The Manager for the IM Health Plans reports to the Director of the IM Health Plans and is primarily responsible for day-to-day management of applications, operational support, and data development assigned to the IM Health Plan team. Staff management responsibilities include a team of Developers and Applications Analysts.
Incident Management --Participate in Incident Management process in being the On-Call Manager during system outages to ensure that the right SMEs are in the war room and addressing the Incident while it is active. Develop and manage on-call schedule for Tier III Health Plan Developers and Application Analyst team. Oversee resolution to Incidents requiring Tier III intervention.
Problem Management-- Participate in After Action Reviews for respective outages. Implement, manage and oversee Problem Management processes and any Problem Management tickets assigned to respective team.
Change Management-- Participate in structured Change Management forums hosted by the Change Manager. Implement and facilitate Change Requests as necessary as a result of reported Incidents or Problems.
Request Management-- Participate in structured Request Management forums and oversee Service Requests for respective team.
Resource Management-- Assist with managing resource forecasting for Health Plan resources determining gaps in resources, skills or training and develop strategies to fill those gaps and positions.
Development Management -- Assist Director in creating, administering, and implementing the organization's long term development plan. This includes working closely with the developers and other departments in the organization to see all implementation through to completion.
Budget & Financial Management -- Assist in developing and managing detailed budgets, tracking all capital and operational expenditures and regularly reporting the budgetary status of all assigned project budgets including hardware, software and support components.
Staff Management - Recruit, train, motivate, evaluate, and retain a staff of highly skilled information systems professionals. Terminate staff as required. Provide ongoing management and motivation to ensure that the staff is focused committed and capable of producing expected results. Create and maintain a teamwork environment conducive to productive output, successful staff advancement and a rewarding work experience. Establish and enforce department policies, procedures and standards.
Communication - Provide effective oral and written communications to staff to facilitate understanding, ownership and accomplishment of project goals and objectives. Demonstrate strong interpersonal skills, possess good negotiating skills and promote teamwork among subordinates; monitor Associate feedback to ensure effectiveness of communication and understanding of organizational direction and expectations.
Standards -- Adhere to and promote system standards as it relates to application standardization. Analyze and recommend procedural standards and changes to enhance user tasks and correct problem areas, as they become known.
Vendor Management - Contact vendors regarding service issues to receive support information or assistance.
Reporting - Monitor department quality objectives, milestones and benchmarks and measure performance against these standards. Document and regularly report on all plans, priorities, schedules, budgets, staff assignments, programs and the current status of projects and routine assignments.
Teamwork - Maintain and demonstrate good teamwork on assigned projects through actions and job performance.
Customer Service - Lead in the development and administration of an effective Customer Service Plan which includes provisions to accept, record, prioritize, assign, track, resolve and report on customer service problems and issues. Lead in the establishing of departmental programs, which promote and emphasize the commitment to exceptional customer service standards.
Other - Perform other duties and special projects as assigned by IM Management.
Bachelor's degree in computer science or in a related field.
Education and experience in relevant ITIL support and delivery processes.
Five (5) years of progressive experience in managing teams in the areas of software development, application analyst, and/or team leadership.
Experience in budget planning and management, project management and/or personnel management.
Experience in advanced IT concepts, strategies, and methodologies.
Experience in Health Plan business operations and objectives.
Working knowledge of the emerging best practices for health information technology as it relates to healthcare payer information systems.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.