bridging Capabilities: Strong skillset in matrixed management to bridge EHR analysts from implementation and support, with consumer web and app POC, development, and translating consumer and patient feedback into product and engineering requests; lead and inspire team with technical aptitude at a level development teams maintain.
• Application Stewardship: Responsible for support of clinical and/or business IT applications and systems, from identification of technology issues and implementation of support practices to prioritize, assign and resolve issues to accepted standards for application development and support and deliver white glove support for our consumers.
• Operational Resource Management of a diverse team: Strategically manage team schedules, including on-call rotations and resource allocation, to ensure 24/7 operational coverage for consumer support while also dedicating capacity for strategic innovation initiatives.
• Epic, TPA and Engineering Upskilling: Drive the upskilling and cross-training of consumer support personnel in Epic applications and workflows to reduce reliance on external teams, enhance first-call resolution, and prepare for future Epic-centric support models, maintaining proficiency in various third-party applications (e.g., Adobe, Salesforce, and more).
• Innovation & Discovery Lead of EHR capabilities: Dotted line accountable leader, to pair with development teams from discovery, inception, development, and execution of Proof-of-Concept (POC) projects and discovery initiatives, with the specialized role of being the SME forEpic/EHR functionalities to enhance consumer experience and operational efficiency.
• EHR Relationship Management and Growth mindset, nimble team cultivation: Supports multiple business applications with key focus on Epic applications and upskilling direct reports on Epic support models. Maintain strategic relationship with Epic Build and maintenance teams and facilitate seamless support alignment with engineering teams over integrated third-party applications. Cultivate and manage a nimble team of specialized Epic/EHR analysts (e.g., MyChart, Cadence specialists) focused on innovation, integration, and strategic problem-solving.
• Seamless Integration and Implementation and Strategic Bridge Building: Collaborate with Epic Gold, Operations & Maintenance (O&M) teams, and other internal stakeholders to facilitate seamless transitions from POC to production, ensuring long-term governance and support alignment. Act as a critical bridge between Consumer Support, Consumer Development, Epic Build, and other IT departments (e.g., SREs, Microservices, APIs, etc), translating consumer insights into actionable product and system enhancements and influencing product roadmaps and SRE backlogs
• Project & Delivery Oversight: Accountable to establishing timelines and deliverables; Project management, including forecasting time and resources, establishing timelines and deliverables, engaging stakeholders, adhering to governance processes, guiding principles and standards, testing, user acceptance, and change control expectations while achieving goals. This includes overseeing both operational enhancements and strategic innovation projects.
• Performance Monitoring and Efficiency and Regulatory Adherence: Monitor activity and progress toward goal for all projects and issues of the teams; without losing operational efficiency for the support side of the team model.
• Adhere to applicable laws and regulations; associated with system implementation and ongoing support.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

• Bachelors Of Science Required
• 7+ years of progressive experience in Information Technology within a clinical or clinical information systems environment Required
• 5+ years of demonstrated success in a dedicated people management role, leading and developing high-performing teams, preferably an IT Support team, application development team, or highly matrixed Required
• Proven experience leading complex projects and large matrixed teams with significant stakeholder engagement and a track record of achieving project goals Required
• Bachelor’s degree in Computer Science, Information Technology, Healthcare Administration, Business Administration, or a related field, Required
• Knowledge of legal, managerial, and organizational principles and standards for health systems Required
• EHR and TPA build knowledge required (e.g., Epic, Adobe, GCP, etc.)
• EPIC Certification (EPIC) Required
• Certified Scrum Master Training (CSMT) Preferred
• Project Management Professional (PMP) Preferred
• ITIL Foundation Cert for IT Mgmt (ITILFC) Preferred
• Master's degree in a relevant field (e.g., MBA, M.S. in Health Informatics) Preferred
• Experience or strong familiarity with modern application development concepts, including Agile methodologies, Microservices, APIs (especially FHIR), and cloud platforms (e.g., GCP) Preferred
• Experience managing or significantly contributing to Proof-of-Concept (POC) or innovation initiatives within a large organization Preferred
• Management of a consumer facing support team Preferred

Knowledge, Skills, Abilities, and Training

• Architectural Awareness: Foundational understanding of the Software Development Life Cycle (SDLC) and key architectural concepts (e.g., Data Layer, API integration, Microservices, Cloud platforms to the consuming application) to facilitate effective partnership with development and engineering teams Required
• Exceptional People Leadership: Demonstrated ability to lead, motivate, coach, and develop diverse teams, fostering a high-performance, collaborative, and empathetic culture, especially across operational and innovation functions Required
• Strategic Vision & Execution: Ability to translate strategic organizational goals into actionable plans and drive execution across teams, balancing operational demands with future-focused innovation Required
• Accountable Subject Matter Expert: Epic Expertise; Strong functional knowledge of Epic applications, workflows, and its integration within a healthcare ecosystem Required
• Deep Healthcare Acumen: Profound understanding of healthcare systems, clinical processes, and IT applications within a complex health system environment. Knowledge of legal, managerial, and organizational principles for health systems is essential Required
• Superior Communication & Influence: Outstanding verbal, written, and presentation skills (including facilitation). Proven ability to effectively communicate complex technical concepts to diverse audiences, build consensus, negotiate outcomes, and influence stakeholders and decision-makers at all levels Required
• Customer-Centricity: A passionate advocate for the consumer experience, with a proven track record of elevating service delivery to a 'white glove' standard Required
• Analytical & Problem-Solving: Advanced analytical, critical thinking, and problem-solving skills with a proactive and methodical approach to troubleshooting and risk mitigation; with an eye towards daily operational excellence Required
• Agility & Adaptability: Exceptional organizational skills with the ability to manage multiple, often conflicting, priorities in a fast-paced environment and adapt quickly to organizational and technological change Required
• Assertiveness & Initiative: Demonstrated qualities of assertiveness, a high sense of urgency, and a self-starter mentality, capable of driving initiatives independently and escalating issues effectively when necessary Required
• Cross-Functional Collaboration: Proven ability to build strong, effective working relationships across IT development, operations, clinical, and business teams, fostering a culture of partnership and mutual accountability Require

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.